Learner Engagement and Enrolment Officer

Zip Hustle; Birmingham; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An education organisation in Birmingham seeks Learner Engagement and Enrolment Officers to guide learners through the onboarding process. The role requires effective communication, strong interpersonal skills, and the ability to convert enquiries into enrolments. Candidates should possess industry knowledge of funding streams and skills programmes. The position operates in a hybrid model, offering flexible support. Applicants must have eligibility to work in the UK. Prior to employment, successful candidates will undergo necessary checks.

Qualifications

• Understanding of funding streams and employability programmes.
• Exceptional written and verbal communication skills.
• Strong interpersonal abilities for handling sensitive issues.
• Proven ability to analyse challenges and implement solutions.
• Ability to manage changing priorities and meet deadlines.
• Commitment to teamwork with external partners.
• Competence in relevant digital tools.

Responsibilities

• Contact potential learners with prompt follow-ups.
• Provide comprehensive information about courses and requirements.
• Maintain a personalised approach to communication.
• Track and log enquiry status in CRM system.
• Convert enquiries into enrolments by guiding learners.
• Follow-up structured plans for unresponsive leads.
• Collaborate with marketing to enhance promotional efforts.
• Deliver high levels of customer service to potential learners.

Skills

Industry Knowledge

Communication

Interpersonal Skills

Problem-Solving

Adaptability

Team Collaboration

Technical Proficiency

Tools

Microsoft Office (Word, PowerPoint, Excel, Outlook)

Job description

At Pathway Group, Learner Engagement and Enrolment Officers play a pivotal role in ensuring that learners are not only successfully onboarded but also fully engaged throughout their educational journey. Their work is essential in creating a seamless and supportive experience, from initial inquiry to the first steps of enrolment, helping learners feel informed and confident about their choice. These officers serve as a critical function, ensuring that each learner understands the opportunities available to them and has the support needed to navigate the enrolment process smoothly. By building strong relationships with learners early on, they help cultivate long-term commitment and motivation, setting the foundation for successful outcomes. Our Learner Engagement and Enrolment team cover our Head Office with some outreach work being undertaken.

Our Learner Engagement and Enrolment team operates in a hybrid model, combining office-based services with outreach efforts to ensure we can connect with learners in multiple ways. This approach allows us to offer flexible and comprehensive support, meeting learners’ needs both in-person and remotely, depending on their preferences and circumstances, as well as enhancing our presence within the local community.

Requirements of the Role

Prompt and Professional Follow-up

• Contact potential learners within a set timeframe after they express interest, ensuring a timely and professional follow-up.
• Utilise phone calls, emails, and SMS to connect with potential learners, offering personalised communication based on their inquiry.

Provide Comprehensive Information

• Clearly explain the courses offered, entry requirements, funding options, and career opportunities to prospective learners.
• Address any queries or concerns potential learners have about the enrolment process, course content, or career prospects after completing the program.

Maintain a Personalised Approach

• Tailor communication to the needs and interests of each prospective learner, ensuring that the information provided aligns with their career goals and aspirations.
• Offer guidance on selecting the most suitable course based on the learner’s current qualifications, experience, and future goals.

Track and Log Enquiry Status

• Maintain up-to-date records of all enquiries, follow-up actions, and outcomes in the CRM system, ensuring accurate and auditable documentation.
• Regularly review and update the status of each enquiry, marking potential learners who have enrolled or require further follow-up.

Convert Enquiries into Enrolments

• Proactively engage with potential learners, guiding them through the enrolment process and encouraging them to commit to their chosen program.
• Identify and resolve any barriers to enrolment, such as concerns about funding or course suitability.

Follow-up on Unresponsive Leads

• Implement a structured follow-up plan for unresponsive leads, including multiple contact attempts and varied communication methods.
• Send reminders and follow-up communications to potential learners who shown interest but have not yet completed the enrolment process.

Collaboration with Marketing and Recruitment Teams

• Work closely with the marketing and recruitment teams to share insights on common learner inquiries and areas that require further promotional efforts.
• Provide feedback on the quality of leads generated through different marketing channels, helping to refine future campaigns.

Deliver High Levels of Customer Service

• Ensure all interactions with potential learners reflect Pathway Group’s commitment to high-quality service and learner success.
• Handle all communications with professionalism, empathy, and a learner-centered approach.

What we expect from you

• Industry Knowledge: Understanding of funding streams and skills and employability programmes such as, Skills Bootcamps, ASF (AEB), Apprenticeships and Advanced Learner Loans.
• Communication: Exceptional written and verbal communication skills, with the ability to present complex information clearly to diverse audiences.
• Interpersonal Skills: Strong interpersonal abilities, capable of handling sensitive issues diplomatically and maintaining positive relationships with internal and external stakeholders.
• Problem‑Solving: Proven ability to analyse complex challenges and implement effective solutions.
• Adaptability: Ability to manage changing priorities, work under pressure, and meet tight deadlines with a flexible approach.
• Team Collaboration: Demonstrated commitment to teamwork, with the ability to work collaboratively across all levels of the organisation and with external partners.
• Technical Proficiency: Competence in Microsoft Office applications (Word, PowerPoint, Excel, Outlook) and familiarity with relevant digital tools and platforms.

You must have eligibility to work in the UK. Please note, only suitable applicants will be contacted. If your address and contact details are not on your CV, you will not be considered.

Pathway Group is committed to safeguarding and promoting the welfare of children and young people and requires all staff and volunteers to share and demonstrate this commitment.

The successful candidate will be subject to pre-employment checks including an enhanced DBS check and satisfactory references.