Job Description

A leading Business School is recruiting a proactive and service-driven Support and Retentions Administrator to oversee the full student journey, from onboarding to graduation. This role is central to enhancing the student experience by providing ongoing support, driving retention initiatives, and ensuring timely resolution of queries and concerns. The ideal candidate will also manage reporting functions and foster strong relationships with bursary funders, corporate clients, and other key stakeholders across various education and training projects.
Key Deliverables:

• Maintain student/project Support, Retention and Throughput rates at a minimum of 90% across all student cohorts.
• Project based Net Promoter Score (NPS) targets to be achieved.
• Repeat enrolments from clients year-on-year.
• Student support SLA's need to be consistently met and exceeded.
• Queries and Escalations resolved within defined turnaround times.

Core Responsibilities:

• Serve as primary contact for students and corporate clients throughout the student lifecycle.
• Monitor and engage students across onboarding, progression and completion phases.
• Maintain accurate and responsive communication channels (Email, Calls, WhatsApp, LMS, CRM).
• Conduct check-ins, satisfaction surveys and exit interviews.
• Liaise with academic and admin units to proactively resolve concerns.
• Provide reporting as required.

Required Competencies:

• Student-centred service mindset.
• High emotional intelligence and communication skills.
• Strong administrative, CRM and coordination skills.
• Conflict resolution and client service experience.

Qualifications & Experience:

• Degree or Diploma in Administration/ Commerce/ Marketing
• 2-4 years in student services, support or account management