OES Student Advisors and Coaches provide responsive, multi-channel support when and where students need it most. Through phone, email, webchat and even webinars, the OES Student Support team is focused on making the study journey accessible and ultimately successful, from enrolment to graduation for every student. Student Support Manager, Christie explains the importance of accurate and genuine support.
The helpful voice of the university
Advisors are trained in the policies and procedures of OES partner universities. Christie liaises with university stakeholders to ensure her teams are ready to respond to an enormous variety of questions in the most authentic and helpful way.
“Our Student Advisors have such an important role to play, as they are often the first point of contact when students have questions or need extra support. Our goal is to set students up for success in their studies and help them overcome any hurdles along the way.”
These hurdles can range from small administrative and technology questions to financial or health challenges that can be a serious barrier to study success.
Christie ensures her teams have the tools and knowledge at hand to deal with diverse issues. ” We are continually working to update and refine our team processes, in consultation with the partner universities,” she says.
Excellent people management, including team members and stakeholders, is required in Christie’s role. She communicates and collaborates with a wide range of people.
Agility is critical, she says, as every day is different!
“Education is a dynamic space, particularly during the past two years! I need to be able to respond to changing situations with composure.”
Christie believes in “respectfully challenging” the status quo in pursuit of innovation. “I’m constantly looking for new ways of approaching tasks and challenges. I want to keep enhancing the support we offer, so students have an incredible experience.”
Supporting a team
Christie strives to support each team member, so they in turn can provide high quality support for students. “A key part of my role is providing honest feedback to others, to support the ongoing development and success of the team,” she says.
Sharing positive feedback from students is an excellent tool to celebrate success and refine support strategies within the team. In fact, Christie has honed her team-building skills at OES, after starting her role in August 2020, in the middle of a long lockdown in Melbourne, Australia.
“A unique skill I have gained is keeping teams engaged while working remotely. Daily quizzes, scavenger hunts and virtual Olympics were fun team-building activities over the past two years!”
“In the face of challenging times, our Student Advisors are determined to be there for our students.”
As well as nurturing her own leadership skills, Christie encourages career growth for others. She initiated a career development project within OES.
“I wanted to map out potential pathways at OES for those working in student operations. It has been really rewarding to hear people’s journeys and their advice for others who may wish to follow in their path,” she says.
“OES offers constant opportunities to grow your skills and develop your career. I started as a Student Advisor at OES, then moved into a Team Leader role and was recently promoted to the role of Manager of Student Support for multiple partner universities. I am so grateful to be a part of an engaged, motivated, clever and fun team.”