Job details


University of Derby Online Learning

Responsible to

Online Learner Advisor Team Leader


Kedleston Road, Derby Campus


£20,550 to £22,200 per annum

Closing date

Thursday 29 April 2021

Contract type


Post type




About the role

Do you have a passion for making a positive difference in your department?

Would you like a new challenge and progression opportunities in an innovative educational environment?

Are you seeking a role with lots of variety, where you can develop your administration and customer service skills?

If yes, then we welcome your application! 

University of Derby Online Learning (UDOL) is the thriving online learning division of the University of Derby based at Kedleston Road.  We are currently looking to recruit two Online Learner Advisors within our Student Experience Team.  As an Online Learner Advisor, you will be responsible for building robust customer service activities, working closely with both academic teams and support services to enhance the student experience and to ensure deadlines are met and regulations are followed.  

Principal accountabilities

  1. Create a positive relationship with a caseload of students (by subject/programme).
  2. Improve retention rates by building relationships with student group, anticipating needs and communicating regularly.
  3. Work to predetermined departmental targets with regard to enrolment and retention.
  4. Work closely with the academic team to monitor student engagement and implement strategies to re-engage students. 
  5. Academic Lead/Programme Leader liaison with regard to production and timely distribution of individual study plans.
  6. Encourage and support enrolment activity within specified deadlines.
  7. Manage student finance claims/sponsorship processes.
  8. Provide advice and guidance to students regarding pace of study, withdrawals, authorised breaks from study, exceptional extenuating circumstances.
  9. Develop and produce monthly retention statistics and trend reports by programme. 
  10. Attend and contribute to programme committees and programme health checks.
  11. Maintain student management system, ensuring all communications and actions are recorded accurately, in a timely manner and within GDPR regulations
  12. Assist with Exceptional and Extenuating Circumstances (EEC) panels and assessment board processes to ensure consistency of contact and approach.
  13. Provide a high level of customer service to both internal and external customers, dealing promptly and effectively with all communication;
  14. Any other duties commensurate with the level of responsibility of the post and as required by the Online Learner Advisor Team Leader.

Person specification

Essential Criteria



Skills, knowledge & abilities

Business requirements

Desirable Criteria


Skills, knowledge and abilities



As well as competitive pay scales, we offer generous holiday entitlement. We also offer opportunities for further salary progression based on performance, and the opportunity to join a contributory pension scheme.

Find out more about pay and benefits

How to apply

You can apply by submitting an online application. Once you have signed in or registered with us you will be able to begin your application. If you are creating an account for the first time, please ensure you provide an email address that you access regularly as this will be our main means of contacting you regarding your application.

If you require any assistance, including the provision of any documentation in an alternative format, please contact the Recruitment team at

Please note all applications must be submitted online by Midnight GMT on the closing date of the vacancy.

Important information

Please note, unfortunately due to the SOC level and salary associated with this post we would be unable to sponsor any applicants requiring a skilled worker visa. For further information, please visit the skilled worker visa page at

If you wish to discuss your individual Visa arrangements in relation to this role, please contact us at


Our number one priority is to keep our staff, students and community safe as we continue to work through the pandemic. Upon appointment, full training will be given on the Health and Safety processes we follow.

Find out how we are ensuring the safety of our staff, students and community

Further details

Download Online Learner Advisor job descriptionDownload Online Learner Advisor job description

Six students walking in a line outside One Friar Gate Square, talking to each other and smiling

Why join Derby?

Challenging, interesting and constantly changing, the University of Derby is an extraordinary place to learn and an incredibly rewarding place to work.

Find out more about working at the UniversityFind out more about working at the University

We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect everyone who works for us to also share this commitment and to treat people with courtesy and respect.