OES student advisors act as the daily ‘voice’ of our partner universities. Through phone, email and web chat support, they build engagement with students, guiding them expertly through their online study journey.
As Team Leader, Nathan is responsible for ensuring student advisors deliver a premium experience. “We are at the forefront of many student-facing changes that occur throughout the year. It is my responsibility to ensure those changes are embraced with agility and perseverance, so that we can guide students through any impacts,” he says.
He supports his team to drive innovation, helping OES set the highest benchmarks in student support.
“My team members know that I have their back, which I believe helps us achieve success as a collective,” Nathan explains. “It gives everyone the confidence to continually challenge and evaluate our approaches to find the best ways to support our students.”
Leading with communication
Nathan is responsible for the recruitment, training, upskilling and coaching of student advisors. He liaises with partner stakeholders and feeds information back to his team, to ensure clear and agreed expectations.
“Leading a large group of people can be challenging at times. I need to provide my team with consistently good communication. I think you have to be genuine and honest, and be the true version of yourself,” he says.
“An ability to look forward is also key, as learning from the present helps inform significant and positive change in the future. Lines of communication must be open and encouraged at all times.”
Data-driven improvement
Nathan keeps a sharp eye on his team’s performance against agreed service levels. He looks for ways to streamline processes while always being ready to respond to peaks in demand.
Known for its strategic application of data, OES has implemented a workforce management tool that provides relevant stakeholders with regular performance updates.
“As well as helping achieve our partners’ goals, it is a great example of how OES sets its staff up for success. We use the data to learn and adapt. We are getting great insights about our staffing requirements, highlighting when we may require more ‘hands on deck’ to effectively meet students’ needs.”
Everyone has a voice at OES
Nathan is acutely aware of the vital role his team of advisors plays in the overall student experience.
“It’s up to us to guide and assist students through each part of the study journey. In every interaction, we aim to build a connection with students that leads to a lasting, positive relationship with the university.”
OES’s team culture shone through during the extra challenges created by COVID-19 and continues to make an impact.
“As an inbound phone team, we stuck together to manage some very unique scenarios. Now we are supporting each other as we transition to a blended model of working. Our team genuinely loves working together and it’s something new team members pick up on very quickly!”
Nathan says new staff will quickly be embraced into this empowering team culture. “I love how everyone has a voice and everyone can make a difference, no matter if you have been here for five minutes or five years.”
