Student Services Coordinator

Objective

The Student Services Coordinator works alongside the Student Services Manager on general customer services student finance and day-to-day student administration. They ensure all students have the best Kaplan Experience through top quality customer service and by making the welfare and safeguarding of students a priority.

Duties

Customer Service

To be the first point of contact for the student for all enquiries and to liaise with the appropriate departments

To provide exceptional customer service to both internal and external customers at all times

To ensure the smooth running of the reception desk services of the school and to ensure the reception area is kept tidy and well presented

To take part in the induction of new students ensuring the induction is delivered with the customer journey in mind

To ensure all visitors and students are given a warm welcome and receive a positive impression of the school

To organise refreshments for visitors to the school

To be helpful and courteous to students and their representatives

Administrative

To assist the Student Services Manager with all day-to-day student administration including among others the preparation of welcome & leavers packs registration forms ID cards student letters

To agree dates for IELTS exams with students and book the exam

To ensure post and deliveries are sorted efficiently

To manage the visitor check in & out system

Sales & Marketing

To develop a good knowledge of KI Languages courses and services in order to deal effectively with day-to-day queries from existing and prospective customers

To proactively sell courses upgrades extensions and any other available products to existing and potential students

To promote social programme events and assist students with booking them

Compliance

To assist the Student Services Manager with ensuring compliance with all UKVI (IRB in Ireland) regulations including checking and filing all student visa and passports and maintaining up-to-date student contact details on the student database

To ensure that all students attendance is in accordance with KI Languages and UKVI (IRB in Ireland) requirements that students are aware of those regulations and that records are kept

To be familiar with all British Council/Education Scotland/ACELS/QQI/TrustED inspection criteria relevant to the department

To have a good working knowledge and understanding of procedural documents and KI Languages policies relevant to the role

All employees of Kaplan International Languages have a responsibility for data protection. They are obliged to undertake training and have a duty to adhere to our Data Protection policies

Financial

To process payments made to the school through the reception till and record all financial transactions accurately

To ensure revenue for the school is maximized

General

To deputise for the Student Services Manager in their absence as and when required

To answer the telephone in a prompt polite manner and field calls appropriately

To be proactive about both your personal and professional development including attendance/completion of all compulsory training sessions and to actively participate in any training offered

To undertake other duties as deemed necessary by line manager

Welfare

To take part in the 24-hour emergency phone rota if required

All members of the school team are responsible for all aspects of our students safeguarding and welfare in conjunction with the wider school and company management teams

Safeguarding

To be aware of who is the Local Safeguarding Officer / Designated Safeguarding Lead (DSL) and who is the deputy DSL in the school

To be aware of how to identify safeguarding concerns and how to appropriately respond to these

To complete in a timely fashion any safeguarding training assigned to you

To report any safeguarding concerns to the Local Safeguarding Officer / Designated Safeguarding Lead (DSL) or deputy DSL in the school

Qualifications :

Qualifications (Desirable)

Bachelors degree

Experience (Essential)

Experience in administration work (preferably in an ELT environment)

Experience in working in a customer-facing environment

Experience (Desirable)

Experience in dealing with and solving complaints

Experience in processing payments

Experience in selling products and services

Experience in visas and compliance

Competencies (in alphabetical order)

Ability to deal with and resolve a high volume of queries efficiently

Ability to find and present solutions to problems

Ability to relate to and build rapport with international students

Ability to use initiative and make decisions when required

Ability to work effectively on an individual basis and as a member of a team

Excellent communication skills

Excellent IT skills including MS Office

Excellent organisation skills and ability to multitask manage conflicting priorities and meet deadlines

Exceptional customer service ethos

High level of patience and approachability

Strong attention to detail and high level of data accuracy

Special Requirements

The post holder will be required to have a DBS/Disclosure Scotland/Garda Vetting check.

Additional Information :

Equal Opportunities statement At Kaplan International we are committed to working in a diverse organisation and strive to provide equality of opportunity for all. We encourage and welcome applications from individuals regardless

of age disability sex sexual orientation gender reassignment or identity pregnancy and maternity race religion or belief and marriage and civil partnership.

Disclaimer and revision date

This is a non-exhaustive list of the duties of the above role and the person specification of the job holder. The Company reserves the right to amend this document as the needs of the business require.

Remote Work :

No

Employment Type :

Full-time