Enrolment Retention and Support Officer

Enrolment Retention and Support Officer

Based:          Home based Salary:          up to £30k Contract:      Permanent, full time. Flexible hours, could include early evening and Saturdays   Are you ready to inspire students to achieve their educational goals and aspirations.   Do you have exceptional organisation and rapport building skills.   Have you got a determined and proactive approach to problem solving and student engagement.   Then apply for our Enrolment Retention and Support Officer role.   This role can be based in our London Office/Home. However, we would require the successful post-holder to attend meetings and/or workshop activities on-site where necessary.   Role Overview: The Enrolment Support and Retention Officer will work closely with the Head of Enrolments and relevant internal teams to provide high-quality learner support from enrolment through to completion.

The role is responsible for supporting prospective and current students throughout the enrolment, onboarding and progression journey, with a particular focus on student engagement, retention, re-engagement, and successful continuation in study. 

Key Responsibilities:

• Support prospective and current learners throughout the enrolment process, providing clear guidance on courses, requirements, and next steps
• Promote student retention by proactively engaging learners to ensure timely payment of course and module fees in line with targets and KPIs
• Monitor learner engagement and identify individuals at risk of withdrawal and maintain tracking
• Escalate concerns appropriately in line with student engagement, withdrawal and retention processes
• Manage shared inboxes in line with enrolment team SLAs and KPIs
• Triage and assign incoming emails and tasks accurately in line with enrolment team SLAs and KPIs
• Triage and assign incoming SMS and WhatsApp’s accurately in line with KPIs and SLAs
• Track task allocation and monitor overdue task lists with regards to High Priority
• Provide frontline support via inbound calls during green time and other times as directed by line manager in line with business need 
• Maintain accurate learner records by ensuring notes are created on HubSpot deals and leads from all correspondence and ensuring GDPR compliance
• Support onboarding activities and registration as per business need 
• Contribute to continuous improvement of processes
• Telephone, Email, Chat and WhatsApp contact with prospective students, engaging with to understand their educational goals and aspirations.
• Provide consultative support to guide students in selecting relevant Walbrook programmes align with their career objectives
• Assist existing students by providing support in conjunction with student support teams, ensuring a positive student experience
• Develop and maintain a deep understanding of Walbrook’s products and services to communicate their benefits to prospective students
• Update and maintain accurate records in the CRM system to track interactions, progress, follow-up actions with leads.
• Update and maintain accurate records in the CRM system and update student engagement trackers and related records in line with agreed processes
• Achieve individual and team retention targets while maintaining a high level of customer satisfaction
• Demonstrate excellent communication skills, both verbal and written, to build rapport with students and address their enquiries

  Skills and Qualification:

• A dynamic individual with a consultative sales background and passion for education.  
• Experience in customer service is desirable.  
• Exceptional communication and interpersonal skills.  
• Attention to detail.  
• A proactive approach to student engagement and problem-solving.

We support our staff to create work-life balance which works for them and welcome candidates looking for career flexibility. We are open to discussing flexible working at interview stage.   Before applying, please read our Recruitment Privacy Policy [https://www.walbrook.ac.uk/hubfs/files/policies/walbrook/recruitment-privacy-statement.pdf].   To apply please submit your CV with a covering letter explaining your suitability for the role.  Please note that CVs without a covering letter will not be considered.   Please note that depending on number of CVs we receive; we may close the advert early. Due to the high volumes we receive, it may not be possible to respond to all applicants who are unsuccessful.    As part of your salary and benefits package, you’ll receive:   Lifestyle 

• Company pension plan
• Private medical insurance
• Life insurance
• Perkbox membership

  Life Balance

• Work Your Way - flexibility that works for you
• Generous holiday entitlements, increasing with length of service 
• Excellent maternity & paternity policies
• Volunteering days
• Birthday day off

  Wellbeing & Support

• Wellbeing Group programmes 
• Twice a year "wellbeing pass" to allow time for yourself
• Employee Assistance Programme (EAP)

 

Closing date:  17 May 2026