241 Best customer service specialist Jobs in Birmingham (August 2026)

Student Success Tutor

20 days ago

Birmingham

Organization: Elizabeth School of London \n Position: Student Success Tutor \n Salary: £28,000 Per Annum \n Employment Type: Full Time \n Working Hours: Monday to Friday, 9AM - 5PM (with weekend and evening flexibility when required) \n Location: On-Site, Elizabeth School of London, Birmingham, UK \n \n About the Elizabeth School of London \n The Elizabeth School of London (ESL) is a higher education provider committed to delivering high quality programmes on campuses in six major UK cities - London, Birmingham, Leeds, Leicester, Manchester and Northampton. \n \n With an inclusive approach to student recruitment, we provide one-to-one academic and careers advice to widen access to higher education for groups currently underrepresented. We believe that education is transformational and can make a fundamental difference to the individuals and communities we serve, which is why we pay the utmost attention to student satisfaction. \n \n As an inclusive organisation, we believe in education for all, but not one size fits all, so we place great emphasis on providing opportunities and support for anyone with the ambition to achieve their true potential. \n \n Purpose of the Role \n The Student Success Tutors will primarily focus on student retention and satisfaction by offering outstanding first-hand support for their academic needs. This student-centred role coordinates with the many queries of students enrolled in our programmes. Workshops and other teaching-related activities may be included. The SSTs are also responsible for communicating with students daily with a problem-solving and proactive attitude to instill confidence in their studies at Elizabeth School of London. \n \n Main duties and responsibilities \n The Student Success Tutor will serve as an adviser to a set number of students, guiding and directing them toward success. They will liaise between students, ESL lecturers, and other team members. The Student Success Tutors will assist students with their academic needs and inquiries and schedule one-on-one sessions to clarify any issues or questions. The SSTs will help students with their submission dates and links and elucidate the components of mitigating circumstances. If students require further assistance, the SST will consult with the student service/support team and the senior academic team to obtain clear instructions on the help needed. The SSTs will ensure that students receive the necessary support for their academic progress and that student retention is maintained. \n \n Essential: \n\n • Provide guidance to students regarding the support available to them when required.\n, • Engage in the interests and enthusiasm of students, inspiring them to learn.\n, • Support students in building relationships with other students and staff members, fostering a sense of belonging to the school's community.\n, • Enable students to take responsibility for and become partners in their learning, academic progression, and achievement.\n, • Develop appropriate methods and resources for teaching and learning support concerning lectures, tutorials, and seminars, including online classes.\n, • Monitor student progress, providing support, including advice on study skills, as required.\n, • Analyse student difficulties, recommending instant support to resolve issues or referring to one as appropriate.\n, • Recognise mitigating circumstances, deferral processes, and other academic\n, • regulations to ensure students receive precise support and suggestions based on their situation and needs.\n, • Provide essential academic support to students, both inside and outside the classroom.\n, • Help students to find appropriate learning resources.\n, • Recognise and report academic and IT-related matters that might benefit from a preventive resolution.\n, • Monitor student attendance on a session-by-session basis and take support from the student service/registry support team to identify any potential risk.\n, • Ensure the students are engaged and continuing their studies by overcoming any barriers.\n, • Work closely with the registry support and student support team to develop a multidimensional support system for the students.\n, • Work with the academic team to contact all students who have not submitted assessments and refer them to the retention team if applicable.\n, • Take responsibility for administrative duties such as personal tutoring, examinations and assessments.\n, • Be proactive in identifying any escalating areas of risk to the student experience or institutional reputation.\n, • Actively participate in enrolment and induction processes to develop a strong link with the students from the first moments of their journey at ESL.\n, • To support all learners to ensure retention, attainment, achievement and progression targets.\n, • Providing support to students and refer to Student Services or Additional Support for specialist help and advice if required.\n, • Dealing with student misconduct or academic neglect in liaison with the exam department.\n, • To abide by ESL policies and procedures.\n, • To undertake training including qualifications appropriate to the tutor role\n, • Analysing the progress of the submissions, late submissions and resubmissions\n, • Participating proactively in training and development, including qualification development required in the job role.\n, • Communicating effectively in person, on the telephone and in writing with students and staff. Working effectively with students both one-to-one and in groups\n, • Maintaining appropriate relationships and professional boundaries with students and SSTs\n, • Working effectively with other staff members in ESL to identify and meet students' learning and welfare needs.\n, • Ability to work on own initiative.\n, • Working in line with ESL Values of Student Focus, High-Performance, Respect, Openness, and Honesty.\n, • Contributing to the provision of a welcoming and supportive environment for students\n, • Contributing to the team and respecting other members of the team as individuals\n, • Working effectively in a student-focused environment.\n, • Responding to all enquiries when needed via email/over the phone, or face-to-face.\n, • Providing the students with all the learning support when needed.\n, • Helping students to find learning-appropriate resources.\n, • Ensure the students are engaging and working with the academic team to fulfil their responsibilities.\n\n \n Desirable: \n\n • Arrange to provide contact details to the student during registration.\n, • Actively participate in face-to-face or online induction activities.\n, • Retain records of meetings or other means of contact with the student following Data Protection legislation and University guidelines.\n, • Arrange to meet or have contact with their tutee at least once per semester.\n, • Be familiar with the services available within and outside ESL (e.g., Student Support, Library).\n, • Direct students to appropriate academic colleagues when additional program support is needed.\n, • Monitor the student's progress and direct them to appropriate individual support if their progress is unsatisfactory.\n, • Respect the student's right to confidentiality, obtaining their permission should it be necessary to discuss the student's circumstances with others; (in certain exceptional circumstances, disclosure may have to take place against your wishes to avoid significant risk).\n, • Direct the student to appropriate support for the development of study skills.\n, • Respect the student's right not to seek or accept support or guidance, even though this might be disadvantageous to their progress.\n, • Act as an advocate for the student where appropriate and contribute to requests for references.\n, • Comply with the School's Equality and Diversity policy when undertaking all activities.\n, • Undertake appropriate professional development to benefit their role.\n\n \n Skills and Qualifications \n\n • Bachelor’s degree from any UK recognised university and minimum 1 years of experience in working at any HEI environment in teaching or academic support role.\n, • A clear idea about how the academic team works at HEI.\n, • Good understanding of current practice and developments in own discipline.\n, • Understanding of evidence-led/practice-based teaching and its implementation in teaching and learning practice.\n, • Able to work as part of a team and independently as required.\n, • Able to coordinate and prioritise a range of activities effectively.\n, • The candidate must be flexible, approachable, and helpful with a strong customer service ethic as well as willing to go the extra mile to provide the best environment and supports to the students.\n, • Experience in tutoring and/or providing support for the academic experience of students.\n, • Ability to work under pressure and to deadlines.\n, • Collegiate approach to work.\n, • Ability to work effectively and courteously in a team of academic staff.\n, • Ability to adapt to a flexible approach to the demands of a busy college/department to accommodate changes in priorities when required.\n\n \n Benefits \n\n • Annual leave (7.2 weeks)\n, • Workplace pension scheme.\n, • Company Sick Policy.\n, • Statutory maternity/paternity pays.\n, • Career development opportunities\n, • Training and self-development opportunities.\n, • Gym membership discounts\n, • Retail discount schemes\n, • Cinema discounts\n, • Grocery discounts\n, • Cycle to work\n, • Investing and savings opportunities\n, • Financial wellbeing – personal debt advise.\n, • Financial wellbeing education\n, • My Mind Pal (mental fitness)\n\n

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