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Valenture Institute is a private online high school offering an academically rigorous, socially-rich learning experience that equips students with the skills and courage to drive social change for a sustainable future.
Description
Our Student Success Support Coaches are passionate individuals who are deeply committed to helping our students succeed during their high school journey , and are the frontline custodians of the students’ learning experience. They are the custodians of pastoral care - overseeing the holistic well being of our students. Dedicated Student Success Coaches are responsible for providing premium, personalised support and solutions to students and their parents and building meaningful one-to-one relationships with students, with a primary focus on exceptional coaching strategies, customer experience and retention. Every high school student needs a champion, and this is where our Support Coaches come in.
Student Coaching & Support
Support the social and emotional wellbeing of our students by fostering student’s personal development.
Offer high-quality and consistent coaching and mentoring support to students in accordance with the strategies defined by the Student Success team.
Work closely with the Student Success Lead, Student Success team and Faculty to ensure delivery of a holistic, high-quality learning experience.
Take ownership of the role as the primary point of contact for students and their parents during the learning experience.
Be deeply committed to the responsibility for duty of care related to the role, and strictly uphold and abide by all policies and procedures.
Conduct student and parent onboarding.
Support students in mapping out their individualised High School progression plan.
Be committed to providing excellent support to both students and their parents at all times.
Provide prompt, effective support and personalised communication to student and parent queries via email, phone, and on the Online Campus.
Utilise an in-depth understanding of the technical functions of the Online Campus to guide a student in navigating their learning path and, where necessary, have basic knowledge on how to troubleshoot technical problems.
Provide an assessment of critical situations and determine when escalation is required to internal teams via pre-defined channels and follow up to ensure resolution.
Monitor and update data reports and student tracking sheets.
Host group sessions with students (this includes weekly Home Room and Learning Compass Sessions).
Develop and update individual student growth plans on a weekly basis.
Proactively alert the School Counsellor to potential psychological issues/barriers (referrals process).
Qualification Delivery
Employ creative thinking and problem solving techniques to provide quality administrative support. Which includes, but is not limited to: suspension, deferral, and cancellation requests as well as queries related to fees, student records, examinations and recognition.
Collaborate regularly with team members of the Faculty and Product divisions to ensure the optimal delivery of the learning experience for students and their parents.
Self-manage workload through the use of data and metrics to drive efficiency in order to meet defined KPIs and participate in regular qualitative coaching and development feedback.
Remain up-to-date on departmental processes and resolution procedures through ongoing training and development
Retention
A key success metric for the Student Success team is the successful retention of students. This is achieved through the delivery of an exceptional learning experience underpinned by quality coaching. Where students are encountering challenges in this regard the Student Success Support Coach is required to work with students, and their parents, to create personalised remediation and support plans in collaboration with the relevant Faculty team members.
Realities of the role
Valenture Institute is a fast-paced startup. We are not a traditional school! We are reimagining schooling and precedent needs to be adopted only where it has proven to have great results. If you think that traditional schools have it all figured out, this is probably not the right role for you.
Collaboration is the name of the game. We operate in highly specialised teams, and our ability to deliver an excellent student experience is premised on our team’s ability to collaborate, value the contributions of their teammates (including those in other teams) and see the value in the “rubbing of minds”. If you do not find value in having your ideas interrogated or others weighing in on how things could foreseeably be done, you are unlikely to enjoy the role. Similarly, if you are not comfortable with other teams being accountable for different parts of the learning experience, you are unlikely to find this environment to be a good fit for you.
The Student Success team are master multitaskers. They enjoy the pace and variety of parent and student engagements, coaching groups, monitoring multiple data points, updating student progress monitoring resources, collaborating with teams, dealing with special cases, and working on multiple systems — all in a day’s work! If you prefer long periods of deep, uninterrupted time, you are unlikely to enjoy this role.
Providing a seamless learning experience for students and parents often involves a lot of backend admin. The ideal candidate would have a pragmatic understanding of the value that administrative tasks bring to bear on the experience of an end user.
As a new brand of schooling operating at the forefront of digital disruption, technical challenges do arise. The ideal candidate will have an appreciation for how necessary it is to fail fast and fail forward, learn through iterative feedback loops, and embrace the process of continuous learning.
