Address About QS
QS is the world’s leading provider of services, analytics, insights, and intelligence to the global higher education sector - supporting university excellence across the world. Our student recruitment and enrolment solutions enable universities and business schools to connect with talented individuals seeking to further their academic progress and career development. Our portfolio of professional services includes consultancy, student mobility and academic partnerships management, and branding solutions. We publish highly visible and influential rankings of international universities, including the QS World University Rankings which reaches a global audience of hundreds of millions of people.
Founded in 1990, our activities span across 50 countries, working with over 2000 of the world’s leading higher education institutions and over 12,000 employers. Headquartered in London, QS has over 750 employees globally with offices in 14 different countries, including Australia, Malaysia, India, Romania, Singapore, France, Germany, and the USA. QS keeps growing organically, through acquisition and by recruiting top talent across key regions.
What inspires us?
At QS, our culture fosters a flexible working environment that encourages our employees to own their career whilst personally and professionally thriving. We collaborate, respect, and support each other – and as a company, our values underpin these.
Our mission is to empower motivated people around the world to fulfil their potential through higher education, and to ensure everyone has the same opportunity to achieve that potential. We celebrate the diversity of our teams and believe through sharing our experiences we can learn from one another and become stronger together, which enables us to achieve our goal.
At QS, you’ll be responsible for implementing real change in the international higher education landscape, full of exciting and interesting challenges where you can drive positive impact across the business.
In October 2023 we were thrilled to be included in Newsweek’s Top 100 Most Loved Workplaces in the UK list which is compiled using employee sentiment and satisfaction data.
Using insights from more than two million employees in organisations with 50 to 100,000 members of staff, the list recognises workplaces where employees feel most respected and appreciated.
The role
The Team Leader Student Success, oversees and manages day to day operations, with a focus on resource management, training, quality assurance and team motivation, ensuring delivery of services in line with client agreements across the department. The Team Leader is responsible for preparing and maintaining all Student Success related protocols and supporting documentation, as well as reviewing processes on an ongoing basis.
Role responsibilities:
The responsibilities of the Team Leader include:
Resource & Prospect Management
Support the team and ensure queues are processed in line with internal QS departmental KPIs and client service level agreements.
All inbound phone calls, live chats and social media interactions are answered promptly and efficiently with a focus on case management, institution engagement and customer service.
Follow up calls and emails must be scheduled and completed in a timely manner.
Proactively identify potential operational issues and plan team leave and public holiday resourcing.
Prioritise and assign tasks accordingly.
Ensure that all internal team KPIs are met – quality & productivity.
Training
Provide or coordinate training to new and current staff.
Assist with new team member onboarding process.
Ensure all team members have appropriate training and other resources to perform their jobs.
Creating support material where required and updating existing materials regularly.
Provide all Student Success Lead Trainers adequate time to update accounts and organise huddles.
Contribute to best practices and communicate the best practice procedures to the team.
Team Motivation
Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
Listen to team member feedback and escalate to Managers where necessary.
Organise and maintain team huddles.
Ability to motivate and energise team in line with QS Values
Performance Metrics
Review of the available reporting dashboards to identify resourcing gaps, areas of need, client specific reports and call lists.
Identify trends, opportunities, and challenges through an in-depth analysis.
Stakeholder Management
Develop effective working relationships with internal and external stakeholders.
Perform management duties in the absence of a manager.
Maintain a positive, constructive, and professional demeanour when communicating with clients.
Able to travel domestically or internationally as required. Attend conferences, exhibitions, and public speaking arrangements.
Key skills and experience:
Skill sets required are as follows:
High level of communication and leadership skills.
Ability to plan personal workload.
Ability to work and perform well under pressure.
Result oriented.
Good time management and decision-making skills.
Ability to work effectively as a team.
Ability to balance team’s needs with meeting the overall organisational goals. Generate reports and use excel formulae where required.
Other considerations:
Call centre operations leadership experience is valuable. Knowledge of Microsoft Excel is desired.
QS Quacquarelli Symonds is proud to be a fair and equal organisation where everyone has the same opportunity to achieve their full potential, irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another, be stronger together, and enable our business to thrive.
