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Guidance Coordinator

Guidance Coordinator

Grupo Planeta
Grupo Planeta
SpainCompetitiveOn-siteAdded todayMid · 2-3 yearsPermanent🇪🇸Spanish: Fluent

Need a visa? The advert says visa sponsorship isn't available for this role.

About the role

We invite you to get to know us!

Job description

From Grupo Planeta we are looking for a Guidance Coordinator to join the VIU team within our Planeta Formación y Universidades division.

What you'll do

What would your main responsibilities be?

Mission: Department coordinators will share a set of functions and responsibilities inherent to the position, in addition to specific aspects of the area they coordinate. In all cases, they will have a team under their supervision and the responsibility of developing the area both internally within the department and at the University level.

Responsibilities:

Operational and quality supervision

Monitor KPIs (response times, CSAT, NPS, dropout rate) and implement improvement plans.

Audit multichannel interactions (phone, chat, email, video call) and ensure quality standards and protocol compliance.

Manage critical tickets/cases to ensure resolution and traceability.

Communication and interdepartmental coordination

Act as a bridge between Guidance, Admissions, Academic, Technical Support, and Administration to streamline responses and resolve bottlenecks.

Pass on insights and detected patterns to Marketing and Academic Management.

Advisory / retention approach

Identify opportunities for continued education and coordinate their follow-up with the relevant areas.

Promote retention initiatives and post-incident follow-up actions to strengthen student trust.

Team Management

Recruitment and selection: collaborate with HR to attract and select OR profiles according to operational needs.

Onboarding and training: design and implement onboarding and ramp-up plans (content, scripts, main tools, knowledge bases).

Team scheduling: create shifts, manage coverage (vacations, leaves, demand peaks), and apply volume forecasts.

Performance management: set and review individual and team objectives; conduct regular 1:1s, performance evaluations, and development plans.

Provide real-time feedback, support calls/tickets, conduct quality calibrations, and run improvement sessions.

Motivation and climate: promote recognition, team-building activities, well-being initiatives, and burnout prevention.

Conduct and compliance: manage absences, punctuality issues, and apply corrective interventions when appropriate, always with a fair and developmental approach.

Succession & talent: identify internal talent and propose promotions/rotations.

Reporting and continuous improvement

Prepare operational and business reports for management.

Propose and implement changes to processes, scripts, and knowledge bases.

What we're looking for

Requirements

What would we like to see on your CV?

Education level: Completed secondary education, or technical or university studies in related fields.

Minimum of 2–3 years of experience in customer service/call center or team supervision (experience in education/university settings is desirable), especially in contexts of change or reorganization needs.

Experience handling conflict situations with customers/users.

Exceptional communication skills.

Experience in interdepartmental coordination and cross-functional work.

Experience in multichannel service (Phone, Chat, Email, Video call).

Nice to have

Other skills and knowledge:

Results-oriented, with the ability to organize processes and redirect dynamics.

Service vocation.

Proficiency in professional office software (Excel, Word, PowerPoint) for reporting and follow-up.

Knowledge of ticketing and case-tracking tools is a plus.

Adaptability and ability to work in environments with time and productivity pressure.

What you'll get

What do we offer?

Stable contract: Permanent and full-time.

You will have the opportunity to grow professionally thanks to our training programs and internal talent development plans.

Exclusive discounts and promotions for employees (master's degrees, postgraduate courses, publishing imprints, collectibles, Casa del Libro...).

An attractive social benefits package through a flexible compensation plan that includes: transportation vouchers, restaurant cards, childcare vouchers, health insurance, etc.

If you think this is your opportunity, don't hesitate to apply!

We are waiting for you!

How you'll work

full-time

Permanent

About the company & team

Grupo Planeta

We are the leading Spanish media and communication group, family-owned, with a wide range of offerings in culture, education, information, and audiovisual entertainment, present in more than 20 countries and reaching 25 million people every day. All professionals and companies within Grupo Planeta share principles grounded in people, ethics, quality, and excellence at work.

You would fit in with us if you consider yourself a person…

Proactive, with initiative to anticipate problems.

Firm in follow-up and compliance, ensuring consistency and traceability.

Skilled at giving constructive feedback, but also at correcting deviations when appropriate.

Ability to build trust and cohesion, even with initially resistant teams.

Committed to continuous improvement and service quality.

Committed to the University's culture and to the experience of both students and employees.

Additional information

Grupo Planeta offers equal opportunities. We are committed to treating all applications equally based on skills, achievements, and experience, regardless of race, nationality, sex, age, disability, sexual orientation, gender identity, or any other classification protected by law.

You'll most likely need Spanish to apply.This job was automatically translated to English, .

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