The Purpose
The Onboarding & Student Care Advisor plays a key role in delivering a seamless, supportive, and high-quality onboarding experience for new students at Code Institute. This role is the primary driver of onboarding operations across multiple education partners, ensuring all learners have the best possible start to their course. In addition to onboarding, the role provides ongoing student care support, and contributes to student engagement, retention, and success. This is a detail-oriented and people-focused role that requires excellent coordination skills, empathy, and the ability to support a diverse student population from enrolment through the early stages of their academic journey. The role also plays an essential part in administering onboarding and ongoing support, with a strong focus on learner retention and achievement.
At the moment, we are looking for 2 Student Care Advisors to join our team.
Key Responsibilities
Onboarding Coordination & Implementation (Primary Focus)
* Plan, prepare, and implement onboarding processes to guarantee students receive LMS and community (Discord) access ahead of time.
* Send timely welcome communications, including student handbooks, session invites, and expectation-setting materials.
* Schedule and manage Welcome Sessions, including distributing materials and post-session recordings.
* Maintain accurate student and cohort data in CRM and internal systems; ensure all onboarding documentation is up to date and well organized.
* Administer and maintain high standards across all onboarding processes.
* Continuously improve onboarding processes, SOPs, and materials to maintain a smooth student start.
Student Support & Case Management
* Act as the main contact for student queries and concerns during and after onboarding, addressing engagement issues, missed deadlines, and re-engagement strategies.
* Monitor student progress and engagement through surveys and platform tools; escalate retention risks and help implement interventions.
* Conduct proactive check-ins with students to ensure early support where challenges are identified.
* Participate in complaint resolution processes and escalate appropriately to ensure timely and satisfactory outcomes.
Administrative Responsibilities
* Organise and maintain onboarding materials and session content, ensure accuracy of cohort and student data in CRMs and systems, manage communication distribution, track student engagement, and ensure coverage for onboarding duties during absences.
* Build and continuously refine a comprehensive library of onboarding materials. Build up a bank of Student Handbooks and Welcome Session slides.
* Create new Discord channels for each new cohort.
Equity, Diversity, and Inclusion (EDI)
* Support inclusive onboarding processes by helping underrepresented students, participating in EDI campaigns and training, and championing initiatives focused on Neurodiversity, Mental Health, and Women in Tech to promote belonging and equity.
Internal Collaboration & Support
* Work closely with Community and other teams to enhance the student experience, provide onboarding and student care training to new team members, assist with CRM and enrollment support, handle escalations as needed, and contribute to safeguarding and retention-related meetings.
Qualifications, Skills & Experience
* Educated to Level 3 or above in Education, Customer Service or related field.
* 2+ years of experience in student support, academic advising, coaching, career services, or customer success ideally in an online or tech-focused environment.
* Commitment to upskilling and a past history of ongoing CPD.
* Proven experience in educational administration, including learner onboarding, student support, and engagement.
* Demonstrated success in improving learner retention and achievement through proactive strategies.
* Experience with complaint handling, conflict resolution, and the ability to escalate appropriately.
* Experience working in a remote, international, cross-functional team.
* Strong organisational and time management skills, with the ability to prioritise across multiple onboarding cycles and deadlines.
* Outstanding empathetic communication and interpersonal skills, both written and verbal.
* Familiarity with digital learning environments and tools (e.g., LMS, Gitpod, Discord etc).
* Skilled at using CRM systems and learner support platforms to track and enhance learner satisfaction.
* A creative, solutions-oriented mindset for improving learner experience and engagement
Desirable:
* Experience contributing to the continuous improvement of onboarding or learner care processes (e.g. resources, communications).
* Background in or familiarity with adult learning, further education, or alternative pathways into tech careers.
* A strong interest in championing EDI (Equity, Diversity, and Inclusion) initiatives, particularly in: Neurodiversity, Mental Health & Women in Tech.
* Confident engaging with and influencing senior stakeholders, both internal and external.
Code Institute is an equal opportunities employer and prides itself on diversity and inclusivity across our staff and our student body alike.