Role: Student Support Manager
Location: London Office (4 days a week in office)
Hours: Full-time (37.5hrs/week)
About Avado
At Avado, we believe all transformation starts with people. As a Platinum provider of CIPD training, we empower HR and L&D professionals to build the skills, mindsets, and capabilities needed for the future of work.
In a world reshaped by AI and rapid change, we’re committed to developing future-ready people professionals through high-impact, accredited learning experiences. Our programmes combine practical application, collaborative learning, and award-winning design to ensure our learners – and their organisations – can thrive and grow.
Our connected learning approach blends deep expertise, innovative technology, and a strong community of support. From early-career learners to experienced practitioners, we deliver real, measurable change that supports individual growth and business transformation.
Avado is part of the Blenheim Chalcot portfolio – the UK’s leading digital venture builder – giving us access to a powerful network of innovation, investment, and expertise.
About the Role
We are looking for a proactive and people-focused Student Support Manager to lead and manage the Student Support function. You will be responsible for overseeing the delivery of high-quality learner support across all programmes, driving team performance, optimising operational processes, and ensuring an excellent learner experience from onboarding through to completion. This is a strategic and operational leadership role with direct line management responsibilities. It requires excellent communication, coaching, and project management skills, as well as the ability to embed service standards and champion continuous improvement.
You will also work cross-functionally to resolve learner-impacting issues, ensure awarding body compliance, and contribute to broader operational initiatives.
Key Responsibilities
Team Leadership & Development
- Line manage the Student Support team, including 1:1s, performance reviews, and career development planning.
- Set and monitor OKRs and SLAs in alignment with company-wide objectives.
- Develop and deliver onboarding, coaching, and upskilling activities for the team.
- Foster a culture of accountability, collaboration, and continuous development.
Operational Oversight
- Oversee support operations and task allocation to ensure consistent coverage and service continuity.
- Own the CRM and LMS systems from a support perspective (e.g., HubSpot, Thought Industries), including performance monitoring and issue resolution.
- Ensure the maintenance and accuracy of support documentation and knowledge bases (e.g., SharePoint).
- Analyse support trends to improve processes, eliminate blockers, and enhance learner outcomes.
Cross-Functional Collaboration
- Act as the primary liaison between the support team and other functions (tutors, product, tech, finance, quality, and curriculum).
- Partner with internal teams to resolve systemic learner-impacting issues, supporting root cause analysis and preventive action.
- Support compliance with awarding body requirements (e.g., CIPD), including enrolments and registration processes.
- Contribute to the improvement of learner support tools, including the Help Centre and AI assistants (e.g. Ardo, Ava), by providing content updates and user feedback.
Programme & Service Management
- Champion high-quality learner experiences and resolve higher-risk or systemic issues escalated from the Lead or wider team.
- Monitor learner feedback and performance data, using insights to iterate and improve service design.
- Ensure all activity is compliant with legal, data protection, and regulatory obligations.
Continuous Improvement
- Identify and lead service improvement initiatives and operational transformation projects.
- Contribute to organisational strategy by aligning team delivery with business goals.
- Support recruitment and oversee onboarding of new team members.
- Promote a CPD culture across the team.
What We’re Looking For
- 2+ years' experience in learner support, operations, or customer success roles
- Strong line management experience in a high-performing service or education team
- Familiarity with education regulations, awarding bodies (especially CIPD), and learner journeys
- CRM/LMS platform expertise (Hubspot preferred)
- Strong coaching, communication, and conflict resolution skills
- A process-driven mindset with experience managing change and continuous improvement
What you’ll get:
Lots of benefits including:
- Holidays – 25 days plus bank public holidays, increasing by 1 day after 2 years and a further day after 4 years.
- A day off on or around your birthday.
- Cycle2Work scheme
- Statutory pension and life assurance.
- Various opportunities to gain an immersive experience into a range of Avado products and proposition.
- On-demand access to our Avado Connect community
- Curated personal development and learning tools – SEEDL platform
And… just for being here, we offer you a culture that’s created and nurtured by super smart people and underpinned by our Values which guide our thinking, decisions and actions, creating a truly unique place to work. You will also get to be at the forefront of helping a very diverse range of professionals enhance their careers, whether at the early stages or later down the line. You'll enjoy an environment with an enviable workspace to use in West London, serious personal development opportunities (well, we are a learning organisation after all), and some rather nice job-related and lifestyle perks. Oh, and one more thing - we're a Great Place to Work™ certified company, something we are rightly very proud of!
And we’re highly inclusive….
Avado is one of those rare places where anyone from anywhere with any background or experience is free to come and do their very best work. We believe in the diversity of thought, as that’s what helps us help our clients and learners – whether investing in their own development, or having their employer invest for them. Equality, diversity and inclusion are values that underpin our success; come and see for yourself!
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What We Do
True transformation isn’t digital, it’s human.
Avado is a people powered transformation partner creating tangible and measurable impact for people and organisations. We equip a diverse pool of UK talent with the skills they need to power both their own growth and that of their organisations.
We do this through designing digital, interactive learning experiences including work-readiness programmes, apprenticeships and professional qualifications, many of which help our clients maximise UK government skills funding.
That’s why we focus on inspiring the people who power an organisation. The people who bring your workplace culture to life. The people who make a real difference to your future. So whatever your business, you can rely on our learning and development experiences to ensure everyone has the skills they need in this fast-moving world
