Purpose of the Role

This Student Placement Support role assists the Student Placements team by contacting services to secure student placement opportunities.

The role focuses on making calls, documenting outcomes, and following up via approved scripts and email templates. Staff must escalate complex queries beyond their training to senior staff, ensuring a safe, timely, and well-organized placement process.

Area of Accountability:

Ensure timely engagement with placement providers to secure student placement opportunities.

• Complete a minimum of X calls per day/week to potential placement providers.

• Achieve at least Y% positive responses from contacted providers willing to host students.

• Document all provider interactions by end of day.

• Use approved call scripts for consistent communication.

• Follow up using standard email templates.

• Escalate complex queries to senior placement staff.

Maintain high-quality and accurate record-keeping of all placement interactions.

• 100% of calls and emails are logged with relevant outcomes.

• Follow-up actions are tracked and completed within specified timeframes.

• Identify trends or recurring issues and escalate to supervisors.

• Use standardized documentation templates.

• Conduct weekly elf-audits of records.

• Report feedback or issues to senior staff for resolution.

Operate within defined scope and escalate appropriately to protect students and providers

• No instances of staff providing advice outside of training.

• All complex scenarios are escalated immediately.

• Adherence to scripts and templates with communications.

• Prioritise daily calls based on provider availability and response history.

• Check the placement database before contacting a provider to avoid duplication.

• Maintain a personal checklist of completed calls and follow-ups to ensure nothing is missed.

• Highlight any patterns in provider responses (e.g., consistent refusals or requirements) for senior staff attention.

Selection Criteria

Qualifications

• Post secondary qualification in a relevant field, or an equivalent combination of relevant experience/ training.

Background

• Previous experience in administrative, customer service, or call-centre roles preferred but not essential.

• Experience in education, childcare, or school environments is advantageous.

• Demonstrated reliability and ability to manage tasks independently in a remote work setting.

Skills

• Strong communication skills, particularly over the phone and in written emails.

• Ability to follow detailed instructions, scripts, and templates accurately.

• Strong organizational skills and attention to detail to maintain accurate records.

• Ability to prioritize tasks and manage a workflow independently.

• Comfortable escalating issues beyond their scope to senior staff.

• Basic problem-solving to handle simple, routine scenarios within defined procedures.

• Proven organisational skills with the ability to prioritise and meet deadlines.