About Learna
Learna delivers flexible online postgraduate education to healthcare professionals worldwide. Our portfolio includes more than fifty specialist programmes, designed and delivered by experienced clinicians and educators. We are expanding our offering in line with evolving healthcare needs while maintaining a strong focus on quality, learner experience, and operational discipline.
Purpose of the Role
The Student Engagement Officer plays a key role in supporting students throughout their studies, helping them remain engaged, overcome challenges, and successfully complete their programme.
As the Engagement Officer, you will be instrumental in upholding seamless communication with students, ensuring their active participation, and delivering outstanding customer service. This position reports to the Student Support Manager and entails responsibility for diverse communication channels and engagement initiatives within the organisation, and works closely with Student Services, Student Records, Teaching Operations, Admissions, and Academic Teams to improve retention and academic outcomes.
Responsibilities
Student Engagement & Participation Monitoring
- Monitor daily student participation and attendance across all programmes.
- Identify and proactively engage with students who have not logged in, have low participation, or are at risk of disengagement via our student database.
- Manage engagement communications through telephone, WhatsApp, email, and virtual meetings.
- Monitor participation logs and workflows to identify students requiring intervention or additional support.
- Support students in understanding programme requirements, assessments, deadlines, and expectations.
- Maintain accurate engagement records across all systems.
Student Engagement & Support
- Act as the first point of contact for students considering withdrawal, suspension, deferral, or exiting early.
- Utilise Learna's retention processes and tools to explore alternatives and support students to remain on programme where appropriate.
- Conduct retention conversations to understand barriers to participation and identify appropriate support options.
- Arrange academic support calls between students and academic tutors when required.
- Signpost students to available support including extensions, mitigating circumstances, bursaries, academic support, and wellbeing resources.
- Manage student enquiries relating to progression, academic difficulties, resits, and programme completion pathways.
Attrition, Deferrals & Student Status Management
Process and support student requests relating to:
- Deferrals
- Suspension of Studies
- Non-submission
- Programme Transfers
- Early Exit Awards
- Withdrawals
- AWOL Procedures
- Ensure all retention steps have been completed before student withdrawals are processed.
- Maintain accurate records and documentation relating to student status changes.
- Liaise with Student Records, Finance and Academic Teams regarding student progression and status updates.
- Ensure all records are updated accurately across relevant systems and tracking logs.
Student Performance & Risk Identification
- Review weekly participation reports and identify students at risk of poor academic outcomes.
- Contact students who are underperforming or demonstrating low engagement.
- Support continuously failing students by providing guidance on resits, extensions, mitigating circumstances and progression requirements.
- Monitor AWOL and high-risk student groups and ensure communication plans are followed.
- Escalate complex cases to Student Records, Academic Teams or senior management where required.
Communication & Relationship Management
- Build positive and supportive relationships with students throughout their academic journey.
- Deliver high-quality communication via Freshdesk, telephone, WhatsApp etc.
- Respond to student enquiries professionally and within agreed service levels.
- Draft and send student communications relating to engagement, progression, support options and programme changes.
- Support the continuous improvement of student communication strategies and engagement campaigns.
Reporting & Continuous Improvement
- Produce and maintain engagement, attrition and retention reports.
- Monitor retention trends and identify opportunities for improvement.
- Support the review and development of student engagement processes and SOPs.
- Provide feedback and recommendations to improve student outcomes and the overall student experience.
- Participate in departmental meetings and cross-functional projects
Skills and Experience
Essential
- Experience working within higher education, student support, customer service, or student engagement.
- Strong interpersonal and communication skills.
- Ability to manage sensitive conversations with empathy and professionalism.
- Excellent organisational and administrative skills.
- Ability to manage multiple priorities and large caseloads.
- Strong attention to detail and record-keeping.
- Competent in CRM systems, Google Workspace and student management systems.
- Ability to analyse data and identify trends relating to engagement and retention.
Desirable
- Experience within online or distance learning environments.
- Knowledge of postgraduate education processes.
- Experience supporting student retention initiatives.
- Understanding of mitigating circumstances, academic regulations, or student progression processes.
- Experience using Freshdesk, Moodle, Mailchimp or similar platforms.
How We Work at Learna
Our culture is grounded in our CREDO values:
- Collaboration – we work together and build inclusive teams.
- Respect – we trust and empower people to make decisions and succeed.
- Empowerment – we take ownership, learn, and support one another.
- Dedication – we are committed and strive for excellence.
- Outcomes - we focus on impact, delivering quality, innovation, and meaningful results.
Colleague Benefits
- Electric car scheme
- Bike to Work scheme
- Occupational Health support
- 24/7 Employee Assistance Programme (EAP)
- Flexible and hybrid working arrangements
- 33 days’ holiday (inclusive of bank holidays)
- Auto-enrolment pension with employer contributions
- Free hot and cold beverages in the office
- Secure, free office parking
- Continuous learning and development opportunities
- Regular social, well-being, and fundraising events
Equal Opportunities and Safeguarding
We welcome applications from all backgrounds and communities. We are committed to building an inclusive workplace and running fair, consistent processes. Offers are subject to right-to-work and background checks appropriate to the role. Personal data is handled in line with GDPR.
How to Apply
Please send your CV and a short cover note highlighting your relevant experience. If you require any adjustments during the recruitment process, please let us know and we will accommodate where possible.
Job Close: Wednesday the 1st of July 2026
Interviews: 1st stage 30 minute virtual call. 2nd stage in person interviews W/C 6th of July.
We reserve the right to close this vacancy early should we receive an appropriate volume of applications. Therefore, we encourage interested candidates to apply as soon as possible to avoid disappointment.
Job Type: Full-time
Pay: From £27,000.00 per year
Work Location: Hybrid remote in Cardiff CF14 5GF
