Job Description

Position Purpose

The Student Services Collections & Retention Administrator plays a pivotal role in ensuring the smooth operation of Learning Online’s collections, retention, and cancellation processes. The role focuses on maintaining strong student relationships while ensuring compliance with payment terms and supporting students to remain successfully enrolled.

This position ensures students receive prompt, empathetic, and effective support while administrative and financial processes are maintained accurately. The role supports tutors and other teams by managing inboxes, cases, student records, and correspondence related to collections, billing, and cancellations.

Reports to

Student Services Manager

Key ResponsibilitiesCustomer Service & Student Support

Provide exceptional customer service to students, demonstrating empathy, patience, and professionalism in all interactions.

Handle challenging or sensitive situations with diplomacy and tact, maintaining a positive experience for students.

Respond to student inquiries via phone, email, and case management systems in a timely and accurate manner.

Manage inboxes and case queues related to collections, cancellations, and retention, ensuring all correspondence is actioned promptly.

Proactively engage with students at risk of withdrawal to discuss available support options, payment solutions, or alternative study arrangements.

Handle student complaints and disputes with professionalism, empathy, and adherence to company policy.

Manage difficult conversations via phone and email calmly and confidently, working toward positive outcomes for both the student and the business.

Collections & Account Management

Manage a portfolio of student accounts across various stages of payment and arrears.

Conduct outbound calls, emails, and SMS follow-ups to recover outstanding balances.

Support students in setting up or resuming payment plans, processing payments, and updating payment schedules.

Complete related administrative and billing tasks, such as updating card details, adjusting payment dates, and logging financial actions.

Maintain detailed and accurate case notes, payment histories, and communications in Salesforce, finance systems, and other relevant tools.

Escalate complex, high-risk, or non-compliant cases to senior staff when required.

Ensure all collections activities comply with relevant financial regulations, consumer laws, and company policies.

Assist in Billing, payment queries

Consistently meet monthly performance targets relating to resolution rates, recovery outcomes, and response times.

Retention & Cancellations

Assist with post–cooling-off cancellation correspondence, ensuring students are informed when cancellation is no longer available under policy.

Email students who are past their cooling-off date to outline next steps and discuss available retention or support options.

Handle inbound cases and emails from students requesting cancellations or account reviews, maintaining a professional and empathetic tone.

Use active listening, empathy, and problem-solving to explore options such as deferrals, alternative payment plans, or course transfers.

Record and track all cancellation requests accurately, ensuring follow-up actions and documentation are completed.

Manage the cancellation dashboard and inbox, ensuring timely and compliant responses.

Identify at-risk students early and engage them proactively to prevent withdrawal.

Support retention reporting and identify common themes or trends in cancellations to inform process and policy improvements.

Performance & Collaboration

Work closely with the Student Services Department, Tutor Operations Manager, and other internal teams to achieve department goals.

Contribute to continuous improvement by identifying opportunities to enhance efficiency, accuracy, and the overall student experience.

Participate in regular training and feedback sessions to maintain up-to-date knowledge of systems, compliance requirements, and best practices.

Support team initiatives and share insights to strengthen student satisfaction and financial outcomes.

Professional Skills, Qualities, and Experience

Experience in customer service, collections, or retention roles (education or finance background preferred).

Excellent verbal and written communication skills, with a confident and empathetic phone manner.

Strong negotiation and problem-solving abilities, with resilience in managing difficult conversations.

High attention to detail, accuracy, and organisational skills to manage high case volumes.

Competent in CRM systems (Salesforce preferred), payment processing, and Microsoft Office tools.

Goal-oriented and comfortable working to clear targets and KPIs.

Sound understanding of administrative, operational, and financial processes within a student services environment.

Proven ability to manage complaints and navigate sensitive or emotionally charged situations effectively.

Indirect Reports

While this role reports directly to the Student Services Manager, the position will also work collaboratively with:

Student Services Operations Manager – for operational, course, and LMS support matters.

Head of Student Services – for escalations or cross-departmental initiatives.

CFO