ICS Learn
Group Student Support Coordinator
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Company Description
ICS Learn is a long-established distance learning provider, helping learners transform their careers since 1889. Built on the principle that education should be accessible to everyone, everywhere, ICS Learn offers flexible online study options designed around learners’ lives and goals. The organization delivers globally recognized qualifications from leading training bodies such as CIPD, AAT, CMI, ILM, PRINCE2, and CIPS. As the world of work and education evolves, ICS Learn continually adapts its approach to support people at every stage of their professional journey. Team members join a mission-driven environment focused on removing barriers to education and enabling learners to progress on their own terms.
Role Description
The Group Student Support Coordinator is a 6-month fixed-term contract, full-time, hybrid role based in Glasgow, with the flexibility to work from home part of the week (remote is also a possibility). This role focuses on providing high-quality support to groups of students across multiple courses, ensuring they have the guidance and information needed to succeed. Typical responsibilities include:
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- Responding to student queries via email, phone, and online platforms
- Monitoring progress and engagement
- Coordinating interventions to improve completion rates
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The coordinator will collaborate with tutors, course advisors, and operations staff to resolve issues, manage group communications, and maintain accurate records. The role also involves contributing to continuous improvement of student support processes, identifying trends, and recommending practical solutions that enhance the learner experience.
Qualifications
- Strong student support and customer service skills, with the ability to handle inquiries professionally and empathetically.
- Organisational and coordination abilities to manage multiple student groups, track progress, and prioritise tasks effectively.
- Proficiency with digital tools, learning platforms, and standard office software (e.g., CRM systems, LMS, MS Office).
- Clear written and verbal communication skills, including confident phone and email communication with diverse learners.
- Problem-solving and analytical skills to identify issues, interpret data, and propose practical improvements to support processes.
- Experience in education, training, or a student support environment is highly beneficial.
- Ability to work collaboratively in a hybrid team setting and maintain a high level of self-motivation and accountability.
- Relevant qualification in education, guidance, administration, or a related field is an advantage but not essential.
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