Student Support Administrator
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Key skills for this role
About the Role
FutureLearn is hiring a Student Support Administrator to provide administrative support to students and staff, managing enrolments, deferrals, withdrawals, and responding to queries.
Key Skills for This Role
Responsibilities
- Manage student enrolments, ensuring correct module registration based on attendance mode and enrolment status
- Support students with academic processes including deferrals, withdrawals, and progression related queries
- Communicate updates, deadlines, and important announcements via the student platform and messaging systems
- Respond promptly and professionally to student queries, particularly during exam periods and submission deadlines
- Provide clear guidance on academic policies, procedures, and timelines to enhance the student experience
- Collaborate with the Student Administration and Support Manager to improve processes and maintain high service standards
- Coordinate with internal departments to resolve student issues and support academic progression
- Maintain accurate and well documented records of student interactions and administrative processes
Requirements
- Previous experience in customer service, student support, or a similar administrative role
- Strong organisational skills with high attention to detail
- Excellent communication skills in English (written and spoken)
- Ability to manage multiple tasks and prioritise effectively in a fast paced environment
- Strong problem solving skills and a proactive approach to challenges
- Basic project management skills or experience handling multiple workflows
- Ability to work collaboratively across teams and departments
Full Job Posting
What is the opportunity?
- The Student Support team plays a vital role in providing administrative support to both students and staff.
- The team ensures seamless processes for enrolments, deferrals, withdrawals, and other key student services, especially around exam periods.
What Does Success Look Like
- Manage student enrolments, ensuring correct module registration based on attendance mode and enrolment status.
- Support students with academic processes including deferrals, withdrawals, and progression related queries.
- Communicate updates, deadlines, and important announcements via the student platform and messaging systems.
- Respond promptly and professionally to student queries, particularly during exam periods and submission deadlines.
- Provide clear guidance on academic policies, procedures, and timelines to enhance the student experience.
- Collaborate with the Student Administration and Support Manager to improve processes and maintain high service standards.
- Coordinate with internal departments to resolve student issues and support academic progression.
- Contribute to regular updates shared with Programme Leaders.
- Maintain accurate and well documented records of student interactions and administrative processes.
- Identify and escalate complex student issues to relevant stakeholders when necessary.
What You Bring To The Table
- Previous experience in customer service, student support, or a similar administrative role.
- Strong organisational skills with high attention to detail.
- Excellent communication skills in English (written and spoken).
- Ability to manage multiple tasks and prioritise effectively in a fast paced environment.
- Strong problem solving skills and a proactive approach to challenges.
- Basic project management skills or experience handling multiple workflows.
- Ability to work collaboratively across teams and departments.
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