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Student Support Administrator

2 weeks ago

Prague, Hlavní město Praha, Czech Republic FutureLearn Ltd Full time 300,000 - 450,000 per year

At FutureLearn, we're passionate about the power of lifelong learning. We help learners from all over the world progress in their careers – and invest in their futures.

We truly believe that up-skilling is a worthy investment, and we hope to empower our learners to take control of their careers through personalised learning pathways – giving them progress at their fingertips.

Partnering with 260+ world-class educational partners, including prestigious universities, global brands and industry partners, we offer our 20 million-strong learner community the opportunity to discover and access flexible, high-quality online courses and degrees.

We're not here just to teach new skills (although we do that well), we want to help transform lives. FutureLearn is looking to build our teams with people who share our passion for lifelong learning, career empowerment and education for all. If that sounds like you, get in touch. You could help us achieve our biggest goal yet – becoming the world's best AI-powered, career-based learning platform and OPM.

What is the opportunity?

The Student Support team is essential in delivering administrative assistance to both our students and staff. This dynamic team facilitates smooth operations for enrolments, deferrals, withdrawals, and other important student services, particularly during exam times. In this role, you will engage with students by providing timely updates on the student platform, offering valuable insights on crucial study deadlines and addressing inquiries with a quick and supportive approach.

What does success look like?
  • Enrol students in the appropriate modules based on their current mode of attendance and enrolment status, and support them through deferrals, withdrawals, and other academic processes.
  • Keep students informed of updates to their programs via announcements on the student platform or targeted messages through the chat system. Provide timely responses to student queries, particularly around exam days and submission deadlines.
  • Offer clear information and support to students on policies, processes, and deadlines, ensuring a smooth academic experience.
  • Work closely with the Student Administration and Support Manager to continuously improve processes and ensure high levels of student satisfaction.
  • Liaise with other departments to gather information and solve student progression challenges. Support with weekly updates to Programme Leaders during regular calls.
  • Maintain clear and accurate records, ensuring that processes are documented and shared with colleagues or back-ups as needed.
  • Identify and flag complex issues related to student progression, seeking advice from the Student Administration and Support Manager, academics, and the Exams and Assessments department when necessary.
What you bring to the table:
  • Proven experience in a customer service or support role, ideally within the education sector.
  • Excellent communication skills, both written and verbal, with a keen attention to detail.
  • Ability to empathise with students and understand their unique needs and challenges.
  • Strong organisational skills, with the ability to manage multiple tasks efficiently.
  • Proficiency in using CRM software and other customer support tools.
  • Familiarity with online learning environments and educational technologies is a plus.
  • A passion for education and commitment to enhancing the learner experience.
What happens next?

Ready to go for it? Click 'Apply', include your CV and tell us why you'd like to become a FutureLearner, and how you'll nail this role.

Recruitment Process

Please contact if you require any reasonable adjustments or alterations to be made to support you through the recruitment process.

Diversity Statement

We value all the great benefits that diversity brings and encourage everyone to bring their whole self to work – At FutureLearn we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity or religion.

We can't wait to meet you #FutureLearnCareers