Student Support Officer

6 months ago

Orpington, United Kingdom Cosmetic College Full time

As a Student Support Officer at Cosmetic College, you will play a pivotal role in nurturing our students’ academic and personal growth across our eclectic range of aesthetics, beauty, and semi-permanent makeup courses.

With your service-driven ethos, you will be the linchpin in creating a supportive and enriching learning environment. Your adeptness in handling inquiries, providing insightful guidance, and collaborating across teams will significantly contribute to our mission of developing proficient professionals in the beauty industry.

This role is an opportunity to meld your passion for education and customer service, making a lasting impact on our students' journey towards becoming industry experts.

**Principal Job Elements and Responsibilities**:

- **Student Inquiries**: Serve as the first point of contact for student inquiries, providing timely and accurate information or referral.
- **Academic Guidance**: Offer academic guidance by understanding individual student needs, and recommending suitable courses and study plans.
- **Event Coordination**: Assist in planning, coordinating, and executing student events, orientation programs, and workshops.
- **Progress Monitoring**: Monitor and track student progress, identifying any barriers to success and providing constructive feedback.
- **Liaison**: Collaborate with academic and administrative staff to ensure a seamless support network for students.
- **Record-keeping**: Maintain accurate and up-to-date student records, ensuring confidentiality and compliance with data protection laws.
- **Escalation Point**: Act as an escalation point for more complex student issues and queries, ensuring quality responses.
- **Communication Quality Assurance**: Oversee and quality-check all student communication for accuracy and clarity.
- **Independent Problem-Solving**: Address unexpected student issues independently, referring complex problems to the appropriate Manager.
- **Multi-Channel Response**: Respond to student queries via phone, in-person, case management system, and live chat.
- **Accountability**: Take ownership of student queries, collaborating across the College's structure to resolve them.
- **Data Maintenance**: Maintain and update student data and systems as required.
- **Continuous Learning**: Stay updated with any changes to Cosmetic College’s courses, services, or processes.
- **Adaptability**: Display flexibility and adaptability to support and contribute to developments and improvements within the support framework.
- **Emergency Response**: Address emergency issues promptly to ensure a safe and conducive learning environment for students.
- **Compliance Adherence**: Ensure compliance with Cosmetic College’s policies and procedures to maintain a high standard of support.

To be successful in this role, the Student Support Officer should have excellent communication, problem-solving, and interpersonal skills, and be able to work collaboratively as part of a team. Additionally, they should have the ability to provide effective support and guidance to students facing a range of support issues, such as personal difficulties, technical issues and academic challenges.
- Educated to ‘A’ Level standard (or equivalent)
- Experience of working with student record databases
- A genuine interest in helping customers and providing an excellent customer experience
- Experience of working cooperatively, flexibly, and effectively, as part of a team and be able to demonstrate individual accountability
- Excellent communication skills, including the ability to communicate effectively with customers and external enquirers
- Previous customer service experience handling a high volume of queries
- Well organised and self-disciplined with the ability to multitask, work quickly and calmly under pressure, while maintaining attention to detail
- Positive, responsive, and approachable attitude to conflicting customer demands
- Ability to absorb, retain and deliver information in order to best advise our customers
- The ability to effectively plan, organise and prioritise workload in line with SLAs and KPIs
- Demonstrate resilience with difficult customer conversations

**Desirable Attributes**
- Experience working within an educational environment
- Education qualifications, such a Level 3 Education & Teaching, IQA etc
- A passion to ensure smooth operational efficiency
- Excellent abilities to build relationships
- Awareness of and sensitivity to cultural diversity
- Be flexible and adaptable to working in a changing environment.

**Salary**: £27,000.00-£35,000.00 per year

**Benefits**:

- Company pension
- Free parking
- Gym membership
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Orpington: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (required)

Work Location: In person

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