Learner Experience Guide

Robertson is the school of New Work. Our vision is for everyone to have a good life through a prosperous and fulfilling career. Robertson’s mission is to empower our students with the most relevant training and up-to-date industry insights to thrive in a modern work environment.

The Robertson team supports students during and after graduation to ensure they have the tools they need to succeed in a new career. Robertson team members serve as guides for our students on their career paths as they navigate their college and educational experiences during their time at Robertson.

Overview

The Learner Experience Guide (LEG) is the primary advocate and navigator for students throughout their entire journey at Robertson. They are the first point of contact and are responsible for the onboarding of new learners within the first 30 days of enrollment, with ongoing engagement support. This role ensures students are supported from enrollment to graduation. The LEG team manages non-academic barriers, facilitates essential assessments, and acts as the central hub for student communication and resource referral.

KEY RESPONSIBILITIES

Edmonton Campus Receptionist & Office Administration

1. Fulfill full-time on-campus reception duties as follows:

• Answer general phone inquiries in a professional and courteous manner

• Direct phone inquiries and voicemails to the appropriate staff member

• Reply to general information requests with accurate information

• Greet visitors to the organization in a professional and friendly manner

• Perform reception opening and closing duties

• Use computer word processing, spreadsheet, and database software

• Sort incoming mail, faxes, and deliveries for distribution

• Prepare and send outgoing faxes, mail, and packages

• Forward incoming general e-mails to the appropriate staff member

• Perform scanning and print jobs as required

• Provide administrative support to management and other staff

2. Student Onboarding & Early Engagement

• Serve as the first point of contact for all enrolled students starting in a given month via phone, Salesforce ticketing, virtual meetings and in-person.

• Facilitate student orientations and webinars/workshops designed to integrate new learners into the college environment.

• Administer and proctor mature entrance assessments to ensure students are prepared for their academic programs, as needed.

• Monitor student progress during the critical early stages of their program and engage proactively when support is needed.

• Participate in the activation of student Salesforce accounts as required with leadership oversight.

3. Comprehensive Learner Support

• Participate in the Learner Review Committee (LRC) process; draft and send applicable communications and support learners flagged for intervention.

• Facilitate requests for additional support by referring students to academic teams or external agencies.

• Respond to all inquiries regarding non‑academic issues, triaging complex matters to the appropriate departments.

• Respond to student support requests via the Salesforce Ticketing system as per service standards.

• Assist with graduation coordination as required.

• Complete student graduation checks as required.

• Print student IDs and process bus pass requests as required.

4. Records, Documentation & Graduation

• Perform regular audits to ensure student engagement is consistent and files are accurately maintained per regulatory requirements.

• Complete graduation review checks, including the review of student files before program completion.

• Oversee the printing and distribution of diplomas and transcripts.

• Process leg