Accommodation Officer

**Reports to**: Global Head of Operations UK&I

**Business Function/ Sub-Function**: Accommodation/Student Services

**About English Path**:
English Path is a rapidly growing, global English language school that empowers students of all ages through language learning and cultural experiences. English Path has expanded significantly since its foundation, establishing modern campuses, and professional learning environments in the UK, Europe, North America, and the Middle East.

We provide a diverse range of courses, including General English, Academic and Exam preparation, and Professional Certificate programmes. Our curriculum is designed to not only encourage students to enhance their language skills, but also facilitate immersion into the local culture through themes which connects the classroom to social activities which take place after classes and are a key part of our offer. We also offer additional ancillary services such as high-quality accommodation, student insurance and transfers.

**Mission**:
To provide high-quality, motivating English courses that stimulate and challenge students so they can learn, grow, and excel.

**Vision**:
To change lives through education that makes a fundamental difference to living standards and access to learning.

**Role Purpose**:
To work with colleagues to ensure that the English Path accommodation is operated effectively to create a positive student experience. Providing support to students, colleagues, and our accommodation providers. The emphasis is on the well-being, safety, and satisfaction of students and the management of the accommodation portfolio and facilities provided, to standards demanded by legislation, good practice, and by the customer. You must be accurate, highly numerate, very organised, and confident in communicating with a diverse range of customers and stakeholders.

**Roles and Responsibilities**:

- First point of contact for all accommodation inquiries for students, colleagues, providers, and host families.
- Creating and maintaining a homestay portfolio. Supporting the Accommodation Manager with advertising for and recruiting new host families, visiting them, and providing them with the information necessary to host students safely and effectively.
- Maintaining up-to-date records of all host families on the database (CLASS).
- Confirming accommodation to providers and clients in a timely fashion.
- Supporting the transfer of students to and from accommodation.
- Ensure compliance in line with British Council regulations.
- Support with the production of accommodation information packs/factsheets, and guides.
- To report any issues of concern to the Student Services and/or Operations Manager.
- Keeping records of complaints, subsequent action, and resolution.
- Checking host family payments when appropriate and dealing with any queries concerning host family accounts.
- Providing support for the Student Services Team at English Path London Greenford.
- Support with the emergency phone on a rota basis.

**About you**:
You will have excellent people skills, able to deal with difficult situations in the moment. You will need to prioritise your workload, offering excellent customer service, whilst balancing the needs of your whole portfolio of students/accommodation.

Knowledge of IT systems and databases as an end user would be advantageous. You will be passionate about people and providing the best service for your customers.

**Essential Skills and Experience**:

- Relevant experience within the Education sector (desirable).
- Experience working in a Customer Service role (desirable).
- Fluent in English (essential) and another language (desirable).
- Excellent administrative and organisational skills.
- Professional telephone manner combined with a high level of spoken and written English.
- Excellent communication skills.
- Excellent team worker with the ability to negotiate and compromise whilst taking into account the views of others.
- Accuracy, attention to detail, and a methodical approach.
- Ability to multi-task and deliver against a number of priorities.
- Good working knowledge of Microsoft Office packages.
- Ability to find and present solutions to achieve customer satisfaction.
- Ability to demonstrate international and cultural sensitivities.

**We are looking for people with the following behaviors and attributes**:

- Confident, enthusiastic, empathetic, and friendly.
- Flexibility and a positive attitude.
- Professional appearance.
- Approachable and friendly manner.
- Goes the extra mile.
- Takes ownership.
- Address issues positively.
- Communicate proactively.
- Are active listeners.
- Are respectful and value students, parents and other customers.

**Other Information**:
Our Accommodation Officers will also be expected to demonstrate their commitment:

- To EP’s values and regulations, including our safeguarding and equal opportunities policies.
- To EP’s Social, Economic, and Environmental responsibilities and mini