Change is constant as a result of rapid learning cycles. If consistent change gives you energy rather than drains your energy, you are likely to thrive in this environment. Similarly, if you are adept at managing yourself in a demanding environment and understand the importance of self awareness and boundaries in your work, you are likely to do very well.
Requirements
Undergraduate degree preferred, preferably in psychology, counselling, teaching, communications, social sciences or equivalent;
A minimum of 2 years experience in a service-oriented, customer support, student support or related role
Passion for education and working with students
Demonstrated passion for coaching, mentoring and customer service in the interests of the business and customer
Excellent command of the English language, verbal and written communication skills and demonstrated proficiency in telephonic engagement
Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally;
Ability to simply convey concepts, principles and procedures via multiple channels such as email, phone and chat;
Understanding of technical and business process at a high level;
Minimum technical proficiency in working on different systems (training will be provided);
Questioning, taking ownership of and simplifying the tasks to improve process efficiencies and achieve business outcomes.
Availability during standard working hours.
Must be comfortable working remotely and independently.
Stable internet connection and UPS for load shedding
Police clearance
Description
The Student Experience Lead - Faculty role at Valenture Institute oversees a cluster of Teachers and Teaching Administrators working to support our UCT Online High School. They are responsible for leading their team, providing day to day operational support, monitoring SLAs, providing input on student and parent cases and monitoring the quality of the support and teaching that the team provides.The Student Experience Lead role is focussed on people management and development and the holistic student experience at scale as we seek to serve thousands of students across the globe.
Managing Talent, Growth and Performance:
Work with the Student Experience Manager, to build a culture of student experience, teaching excellence, collaboration and innovation.
Provide direction and leadership to direct reports in line with the Student Experience team’s priorities.
Mentor, coach, develop, and motivate your team to enable them to facilitate transformative learning and support experiences.
Monitor key faculty performance indicators: grading deadlines, discussion forum engagement, attendance at office hours, live session engagement and liaison with Support Coaches on Valenture Institute systems.
Conducting ongoing training on Valenture Institute’s internal policies and processes.
Conduct quality assurance on Teacher student interactions (Teaching live sessions, grading, emails and calls etc) and support development through effective feedback and coaching conversations.
Overseeing redundancy in the team and ensuring effective workforce management and capacity planning day to day and at established planning intervals.
Ensure good collaboration and communication with the Product Division on all matters relating to timetabling, scheduling, capacity planning and process mapping for your Portfolio.
Ensure the timely creation and release of test and exam timetables and study guides
Student Experience
Work with the Student Experience Manager and the School Counsellor on continuously refining and improving our Pastoral Care offering
Provide support and guidance to Teachers and Support Coaches on high risk parent or student cases and ensure that the referrals process is utilised when it is required.
Be the first line of escalation for support coaches and teachers
Continuously evaluate and improve internal and student facing procedures and policies to best serve our students and the business
Ensure seamless collaboration between Student Experience, Product, Project Management and Admissions teams.
Liaise with other teams on inter-departmental processes.
Provide input into the development of the Learning Compass programme
Student Progress Monitoring and Assessment:
Working jointly with faculty and Support Coaches to take ownership of cohorts of students (organised into Home Rooms) and monitor student academic performance across subjects.
Running Student Progress Monitoring meetings together with Teachers and Home Room Support Coaches to monitor at-risk students and the effectiveness of planned interventions (according to our remediation policy which uses RTI).
Working with our School Counsellor and overseeing the progress of all students on Individual Support Plans within the allocated Home Room(s).
Maintaining the integrity of assessment data through ongoing quality assurance, moderation and data validation exercise
Communicate with teachers, parents and administrators on an ongoing basis about behavioural and academic problems
Requirements
A bachelor's degree in Education, Communication, Counselling or Psychology preferred.
Teaching experience at secondary school level, with either BEd or PGCE qualification is beneficial
Customer support mindset
Management and leadership experience is essential with demonstrated experience in mentoring and leading people. At least 2 years experience.
Excellent communication skills, both written and verbal.
Operationally savvy.
A good feel for working with assessment data and operational data.
A blend of academic and business skill sets is preferred.
Realities of the role:
Valenture Institute is a fast-paced startup. We are not a traditional school! We are reimagining schooling and precedent needs to be adopted only where it has proven to have great results. If you think that traditional schools have it all figured out, this is probably not the right role for you.
