Student Success Consultant - Randburg - Lyceum College

    Lyceum College
    Lyceum College Randburg

    1 day ago

    Description
    The Student Success Consultant serves as the first-line academic support contact for students, providing responsive, accurate, and student-centred assistance within Lyceum's distance learning environment.

    The role is responsible for resolving student queries, maintaining effective communication, and ensuring a seamless student experience, while also implementing targeted academic support interventions to improve student engagement, retention, and success.

    The incumbent operates within a consultative and data-informed framework, integrating academic support, distance learning pedagogy, and student wellbeing considerations, while ensuring compliance with institutional and regulatory requirements.

    KEY RESPONSIBILITIES

    1. Student Liaison, Query Resolution, Administrative Coordination and Reporting (40%)
       
        Key Deliverables
          
    • Serve as the primary first-line contact for student academic support queries
          
    • Resolve queries related to academic progress, institutional policies, procedures, and support services within defined turnaround times
          
    • Facilitate communication between students and academic or support departments to ensure timely resolution of issues
          
    • Escalate complex or unresolved matters appropriately while maintaining ownership and follow-through
          
    • Provide clear, accurate, and timely feedback to students on all queries and interventions
          
    • Maintain accurate and up-to-date records of all student interactions, academic progress, and support interventions
          
    • Capture and track all student engagements in institutional systems in line with audit and compliance requirements
          
    • Support onboarding and orientation processes to ensure effective student integration
          
    • Compile reports on student engagement, query trends, and intervention outcomes
          
        Performance Indicators
          
    • Query response and resolution turnaround times
          
    • First-contact resolution rate
          
    • Student satisfaction levels
          
    • Accuracy and completeness of student records
          
    • Reduction in repeat queries and escalations
          
    • Timeliness and quality of reporting

    2. Academic Engagement and Success Support (15%)

        Key Deliverables
          
    • Conduct structured one-on-one and group academic support sessions
          
    • Provide guidance on academic literacies, study techniques, and time management
          
    • Facilitate academic workshops and promote enrichment initiatives
          
    • Monitor student engagement patterns and initiate support actions

        Performance Indicators
          
    • Improvement in engagement levels
          
    • Participation rates in support sessions
          
    • Student feedback on academic support
          
    • Reduction in disengagement indicators

    3. Facilitation of Distance Learning Pedagogy and Self-Regulated Learning (10%)

        Key Deliverables
          
    • Apply distance learning pedagogy principles in all student engagements
          
    • Support students in developing self-regulated learning skills
          
    • Develop and share resources that promote effective online learning
          
    • Use engagement data to inform targeted academic support

        Performance Indicators
          
    • Improvement in student learning behaviours
          
    • Increased utilisation of support resources
          
    • Evidence of structured, pedagogy-informed interventions

    4. At-Risk Student Identification and Intervention (10%)
       
        Key Deliverables
          
    • Identify at-risk students using institutional tools and data
          
    • Implement targeted academic interventions
          
    • Track student progress and outcomes
          
    • Maintain auditable intervention records

        Performance Indicators
          
    • Number of at-risk students identified and supported
          
    • Improvement in performance of identified students
          
    • Completeness and accuracy of intervention records

    5. Student Wellbeing and Academic Performance Integration (5%)

        Key Deliverables
          
    • Identify students whose academic performance is impacted by wellbeing factors
          
    • Initiate appropriate interventions and referrals
          
    • Collaborate with Academic Advisors and relevant departments
          
    • Maintain records of wellbeing-related interventions

        Performance Indicators
          
    • Timeliness of identification and referrals
          
    • Effectiveness of interventions
          
    • Evidence of improved engagement post-support

    6. Quality Assurance, Compliance and Institutional Collaboration (10%)

        Key Deliverables
          
    • Ensure all support activities align with institutional policies and regulatory requirements (CHE, DHET)
          
    • Participate in audits and quality assurance processes
          
    • Contribute to policy development, SOPs, and self-evaluation reports
          
    • Provide insights on student trends to inform institutional improvements

        Performance Indicators
          
    • Audit outcomes
          
    • Compliance with processes and documentation
          
    • Contribution to quality initiatives

    7. Student Development, Training and Institutional Engagement (10%)

        Key Deliverables
          
    • Facilitate student development sessions (academic literacies, digital skills, referencing)
          
    • Collaborate with internal teams on support initiatives
          
    • Represent Student Support Services in faculty meetings, academic forums, and relevant committees.
          
    • Participate actively in institutional committees, contributing to the enhancement of student-related policies and procedures.
          
    • Provide feedback to management on trends and challenges affecting student retention, engagement, and progression.
          
    • Contribute to development of support resources and content

        Performance Indicators
          
    • Number and impact of development sessions
          
    • Contribution to institutional initiatives
          
    • Quality of engagement in committees

    Requirements

    REQUIREMENTS OF THE JOB

    1.     A Bachelor's degree in one of the following (or closely related) fields is required:

    · Education (preferably with a focus on Learner Support, Inclusive Education, or Academic Development)

    · Psychology

    · Social Work

    · Public Administration (with exposure to student services or academic governance)

    · Development Studies or Communication (with student-centred support components)

    2.     A Postgraduate qualification in Education, Student Support, or Counselling will be advantageous.

    3.     At least two years of experience in student support, student affairs, academic advising, or counseling within a higher education environment.

    4.     Familiarity with distance and digital learning environments and proficiency with digital academic platforms.

    Essential Competencies

    · Excellent interpersonal and communication skills.

    · Strong ability in academic counselling, student advising, or pastoral care.

    · Exceptional organizational and administrative capabilities.

    · High level of proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with Learning Management Systems (LMS), such as Moodle.

    · Critical thinking, problem-solving, and decision-making skills.

    · Ability to maintain confidentiality, demonstrate empathy, and work sensitively with diverse student populations.

     Additional Competencies

    · Experience and knowledge of the regulatory frameworks governing private higher education in South Africa, including CHE and DHET requirements.

    · Demonstrated ability in data management, reporting, and analytical skills relevant to student support and retention analytics.

    Key Attributes

    · Student-centered approach with strong interpersonal and motivational skills.

    · Professionalism, reliability, and integrity in conduct and interactions.

    · Excellent organizational skills and the capacity to handle multiple tasks simultaneously.

         · Commitment to continuous professional improvement and institutional goals.
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