Learner Support Specialist

Davies

12d•Remote

About The Position

The Learner Success Associate (LSA) is a frontline, learner-facing role responsible for supporting, engaging and retaining B2C learners across Davies’ Professional Qualifications & CPD portfolio. Acting as a trusted point of contact, the postholder will provide clear guidance, encouragement and operational support throughout the learner journey, helping learners remain motivated, informed and on track towards successful qualification achievement. The role is critical to the continued delivery and growth of the B2C offering. It contributes directly to learner satisfaction, retention, acquisition and revenue performance through proactive communication, responsive service, confident guidance and the identification of progression, cross-sell and employer-led opportunities arising from learner interactions. Working closely with colleagues across Marketing, Product, Client Success, Delivery and Business Development, the Learner Success Associate will ensure learner interactions are timely, joined-up and insight-led. The postholder will also feed learner feedback, enquiry themes and market intelligence back into the wider business to support continuous improvement of products, services, communications and learner experiences, while helping to strengthen Davies’ visibility within relevant learner, financial services and professional education networks. This is a fully remote, UK-based position.

Requirements

DipPFS qualification through the Chartered Insurance Institute (CII), or actively working towards completion
Strong understanding of CII qualifications, UK financial services & insurance qualification pathways, learner progression routes and how professional learning supports career progression
Experience supporting customers, learners or clients in a service-focused environment, ideally within financial services, insurance or professional education
Excellent verbal and written communication skills, with the ability to provide clear information, advice and guidance (IAG) and explain complex qualification, study, progression and career development information confidently
Strong relationship-building and learner engagement skills, with the ability to build trust, encourage motivation and support learner retention
Proactive approach to learner communications, including identifying when learners may need additional support, encouragement or signposting
Ability to recognise progression, cross-sell, upsell or employer-led opportunities from learner conversations and refer them appropriately
Commercial awareness and an understanding of how learner acquisition, support, retention and progression contribute to B2C sales and revenue performance.
Ability to capture, organise and communicate learner feedback, enquiry themes and market insight to support continuous improvement
Excellent administrative skills, attention to detail and confidence maintaining accurate learner records, enquiry notes and support actions
Strong organisational and time-management skills, with the ability to prioritise workload and manage competing learner and business demands
Competent user of Microsoft Office applications, including Outlook, Teams, Excel and Word
Experience working independently and collaboratively within a remote team, with confidence communicating across internal teams and external stakeholders

Nice To Haves

Industry experience within financial advice, financial planning or related professional services
Experience using email platforms, such as Mailchimp, and social media channels to support learner acquisition, communications, engagement and promotional activity.
Experience contributing to market visibility, networking or sector engagement activity, including building professional relationships externally.

Responsibilities

Act as a primary point of contact for B2C learners across Davies’ Professional Qualifications & CPD portfolio.
Provide accurate information, advice and guidance (IAG) on UK qualification pathways, study options, examination requirements, career progression opportunities and progression routes.
Build positive and supportive learner relationships that encourage confidence, engagement, retention and achievement.
Respond to B2C learner enquiries promptly and professionally, ensuring resolution within agreed service levels.
Support structured learner communications and engagement activity across key points in the learner lifecycle, including exam support, workshop promotion and progression messaging.
Support learner acquisition activity by contributing insight, content ideas and learner-facing messaging that help prospective learners understand Davies’ Professional Qualifications & CPD offer and take confident next steps.
Escalate learner concerns, complaints, confusion points or risks appropriately to ensure timely resolution and a consistent learner experience.
Capture learner feedback, enquiry themes and market insight to support continuous improvement of products, services, communications and learner journeys.
Identify potential progression, cross-sell and employer-led or B2B opportunities arising from learner interactions and refer these to relevant colleagues where appropriate.
Maintain accurate learner records, enquiry notes and administrative systems in line with company procedures and data protection requirements.
Collaborate with colleagues across Client Success, Marketing, Product, Delivery, Operations and Business Development to ensure learner-facing activity is joined-up, commercially aligned and supports both learner acquisition and retention.
Contribute to B2C sales, retention and revenue performance by supporting learners to make informed decisions and progress confidently through relevant products and pathways.
Represent Davies professionally in learner interactions and, where appropriate, through relevant UK-based professional networks, events and sector activity, helping to build market visibility and awareness of Davies’ Professional Qualifications & CPD offer.