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Student Experience

4 months ago

Manchester, United Kingdom BSC Education Limited Full time

**Your profile**:
**What's on the offer**

**Salary Circa: £22,000 to £24,000 per annum (depending on experience) Plus Commission OTE £24,000 - £26,000**
**Location: BSC Manchester College**

**Hours: 37.5 hours per week (Monday to Friday, working hours between 08.30 - 21.00)**
**Occasional weekend working may be required**
**25 days plus 8 bank holidays**
**Enhanced sick pay**
**Wellbeing day**
**Perkbox**
**EAP (Employee Assistance Programme)**

Duties of the role include, but are not limited to, those listed below.

**Main Responsibilities**

**1. Admissions**
- Complete all relevant documentation, pre departure checks and interviews as required
- Deal effectively with arising challenges, resolving complaints and escalating issues to the Director of Student Services and providing ongoing customer support
- Build and maintain strong relationships with internal and external stakeholders, to deliver repeat business
- Maintain a working knowledge of admissions policies
- Maintain a good understanding of UK Visa & Immigration policies and how these impact international students and BSC Education

**2. Accommodation**
- Identify students’ accommodation requirements and liaise with the Accommodation team to ensure suitable provision is made
- Send accommodation confirmation to students, their influencers, agents

**3. Student Experience & Administration**
- Acting as the first point of contact and advisor for all students and visitors to the College, ensuring they are all dealt with in a courteous and professional manner, providing the necessary advice and assistance, and effectively dealing with any requests and feedback
- Supporting the Monday morning arrival experience in line with Great Things Start Here initiatives
- Supporting the effective day-to day management of the college’s administration processes.
- Providing general administrative and record keeping support for the College as requested by the Student Experience Manager or Student Experience Facilitator (Lead)
- Assisting with the collection of monies owed by the student as informed by Finance following company policy and procedure
- Maintaining an up to date and accurate knowledge of college rules and policies, British Council guidelines and relevant welfare issues to ensure colleagues and students are given correct information at all times

**Specific Role Requirements**
- 5+ years’ experience in a customer-service role
- IT proficiency with Microsoft Office products
- English proficiency to B2 / C1 level

**Desired Experience/Skills**:

- Previous experience in education sector would be advantageous

**Flexibility**
Ability to respond to last minute changes
- Willingness to take on new challenges, possibly outside own ‘comfort zone’
- Able to ‘think on own feet’ and to manage the unexpected
- Understands that the needs of the college may require flexible, mutually understood approaches to work

**Customer Focus**
- Responds to customer requests promptly
- Treats all customers with respect
- Does not assume the needs of customers
- Is able to see things from customers’ points of view
- Checks with customers to ensure satisfaction
- Knows how to manage customer expectations and inform customer clearly on this
- Actively seeks and acts on feedback from customers

**Analytical & Problem Solving**
- Is disciplined and organised
- Able to deal with large amounts of data and make sense of it
- Has a measured and organised approach to solving problems
- Breaks down large amounts of work into smaller, manageable parts
- Is quick and effective at processing information

**Working with Others**
- Understands and works on team success for the whole team
- Understands own role and expectations of their role in their own team and the wider college team
- Has a strong awareness of how team dynamics work
- Treats the concerns of other departments as important
- Co-operates to meet team goals even at expense of personal preferences
- All colleagues at BSC should work in accordance with our company values

**Further Information**:
At BSC, we expect all our colleagues to behave in ways that both support and promote our Vision, Mission & Values.

**BSC VISION**:_To provide customers with steppingstones to their future by delivering outstanding and transformational learning experiences._
**BSC MISSION**:_By believing that “Great Things Start Here” and standing behind all that this means. If we believe it, our customers will achieve it_

**VALUES**:
**Aim Higher**:We proactively make suggestions and solutions for challenges and opportunities.
**Collaborat**e**:We are team players -we treat everyone with respect and understand that we succeed
collectively, not as individuals.
**Communicate**: We communicate in a timely way with clarity, respect and transparency.
**Customer Focus**: We seek to provide consistent high-quality experiences that customers will remember.
**Team** Focus**: We seek to reward and recognise excellence and innovation wit