LEARNER SUCCESS COORDINATOR- up to £30k p/a pro rata
Job title: Learner Success Coordinator
Reports to: CEO / COO
Hours of work: Monday - Friday 0900 - 1500 (full time available)
Salary: £30,000 FTE p/a pro rata
Responsible for the learner experience from onboarding through to completion of their learning experience with Gaia Learning including data, communications and processes. This role is fundamental to building and strengthening relationships with existing students, parents and partners to ensure students have a positive and consistent experience at Gaia Learning. Focused on retention, student satisfaction, student performance data and reporting this role is key to the successful growth and retention of student and student numbers at Gaia Learning.
Learner Success Coordinator
Communication
- Welcome and support parents, pupils, and staff with queries and concerns
- Answer and direct phone calls, respond to voicemails, and monitor emails
- Be the first point of contact for parents, reporting absences and handling complaints
- Provide updates to parents and schools on policies and procedures
- Keep up-to-date with school events send regular updates and notifications to parents/guardians and the community about these events
Data Management
- Support the data protection officer with data entry, reporting, and analysis
- Generate reports on student attendance, engagement, progress, learning objectives and provide insights to the Head of Education and schools/Local Authorities.
- Maintain accurate and up-to-date learner records
- Assist with data security, backup, and software implementation, ensuring compliance with UK GDPR and Data Protection Act 2018
Virtual Lesson Support
- Assist with virtual classroom setup and troubleshoot technical issues with the online learning platform and virtual classrooms
- Help students and educators with technical issues, such as login problems or connectivity issues
- Provide any technical support to educators
- Occasional requirement to lead a virtual class temporarily if the educator needs to address a student's behavioural or has a technical issue
- Collaborate with the Head of Learning to ensure a positive virtual learning experience
Administration & Support
- Provide general administrative support to ensure efficient Gaia Learning operations and sales teams
- Ensure website and parent portal have the most up to date information available
- Work with the Head of Learning to ensure smooth transitions between academic years / levels / progress
- Assist the Head of Learning with setting up and managing online courses, modules, and resources
- Work with the sales team to refine the standard operating procedures for learner onboarding
- Update our Learner Management System to include; accounts, portfolios, learner profiles and EHCP recording - making information visible and accessible to the relevant people
- Creating, tracking and managing invoices, student packages and sales to existing learners
- Maintain confidentiality and ensure accurate record-keeping
Equality, Equity, Diversity and Inclusion
- Promote and implement the school's EEDI policy
- Support the safeguarding of pupil welfare and privacy
- Uphold the school's values and policies in all interactions
- Participate in professional development opportunities to stay up-to-date with best practices in online education and government guidance.
Qualifications and training
- GCSEs (or equivalent) in maths and English at grades A*-C or 9-4.
- Educated to A-level standard or hold equivalent relevant experience.
- Recent data management training ideal (GDPR, DPA 2018)
- Student information system training
Skills and experience
- Excellent communication and interpersonal skills.
- Solid knowledge of Google Workspace with high levels of ICT literacy.
- Ability to work both independently and as part of a team.
- Strong organisational and time management skills.
- Strong attention to detail.
- 2+ years of experience in education administration, online learning or a related field
- Experience of using student information systems/online learning platforms.
- Experience of using Slack.
- Experience of creating and improving systems, processes and SOPs.
- An understanding of complex data.
- Experience working in an online education environment or for a start-up
Personal traits
- Flexibility, quick to adapt and take on new ways of working.
- Comfortable and confident enough to engage with learners and educators when necessary.
- Personable and approachable
- Eager to uphold the Gaia Learning ethos.
- Committed to equal opportunities and empowering others.
- Able to maintain a good working relationship with others.
- Able to maintain professional standards and progress.
- Comfortable in a learning environment.
- Ability to maintain confidentiality
- Ability to think critically
Additional requirements
- A satisfactory enhanced DBS check.
- Willingness to participate in training and development.
- Understanding UK safeguarding policies and procedures
- Have read the most recent version of ‘Keeping children safe in education’.
- Familiarity with UK education regulations and compliance requirements
