Student Support Officer

3 weeks ago

London, United Kingdom Malvern International Plc Full time

Student Support Officer - Fixed Term - 3 Months

Malvern House London is an English language school for international students which is part of the Malvern International group. Malvern International’s core purpose is to provide, with our partners, students from around the world with the opportunities to reach their full potential via access to transformational learning, teaching and support and our mission is to provide international students essential academic and English language skills, cultural experiences and the support they need to thrive in their academic studies, daily life and career development.

Our company values are COMMITMENT to, and UNDERSTANDING of, our students, colleagues and partners, FLEXIBILITY, ACCOUNTABILITY AND INTEGRITY in our approach, EXCELLENCE in every aspect of our operations.

**Main purpose of job**:
The principal focus is to ensure students have an outstanding experience by assist by working as part of the Student Support Team to deliver efficient customer service in the school and complete student services procedures and daily operations to ensure the success of the school. The SSO ensures a welcoming and supportive environment for all students in all aspects of their stay.

**MAIN RESPONSIBILITIES**:

- To oversee the student experience and to work across departments to ensure a welcoming and supportive environment for all our students in all aspects of their stay.
- To ensure delivery of high quality non-academic services (including reception, welfare, social programme and study centre) for students to gain a high level of satisfaction.
- To be the first point of contact at reception for students, agents and visitors to the school with enquiries of all types, dealing with them effectively and sensitively.
- To support with sales and marketing efforts, for example by talking to potential clients and creating social media content.
- To ensure that the centre, facilities and information points are well maintained, clean and safe.
- To assist with student enrolments, as required, for example with the allocation of accommodation options.

SPECIFIC DUTIES:

- Answer all enquiries, requests and complaints in a helpful and friendly manner, following company procedures and referring students on to others if necessary.
- Facilitate a smooth arrival and departure process for students, including checking students’ entry test results and preparing leaving certificates.
- Carry out general reception duties effectively, including answering phones, keeping the area tidy, attending to visitors, taking payments and ensuring that company credit control procedures are adhered to.
- Ensure that all student data is correctly entered and updated on the student database and run reports as required. For example, checking, scanning and uploading students’ passports and visas.
- Work closely with the sales team to boost sales by: providing current students with clear information on upgrade and extension opportunities; talking to potential clients who visit or call the school; interact with agents as required.
- Open and close the school (as requested, on a rota basis), ensuring that reception areas are prepared for the start of the school day.
- Provide reception support for the school’s evening activities, including external room hires, on a rota basis.
- Provide a high level of welfare support for all students with extra support and vigilance for under-18 students, in accordance with company safeguarding policies and duty of care responsibilities.
- Increase student participation on the social and seminar programme through formal and informal promotion, in conjunction with the Social Programme Co-ordinator.
- Contribute to social media and marketing activities e.g. record and store photos/videos to post social media platforms
- Assist colleagues in ensuring that the building and facilities are well presented, well maintained and in line with health and safety requirements.
- Assume responsibility for the Malvern House emergency phone on occasional weekends on a rota basis, assisting students, suppliers and authorities as necessary.

ESSENTIAL COMPETENCIES
- Excellent customer service skills, with a friendly, helpful and efficient manner and ability to remain calm in busy times
- Ability to communicate clearly and effectively in spoken and written English, to native speaker level
- Commercially focused and driven to maximise sales and profitability.
- An understanding of and genuine interest in the International Education sector, especially EFL, including understanding of our courses and provision.
- Ability to work on own initiative and as part of a team, with enthusiasm for new opportunities
- Must be well organised and able to co-ordinate, with good administration, IT skills and attention to detail
- A good level of IT skills with confidence navigating Microsoft Office products such as Word and Excel.
- Should hold UK Level 3 qualifications as a minimum (A Levels or equiv

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