Course Coach Vacancy

Customer service large

Course Coach

The main purpose of this position is to drive student performance and course satisfaction. Coaches strive to build relationships with students, helping them set goals and create personalised success plans. They drive student performance by monitoring specific “at risk” behaviours and acknowledging notable achievements. Coaches are focused on offering proactive student support, personalised communication, and innovative course presentation management for each course in their portfolio.

Key responsibilities

  • Provide proactive support and communication to international students, taking a holistic approach to their needs and progress throughout the course presentation.

  • Assist students in setting goals and creating action plans for academic success.

  • Proactively manage the use of data and metrics in measuring and driving student engagement.

  • Help students stay on track with their studies, overcome challenges, stay motivated, manage their time and achieve academic goals.

  • Manage the ongoing relationship with relevant head tutors, including actively collaborating with them to drive student performance and promote course development; and ensuring that head tutor is performing as necessary.

  • Take an active interest in course development by working collaboratively with other team members on course design, virtual learning environment offerings, marketing strategies, and so on.

  • Continuously seek ways to improve course offering, using data to measure the impact of innovation and experimentation.

  • Complete structured and unstructured tasks related to each course during the preparation, presentation, and wrap-up phases and constantly seek opportunities to improve processes.

  • Work closely with other departments to ensure operational efficiency is achieved during course presentation.

  • Assume responsibility for own productivity, remain up to date on company projects, and ensure company and department objectives are met.

  • Participate in continuous coaching, personal and team development training.

  • Look to innovate and drive the coaching function.


Job requirements

  • Appropriate tertiary qualification (preferably in Organisational Psychology, Psychology, Social work,  Communication, Customer Service, or related fields).

  • An interest in coaching, mentoring and people development

  • Computer literacy, including competence in using Microsoft Office and basic Excel.

  • Ability to multitask and manage projects.

  • Skills in organising time and establishing priorities.

  • A high level of confidence and professionalism.

  • A passion for customer service, coaching and driving student engagement.

  • A willingness to learn, and to adapt to an ever-evolving environment.


Job specific competencies

  • Excellent written and verbal communication skills.

  • Great interpersonal skills.

  • Attention to detail.

  • Ability to work under pressure and handle stress.

  • Passion and a 'can-do' attitude.

  • Excellent telephone etiquette.


Remuneration:  Negotiable depending on experience
Job level:  Junior
Type:  Contract, 40-hour working week, Overtime and after hours may be required
Reports to:  Student Performance Manager
Start Date:  As soon as possible
Reference:  #GSCC