Role: Student Support Advisor
Location: London Office
Hours: Full-time (37.5 hrs/week)
Contract: 12-Month FTC
Salary: £27,000 p.a.
About Avado
At Avado, we believe all transformation starts with people. As a Platinum provider of CIPD training, we empower HR and L&D professionals to build the skills, mindsets, and capabilities needed for the future of work.
In a world reshaped by AI and rapid change, we're committed to developing future-ready people professionals through high-impact, accredited learning experiences. Our programmes combine practical application, collaborative learning, and award-winning design to ensure our learners – and their organisations – can thrive and grow.
Our connected learning approach blends deep expertise, innovative technology, and a strong community of support. From early-career learners to experienced practitioners, we deliver real, measurable change that supports individual growth and business transformation.
Avado is part of the Blenheim Chalcot portfolio – the UK's leading digital venture builder – giving us access to a powerful network of innovation, investment, and expertise.
About the Role
We're looking for a Student Support Advisor to join our team and deliver outstanding service to our learners. You will be responsible for handling learner queries, providing timely and accurate information, and ensuring a smooth learner journey from enrolment through to completion. This is a hands-on role requiring excellent communication, problem-solving skills, and a learner-first mindset. You will work closely with colleagues across the business to resolve issues, maintain service quality, and contribute to a positive learning experience.
Key Responsibilities
1. Learner Support & Case Management
- Respond to learner queries via email, phone, and the learning hub, ensuring accurate and timely resolutions.
- Assist learners with navigating the LMS (e.g., Thought Industries) and troubleshooting common technical or access issues.
- Support the completion of administrative tasks such as enrolments, withdrawals, and changes to learner details.
- Follow established processes for handling queries and escalate complex cases to the Student Support Lead or Manager when required.
2. Service Quality
- Maintain accurate and up-to-date learner records within the CRM (e.g., HubSpot).
- Ensure all communication with learners is clear, professional, and aligned with Avado's tone of voice.
- Monitor your own caseload to meet agreed service level agreements (SLAs) and response times.
3. Operational Support
- Assist with routine reporting and updates to the support team on learner progress or issues.
- Help maintain resources in the team's SharePoint hub to ensure information is current and accessible.
- Participate in regular team meetings, training, and quality assurance reviews.
4. Collaboration
- Work with tutors, product, and curriculum teams to ensure learner needs are met.
- Liaise with the Sales, Delivery, and Finance teams on learner payment, cancellation, or refund queries.
What We're Looking For
- Experience in a learner support, customer service, or administrative role (education sector desirable).
- Strong written and verbal communication skills.
- Good organisational skills and the ability to manage multiple priorities.
- Proficiency with CRM/LMS systems (HubSpot and Thought Industries desirable).
- Detail-oriented with a professional, solution-focused approach.
- Collaborative mindset and willingness to learn.
What you'll get:
Lots of benefits including:
- Holidays – 25 days plus bank public holidays, increasing by 1 day after 2 years and a further day after 4 years.
- A day off on or around your birthday.
- Cycle2Work scheme
- Statutory pension and life assurance.
- Access to Employee Assistance Programmes
- Various opportunities to gain an immersive experience into a range of Avado products and proposition.
- On-demand access to our Avado Connect community
Curated personal development and learning tools – SEEDL platform
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And… just for being here, we offer you a culture that's created and nurtured by super smart people and underpinned by our Values which guide our thinking, decisions and actions, creating a truly unique place to work. You will also get to be at the forefront of helping a very diverse range of professionals enhance their careers, whether at the early stages or later down the line. You'll enjoy an environment with an enviable workspace to use in West London, serious personal development opportunities (well, we are a learning organisation after all), and some rather nice job-related and lifestyle perks.
And we're highly inclusive….
Avado is one of those rare places where anyone from anywhere with any background or experience is free to come and do their very best work. We believe in the diversity of thought, as that's what helps us help our clients and learners – whether investing in their own development, or having their employer invest for them. Equality, diversity and inclusion are values that underpin our success; come and see for yourself!
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