Department:  Retention Location: London, Leeds, Manchester or Birmingham (On-site) About Us:  GBS is a higher education provider offering a range of sector-relevant courses across ten campuses in London, Birmingham, Leeds, and Manchester. Working in partnership with several of the UK’s leading higher education providers, we deliver vocational, undergraduate, and postgraduate programmes in finance, accounting, business, construction, tourism, healthcare, and more. Our Vision:  Changing lives through education. Salary: £35,000 - £38,000 Per Annum What We Do:  This is an operational, customer service focused role, in which you will lead a team of Student Retention Officers who will work with students to identify and remove barriers to learning. About the Role: Ensure strong and effective operational processes are in place, identifying and improving them where necessary Coaching and mentoring staff, including supporting their communication style and problem solving ability, including providing support on phone manner Be an effective team leader, working to ensure your team deliver on their KPIs Be their first point of contact for the operational activities, managing the workload of your team and directing workflow to ensure high levels of operational delivery Provide weekly updates on performance, alongside plans to address areas of weakness • Build strong relationships with faculties and support teams About you: Educated to degree level or equivalent experience in an operational or customer service focused role Excellent written and oral communication skills Relevant experience and the ability to demonstrate the impact in an operational/customer service focused role High levels of computer literacy and proficiency in Excel and an ability to learn quickly Experience working with and learning new IT platforms The ability to develop and lead high performing teams, and experience managing these teams Coaching and mentoring skills The ability to demonstrate process mapping or continuous improvement skills The ability to generate and analyse reports, coming up with actions plans in order to impact data What We Offer: 25 days annual leave, plus 8 public holidays 1 day extra leave per year of service, up to a maximum of 5 days Workplace pension scheme Tuition reimbursement for career development courses Flexible Benefits: Cycle to Work, Workplace Nursery, Techscheme and much more Perks@Work discounts platform, wellbeing centre and much more Reward and recognition programme £500 award employee referral scheme Discretionary annual performance bonus Employee Testimonial: "What really stands out to me about GBS is its consistent focus on creating positive outcomes for students. Every team, even those without direct student contact, is deeply committed to this mission. Everyone understands that what they do plays a role in helping students succeed. It’s such a collaborative and inspiring place to work — it’s clear everyone genuinely cares about making a difference." ( Steffi Korsah - Non-Academic Staff) GBS is committed to equality, diversity, and inclusion and providing a workplace free from discrimination or harassment. We welcome applications from all backgrounds and communities. We take our core values seriously and work hard to create an environment where everyone feels welcomed. Please note: This role is not eligible for sponsorship!