Learner Support Specialist

Role Overview

• 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.

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

Benefits

• Reward platform – discounts for over 800 retailers
• 25 days holiday (rising with service)
• Well-being centre
• Recognition programme
• Paid fertility appointments
• Fostering friendly employer
• Pension
• matched contribution at 5%
• Life Assurance (4 x basic salary)
• Development, training, and professional qualification