OES Course Consultants are often the first person prospective students speak to when they begin researching a university or a particular course. While there are established processes for guiding students from enquiry to application and enrolment, Team Leader Oliver coaches his team to take a personalised approach to every student.
“Our job is to understand students’ needs and enrol them into a course that is best suited for them. This helps them with their long-term goal of upskilling and gives them the best chance to further their career,” he says.
Oliver has worked at OES for two years. He was a Senior Course Consultant before becoming a Team Leader. OES Course Consultants require resilience, patience and good people skills, he says.
“A big skill I have gained at OES is valuing different forms of communication. Everyone communicates in a different way. What’s most important is listening to students and adapting accordingly.”
Coaching for success
Oliver leads consultant teams dedicated to partner universities. As well as regular onboarding and refresher training for all staff, he provides individual coaching.
“I work with each Course Consultant to review their cases, including what worked and what could be improved. We identify different strategies to improve student support and achieve enrolment targets,” he explains.
A close-knit team environment leads to staff feeling supported, and able to deliver better student support as a result.
“We all look after each other. We have a close relationship with prospective students, so we need to be in the right frame of mind to show integrity and empathy and communicate clearly.”
Constant improvement
OES’s award-winning culture of innovation extends to its support services. Oliver is currently reviewing SMS (text messaging) strategies, looking for opportunities to re-engage deferred students and uplift course retention.
“Agility has been a huge part of our success during COVID-19. We adapted quickly to restrictions to continue providing excellent support,” he says.
Working at OES
As a Senior Course Consultant and now a Team Leader, Oliver has enjoyed the opportunity to work with OES colleagues across all departments. “Everyone is approachable and it really is a workplace where your opinion is valued, which helps make work enjoyable,” he says.
In his team, he promotes open and honest communication, regular catch-ups and frequent ‘refresh breaks’ to maintain motivation.
“We are a close team and I know everyone pulls their weight.”
