About Company
FutureLearn is a leading digital education platform dedicated to transforming access to education globally. We partner with over a quarter of the world’s top universities and numerous cultural institutions to offer a diverse range of online courses, microcredentials, and degrees. Our mission is to enable millions of learners worldwide to develop new skills, explore their passions, and advance their careers through high-quality, flexible learning experiences. We believe in the power of digital education to create a more accessible and equitable world of learning, fostering a vibrant community of lifelong learners and educators. Join our innovative team and contribute to shaping the future of education.
Job Description
Are you passionate about supporting learners and educators in a dynamic online environment? Do you possess exceptional organizational and communication skills, coupled with a proactive approach to problem-solving? FutureLearn is seeking a dedicated Remote Education Support Officer to join our growing team. Based remotely from Brockham, Dorking, you will play a crucial role in ensuring the seamless delivery of our world-class online courses and programs. This position is central to enhancing the learner experience and providing essential support to our educational partners.
As a Remote Education Support Officer, you will be the first point of contact for a variety of inquiries, ranging from technical assistance with our learning platform to guidance on course content and administrative processes. You’ll work collaboratively with course creators, product development teams, and fellow support officers to maintain high standards of service and ensure all learners have the resources they need to succeed. This role requires a meticulous individual who thrives on providing clear, concise, and empathetic support, often managing multiple priorities in a fast-paced setting. You will be instrumental in identifying trends in user feedback, contributing to the continuous improvement of our platform and course offerings. We are looking for someone who is not only technically adept but also genuinely enthusiastic about making a tangible difference in people’s educational journeys, all from the comfort and flexibility of a remote work setup.
Key Responsibilities
- Provide comprehensive first-line support to learners via email, chat, and our online ticketing system, addressing inquiries related to course access, platform functionality, enrolment, certification, and content.
- Collaborate closely with academic partners and course creators to resolve complex issues and ensure accurate and timely information is disseminated to learners.
- Assist in the onboarding process for new courses and programs, including testing functionality, verifying content accuracy, and preparing support documentation.
- Monitor discussion forums and learner feedback channels to identify common issues, suggest improvements, and foster a positive learning community.
- Contribute to the development and maintenance of our knowledge base and FAQ resources to empower learners with self-service options.
- Escalate technical or complex academic issues to the appropriate internal teams (e.g., IT, Product Development, Academic Partnerships) and follow up to ensure resolution.
- Participate in regular team meetings to share insights, best practices, and contribute to continuous service improvement initiatives.
- Maintain accurate records of all interactions and resolutions within our CRM system.
- Uphold FutureLearn's commitment to data privacy and security in all support activities.
Required Skills
- Minimum of 2 years of experience in an education support, customer service, or administrative role, preferably within an online learning or technology environment.
- Exceptional written and verbal communication skills, with the ability to convey complex information clearly and empathetically.
- Proven ability to manage multiple tasks and prioritize effectively in a fast-paced, remote work setting.
- Strong problem-solving skills and a proactive approach to issue resolution.
- Proficiency with CRM software, online ticketing systems, and standard office applications (e.g., Google Workspace or Microsoft Office Suite).
- A genuine passion for education and a strong understanding of the challenges and opportunities in online learning.
- High level of autonomy and self-motivation, with the ability to work independently while remaining a collaborative team player.
Preferred Qualifications
- Bachelor’s degree in Education, Communications, IT, or a related field.
- Experience with learning management systems (LMS) such as Canvas, Moodle, or equivalent.
- Familiarity with accessibility standards and best practices in digital content delivery.
- Experience working in a fully remote or hybrid work environment.
- Knowledge of multiple languages (beyond English) would be an advantage.
Perks & Benefits
- Competitive salary and pension scheme.
- Generous annual leave allowance.
- Flexible remote working environment.
- Opportunities for professional development and continuous learning.
- Access to a wide range of FutureLearn courses and programs.
- Employee assistance program for health and wellbeing.
- Collaborative and supportive team culture dedicated to educational innovation.
How to Apply
Ready to make a significant impact on global education from your home in Brockham, Dorking? We invite you to apply by clicking the link below. Please ensure your CV and cover letter clearly outline your relevant experience and why you are the ideal candidate for this Remote Education Support Officer role at FutureLearn. We look forward to reviewing your application!