Collaboration is the name of the game. We operate in highly specialised teams, and our ability to deliver an excellent student experience is premised on our team’s ability to collaborate, value the contributions of their teammates (including those in other teams) and see the value in the “rubbing of minds”. If you do not find value in having your ideas interrogated or others weighing in on how things could foreseeably be done, you are unlikely to enjoy the role. Similarly, if you are not comfortable with other teams being accountable for different parts of the learning experience, you are unlikely to find this environment to be a good fit for you.
The Student Experience team are master multitaskers. They enjoy the pace and variety of parent and student engagements, coaching groups, monitoring multiple data points, updating student progress monitoring resources, collaborating with teams, dealing with special cases, and working on multiple systems — all in a day’s work! If you prefer long periods of deep, uninterrupted time, you are unlikely to enjoy this role.
Providing a seamless learning experience for students and parents often involves a lot of backend admin. The ideal candidate would have a pragmatic understanding of the value that administrative tasks bring to bear on the experience of an end user.
As a new brand of schooling operating at the forefront of digital disruption, technical challenges do arise. The ideal candidate will have an appreciation for how necessary it is to fail fast and fail forward, learn through iterative feedback loops, and embrace the process of continuous learning.
Change is constant as a result of rapid learning cycles. If consistent change gives you energy rather than drains your energy, you are likely to thrive in this environment. Similarly, if you are adept at managing yourself in a demanding environment and understand the importance of self awareness and boundaries in your work, you are likely to do very well.
Requirements:
Preferred: SACE
Police clearance required
Benefits
Family member discount for Valenture Institute
Remote work
Voluntary savings Programme
Description
The Student Experience Lead- Support role at Valenture Institute oversees a cluster of Support Coaches and Student Experience Administrators working to support our UCT Online High School. They are responsible for leading their team, providing day to day operational support, monitoring SLAs, providing input on student and parent cases and monitoring the quality of the support and teaching that the team provides.The Student Experience Lead role is focussed on people management and development and the holistic student experience at scale as we seek to serve thousands of students across the globe.
Managing Talent, Growth and Performance:
Work with the Student Experience Manager, to build a culture of student experience, collaboration and innovation.
Provide direction and leadership to direct reports in line with the Student Experience team’s priorities.
Mentor, coach, develop, and motivate your team to enable them to facilitate transformative learning and support experiences.
Monitor and report on key SLAs for Support Coaches and the Home Rooms that they oversee: case handling, first response time, resolution time, retention, at risk students and students on support plans.
Conducting ongoing training on Valenture Institute’s internal policies and processes.
Conduct quality assurance on Support Coach student interactions (Homeroom, Learning Compass, emails and calls etc) and support development through effective feedback and coaching conversations.
Overseeing redundancy in the team and ensuring effective workforce management and capacity planning day to day and at established planning intervals.
Ensure good collaboration and communication with the Product Division on all matters relating to timetabling, scheduling, capacity planning and process mapping for your Portfolio.
Ensure the timely creation and release of test and exam timetables and study guides
Student Experience
Work with the Student Experience Manager and the School Counsellor on continuously refining and improving our Pastoral Care offering
Provide support and guidance to Teachers and Support Coaches on high risk parent or student cases and ensure that the referrals process is utilised when it is required.
Be the first line of escalation for support coaches and teachers
Continuously evaluate and improve internal and student facing procedures and policies to best serve our students and the business
Ensure seamless collaboration between Student Experience, Product, Project Management and Admissions teams.
Liaise with other teams on inter-departmental processes.
Provide input into the development of the Learning Compass programme.
Student Progress Monitoring and Assessment:
Working jointly with faculty and Support Coaches to take ownership of cohorts of students (organised into Home Rooms) and monitor student academic performance across subjects.
Running Student Progress Monitoring meetings together with Teachers and Home Room Support Coaches to monitor at-risk students and the effectiveness of planned interventions (according to our remediation policy which uses RTI).
Working with our School Counsellor and overseeing the progress of all students on Individual Support Plans within the allocated Home Room(s).
