Student Support Manager (m, f, d)

Position Overview:

The Student Support Manager (SSM) plays a pivotal leadership role in ensuring a seamless and supportive transition for students from deposit payment to successful registration (enrolment). The SSM leads a team of Student Support Officers and is responsible for overseeing the delivery of clear, proactive, and personalised guidance to all incoming students. This includes support with visa applications, blocked bank accounts, accommodation arrangements, flight bookings, suitability and internal interview preparation, and campus registration.
 
By ensuring structured, step-by-step assistance and maintaining quality oversight, the SSM enhances the student onboarding experience, ensuring students arrive on time, well-informed, and fully prepared to begin their academic journey at BSBI.

Key Responsibilities:

•Deliver consistent and high-quality support.
•Act as the primary escalation point for complex student cases and ensure timely resolution.
•Ensure all student support processes align with institutional goals and compliance standards.
•Oversee and support the liaison between Sales Advisors and students post-deposit confirmation.
•Monitor the student journey from payment to enrolment, ensuring all key milestones are met.
•Guide students through the entire pre-arrival journey, including:
 - Conduct webinars to guide and engage prospective and newly admitted students through the onboarding process.
•Assist the Sales Team by driving student engagement and increasing conversion and retention rates.
•Act as a bridge between the payment stage and final enrolment, ensuring seamless coordination and timely follow-up.
•Ensure accurate and timely documentation of all interactions in Salesforce.
•Collaborate with Admissions and Student Services to enhance onboarding strategies and outcomes.
•Contribute to strategic planning and feedback loops to continually improve the student onboarding experience.