About Company
The Open University is a world leader in distance learning, founded on the principle of opening up higher education to all. With over 50 years of experience, we’ve empowered millions of students from diverse backgrounds across the UK and beyond to achieve their academic and professional goals through flexible, innovative online education. Our mission is to be open to people, places, methods, and ideas, delivering world-class teaching and research that transforms lives. We pride ourselves on an inclusive culture, fostering an environment where both our students and staff can thrive. Join us in making a profound difference in the lives of learners worldwide, contributing to a legacy of educational accessibility and excellence.
Job Description
Are you passionate about helping others succeed? Do you possess exceptional communication skills and a knack for problem-solving? The Open University is seeking a dedicated and empathetic Remote Student Support Representative to join our dynamic team. In this pivotal role, you will be the first point of contact for our diverse student body, providing essential guidance and support across a wide range of inquiries. From navigating course materials and understanding administrative processes to troubleshooting technical issues and offering pastoral support, you will play a crucial role in ensuring our students have a seamless and positive learning experience.
This remote position offers the flexibility to work from your home in Cobham, Surrey, or anywhere suitable within the UK, while being an integral part of a globally recognized institution dedicated to educational accessibility. You will engage with students via phone, email, and live chat, working collaboratively with various university departments to resolve issues promptly and effectively. This role requires a high degree of autonomy, excellent organizational skills, and a genuine commitment to student success. You will contribute directly to The Open University’s mission of making education accessible and impactful for everyone, fostering an environment where every student feels supported on their academic journey.
Key Responsibilities
- Respond promptly and professionally to student inquiries via phone, email, and live chat, providing accurate information and solutions for a wide array of queries.
- Guide students through online learning platforms, course registration, module selection, assessment submission processes, and general academic procedures.
- Provide first-line technical support for common issues related to virtual learning environments, software access, password resets, and other online tools.
- Escalate complex or sensitive issues to appropriate university departments (e.g., academic advisors, IT support, finance, disability services) and follow up to ensure timely resolution.
- Maintain detailed and accurate records of all student interactions, inquiries, and resolutions within the university's CRM system, ensuring data integrity.
- Proactively identify common student challenges, trends in inquiries, and contribute to developing resources and FAQs to enhance self-service options and improve student experience.
- Uphold the highest standards of student data confidentiality and privacy in line with university policies, GDPR, and other relevant regulations.
- Participate in ongoing training and professional development to stay informed about university policies, procedures, new course offerings, and emerging technologies.
Required Skills
- Exceptional verbal and written communication skills, with the ability to convey complex information clearly, concisely, and empathetically to a diverse student body.
- Proven ability to actively listen, understand student needs, and provide patient, supportive assistance even in challenging situations.
- Strong problem-solving and critical-thinking abilities to analyze issues thoroughly and propose effective, student-centric solutions.
- Proficiency in using standard office software (e.g., Microsoft Office Suite, Google Workspace) and comfort with learning new technologies and online platforms quickly.
- Excellent organizational skills and the ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced, remote environment.
- A high degree of self-motivation, discipline, and the ability to work independently with minimal supervision, maintaining productivity from home.
- Demonstrated reliability and punctuality in attendance and adherence to work schedules, ensuring consistent student support availability.
Preferred Qualifications
- Previous experience in a customer service, student support, or administrative role, preferably within an educational or online learning setting.
- Familiarity with CRM systems (e.g., Salesforce, HubSpot, Dynamics 365) or helpdesk software used for tracking and managing support tickets.
- Experience with distance learning or online education platforms, either as a student or a staff member, providing an understanding of the learner journey.
- A degree or equivalent qualification in any discipline, demonstrating academic aptitude and commitment to learning.
- Ability to speak additional languages, particularly those common among international student populations, to enhance inclusivity.
Perks & Benefits
- Opportunity to work remotely from the comfort of your home, offering excellent work-life balance.
- Competitive salary and a comprehensive benefits package designed to support your wellbeing.
- Generous annual leave entitlement, recognizing the importance of rest and rejuvenation.
- Excellent professional development opportunities and access to a wide range of internal training programs to foster career growth.
- The chance to contribute to a highly respected and impactful institution transforming lives through accessible education.
- A supportive and inclusive team environment with regular virtual team events and collaborative platforms.
- Access to employee assistance programs and mental wellbeing resources for you and your family.
- Robust pension scheme contributions, planning for your financial future.
How to Apply
To apply for this fulfilling role, please click on the application link below. You will be directed to The Open University’s careers portal where you can submit your CV and a compelling covering letter outlining your suitability for the position. Ensure your application highlights your experience in student support or customer service and your commitment to our values of openness and inclusivity. We encourage early applications as we may close the vacancy once sufficient applications have been received.