Maintaining the integrity of assessment data through ongoing quality assurance, moderation and data validation exercise
Communicate with teachers, parents and administrators on an ongoing basis about behavioural and academic problems
Requirements
A bachelor's degree in Education, Communication, Counselling or Psychology preferred.
Customer support mindset
Management and leadership experience is essential with demonstrated experience in mentoring and leading people. At least 2 years experience.
Excellent communication skills, both written and verbal.
Operationally savvy.
A good feel for working with assessment data and operational data.
A blend of academic and business skill sets is preferred.
Realities of the role:
Valenture Institute is a fast-paced startup. We are not a traditional school! We are reimagining schooling and precedent needs to be adopted only where it has proven to have great results. If you think that traditional schools have it all figured out, this is probably not the right role for you.
Collaboration is the name of the game. We operate in highly specialised teams, and our ability to deliver an excellent student experience is premised on our team’s ability to collaborate, value the contributions of their teammates (including those in other teams) and see the value in the “rubbing of minds”. If you do not find value in having your ideas interrogated or others weighing in on how things could foreseeably be done, you are unlikely to enjoy the role. Similarly, if you are not comfortable with other teams being accountable for different parts of the learning experience, you are unlikely to find this environment to be a good fit for you.
The Student Experience team are master multitaskers. They enjoy the pace and variety of parent and student engagements, coaching groups, monitoring multiple data points, updating student progress monitoring resources, collaborating with teams, dealing with special cases, and working on multiple systems — all in a day’s work! If you prefer long periods of deep, uninterrupted time, you are unlikely to enjoy this role.
Providing a seamless learning experience for students and parents often involves a lot of backend admin. The ideal candidate would have a pragmatic understanding of the value that administrative tasks bring to bear on the experience of an end user.
As a new brand of schooling operating at the forefront of digital disruption, technical challenges do arise. The ideal candidate will have an appreciation for how necessary it is to fail fast and fail forward, learn through iterative feedback loops, and embrace the process of continuous learning.
Change is constant as a result of rapid learning cycles. If consistent change gives you energy rather than drains your energy, you are likely to thrive in this environment. Similarly, if you are adept at managing yourself in a demanding environment and understand the importance of self awareness and boundaries in your work, you are likely to do very well.
Requirements:
Preferred: SACE
Police clearance required
Sexual offenders affidavit
Benefits
Family member discount for Valenture Institute
Remote work
Voluntary savings Programme
Description
Student Experience Division
Valenture Institute has a BHAG to become the most impactful school partner on the planet by 2028 through educating 100,000 students. We believe that the student experience will be the differentiator as we seek to create Raving Fans, resulting in high NPS and high retention rates. The Student Experience Division includes our Mentorship and Support Coaching function, Teaching and Learning, Student and Parent Engagement as well as Pastoral Care and Counselling. These functions collectively constitute the student experience.
Summary:
The Business Analyst is responsible for creating, prioritising and managing tasks on the Student Experience backlog. The incumbent will work closely with the Student Experience Division (Faculty and Success teams) and the Systems and Technology teams to ensure that the Valenture Institute’s tech stack meets the functional needs of internal and external users (students, guardians and staff). The tech stack includes Canvas, Moodle, Salesforce, the Valenture Campus GSuite, Zoom and the various educational applications in use. This role reports to the Director of Student Experience, with a dotted line to the Head of Technology. Day-to-day responsibilities include, but are not limited to:
Key Responsibilities:
Scoping and defining requirements from business stakeholders and creating backlog tickets for products, processes and features needed by Student Experience.
Enhancing and maintaining full capability and compatibility of all new and existing learning and knowledge sharing systems, tools, and integrations, including cloud-based/mobile environments.
Communicating and gathering requirements from various stakeholders on the operational needs of Student Experience, and how the various technologies can be enhanced to support these needs
Consulting with the various teams to gather system/platform technical requirements, determining functional and reporting design needs, and ensuring a successful user experience and supporting achievement of desired learning outcomes.
Collaborating with the Director of Student Experience, The Parent & Student Engagement Manager and the Student Experience manager to conduct user research to generate requirements for all user groups to identify and prioritise required improvements to the educational products.
Collaborate with the various product owners across the business
Working with the Graphic Design and Product teams to develop an optimal user experience for all user groups, aligned with Valenture’s educational brand - working directly with cross-functional system owners in the organisation to create and maintain integration points for full system functionality.
