GEDU Services
Student Retention Officer - Manchester
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Student Retention Officer - Manchester
Retention Officer – Fixed Term Role
Department: Retention
Location: Manchester (On-site)
Contract: Fixed Term until March 2027 Salary: £30,000 per annum
Who We Are & What We Do
At [Institution Name], we empower lives through education. In this role, you’ll be at the forefront of the student experience, building trustful, supportive relationships that maximise engagement and success. Your work will focus on proactively identifying challenges, providing tailored guidance, and ensuring students remain on track—indeed, this is a role that doesn’t just provide support, but unlocks potential.
This is a dynamic, fast-paced position for someone driven by empathy, critical thinking, and a genuine desire to positively impact students every day. You’ll thrive with outstanding communication skills, an unwavering can-do attitude, and a natural ability to connect with—whether it’s colleagues, students, or even difficult-to-reach stakeholders.
Please note: This role is not eligible for sponsorship.
About The Role
Key Responsibilities
- Build and maintain strong, trusting relationships with students across all communication channels (face-to-face, telephone, email, multimedia)
- Proactively address barriers by identifying issues early, driving bespoke support plans, and relentlessly following through until resolution
- Develop in-depth expertise in faculty rules, GBS policies, and the support ecosystem so students can access the best services available
- Collect and analyse operational data, using insights to improve departmental Key Performance Indicators (KPIs)
- Adapt as needed to the busy operational environment, offering flexible support to colleagues and teams where possible
- Embed a culture of continuous improvement and innovation, aligned with GBS’s values and operational goals
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About You
Requirements & Qualities
-Degree level qualification, or equivalent experience with a proven track record in an operational role where driving outcomes in customer-facing or support environments
- Exceptional communication skills—confident verbal delivery, clear written expression, and professional customer service
- Ability to plan, prioritise, and work autonomously, while collaborating objectively with colleagues and students
- Proficient (or quick-learned) use of Microsoft Excel and/or student/campus data management systems
- Team-first mindset—ability to work cohesively in a dynamic environment, uplifting peers while maintaining work quality
- Passionate about student success—prioritising positivity, resilience, and a proactive impact on student engagement/KPIs
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What We Offer
Leave & Benefits
- 25 days annual leave + 8 public holidays
- Additional leave—1 day per year of service (max 5 days)
- Workplace pension scheme
- Tuition reimbursement for careers courses
Perks
- Flexible Benefits: Cycle to Work, workplace nursery, Techscheme discount
- Perks@Work discount platform, onsite wellbeing centre
- Employee Referral Scheme: £500 bonus for successful references
- Reward & Recognition programme
- Discretionary annual performance bonus
Employee Testimonial “GBS has been a rich platform for professional growth. Managers and colleagues consistently provided mentorship, enabling me to develop new skills—often advancing into roles I never thought possible.”
— Barbara Vargas, Professional Services Employee
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