Using a data-driven approach to inform best practices around the use of Valenture’s learning technologies.
Ensuring that best practices relating to accessibility as well as data protection and privacy are enforced.
Setting standards and governing the use of our CRM’s by its various users.
Seeking to optimise the tech cost per student over time, while delivering the highest quality user experience for Valenture students.
Determining operational objectives by studying Student Experience functions; gathering information; evaluating output requirements and formats.
Designing, creating and maintaining system protocols by writing and updating department and division procedures relating to Valenture’s learning technologies.
Providing references for users by writing and maintaining user documentation - staying current in the field of customer service and constantly seeking to improve on the overall experience for students, embodying our approach of creating “raving fans”
Train the various users of the learning technology systems on key features required to perform their roles and ensure that support resources remain up to date.
Requirements
Experience working cross-functionally with other technical and non-technical teams
Ability to plan and manage systems implementations and upgrades
Ability to demonstrate personal accountability when striving for results, whilst consistently role-modelling core behaviours of collaboration and customer-centred decision making
Ability to assess and challenge risky or unsafe actions, or poor behaviours of others
Experience working with CRM systems and customer facing teams is preferable
Passionate about customer experience
Personal Skills & Attributes:
Exceptional collaborator
Meticulous attention to detail and accuracy
Ability to communicate effectively with internal and external stakeholders
Strong written, verbal, and visual communication skills
Ability to learn quickly and to work in a team environment
Good presentation skills
Proactive, self-motivated, and able to prioritise work appropriately
Demonstrated ability and flexibility to work in a fast-paced environment, open to change and company growth
Approach challenges as a pathway towards personal growth
Professional approach to time, costs and deadlines
Benefits
Family member discount for Valenture Institute
Remote work
Voluntary savings Programme
Description
The Learning Designer role at the Valenture Institute is primarily responsible for curating, augmenting, creating, and quality assuring secondary school course content and assessments that are suitable for high-touch online delivery. The incumbent will play a vital role in ensuring that the development of content is relevant to the learning cohort, of high quality and; developed within the required timelines and the scope of the project. The responsibilities include, but are not limited to, the following:
Responsibilities
Use subject policy statements to ensure that content meets the required examination standards, and determine the adequacy or inadequacy of content.
Conduct planning and analysis per subject area to recommend appropriate design solutions and strategies for online delivery.
Analyse the characteristics of Valenture’s learning management system (LMS) and emerging technologies and use the unique affordances of these technologies to make design decisions.
Transfer textbook-based content into a richly augmented format that meets online delivery objectives.
Develop educational content from scratch, making use of various sources, into a richly augmented format that meets online delivery objectives.
Research and source appropriate reference materials for the development of courses.
Collaborate with production specialists to create targeted content in a wide variety of mediums to complement or support the curriculum.
Design and create targeted continuous assessment strategies that support students in their progression towards their summative examinations.
Work with project management and various operational stakeholders to ensure that deadlines are adhered to and that project communication takes place in a timely and effective manner.
Work on evaluation strategies to review the effectiveness of a design strategy, and review content at set intervals as part of Valenture’s approach to continuous improvement.
Perform auxiliary tasks, including, but not limited to briefing in graphics, and tracking the use of external assets.
Perform peer reviews across subjects and qualifications.
Contribute to department process improvements.
Requirements
Demonstrable experience as a Learning Designer, Instructional Designer, Curriculum Developer, Technical Writer, Editor or Journalist
Experience in the EdTech field is advantageous
Teaching, tutoring or training background, and familiarity with CAPS curriculum is beneficial
Comfortable with the subject area of one of the subjects being developed
Knowledge of digital learning principles and practices will be advantageous
Meticulous attention to detail and accuracy
Ability to communicate effectively with internal and external stakeholders, and build collaborative work relationships
Strong written, verbal, and visual communication skills
Must be comfortable working remotely and independently
Ability to learn quickly and to work in a team environment
Demonstrated ability and flexibility to work in a fast-paced environment and able to prioritise work appropriately
Stable internet connection required
Having your own laptop would be an advantage but is not a requirement
Benefits
Family member discount for Valenture Institute
Remote work
Voluntary savings Programme
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