Student Support Coordinator

3 weeks ago

Leeds, Leeds, United Kingdom English Path Full time
Job Overview

INTRODUCTION:

English Path is a prominent and expanding global institution dedicated to English language education, offering enriching experiences for learners of all ages. With a significant presence across the UK, Europe, North America, Australia, and the Middle East, we have developed modern facilities and a professional learning atmosphere.

Our extensive course offerings include General English, Academic preparation, Exam readiness, and Professional Certificate programs. Our curriculum not only enhances language proficiency but also immerses students in local culture through engaging themes that connect classroom learning with social activities, which are integral to our educational experience. We also provide essential services such as quality accommodation, student insurance, and transportation.

By becoming part of English Path, you will join a dedicated and passionate team focused on a singular mission: transforming lives through education.

MISSION:

To deliver high-quality, engaging English courses that inspire and challenge students, enabling them to learn, grow, and succeed.

VISION:

To impact lives through education that significantly enhances living standards and access to learning opportunities.

ROLE PURPOSE:

The Student Services Officer serves as the primary point of contact for students, staff, and visitors, providing comprehensive administrative support for English Path. As a vital member of the Student Services team, the Officer is readily available to assist current and prospective students with inquiries. This role emphasizes ensuring students are placed in suitable accommodations that meet their needs while fostering strong relationships between the institution and all stakeholders. Collaborating with the Centre Manager and other Student Services Officers across various locations, you will identify opportunities for enhancing service delivery and spearhead initiatives for improvement.

KEY RESPONSIBILITIES:

Student Satisfaction:

  • Foster a customer service-oriented culture that promotes student retention.
  • Remain accessible throughout the day to address student inquiries regarding courses, accommodations, and overall well-being.
  • Efficiently manage and resolve issues or complaints.
  • Provide timely responses to student queries.
  • Collect and analyze student feedback to uphold high satisfaction levels.
  • Oversee pre-arrival and post-arrival service matters, coordinating with central staff as necessary.
  • Continuously evaluate and enhance the impact of Student Services based on feedback and market trends.

General Tasks:

  • Handle walk-in and telephone inquiries at reception, entering data into the CRM as needed.
  • Assist colleagues in gathering student attendance data and communicating with absentees to maintain accurate records.
  • Ensure compliance with service level agreements consistently.
  • Manage visitor interactions in accordance with institutional policies.
  • Develop a thorough understanding of the company database, adhering to established policies and procedures.
  • Support the preparation and facilitation of weekly orientation sessions for new students and farewell ceremonies for departing students.

Administrative Duties:

  • Prepare welcome packages for incoming students.
  • Maintain and update the school database with student information.
  • Verify that all students possess necessary identification, visas, or police checks to comply with regulations.
  • Update the CRM with course modifications and process payments for additional classes or excursions.
  • Maintain financial records for each student within the CRM.
  • Ensure timely collection and follow-up of feedback.
  • Assist in managing the administration of Sponsored Students.
  • Support the management team with various administrative tasks as required.

Activity Program Oversight:

  • Manage the weekly activity calendar for the school.
  • Design and refresh activities and excursions weekly to maximize student participation.
  • Lead weekly activities.
  • Collaborate with teaching staff and interns to ensure adequate staffing for activities.
  • Create engaging content for the school's social media and blogs based on the activity program.

ESSENTIAL SKILLS AND EXPERIENCE:

Experience:

  • Relevant experience in the education sector (preferred).
  • Proven experience in a customer service role within education or hospitality (required).

Skills:

  • Fluency in English (required) and proficiency in another language (preferred).
  • Strong administrative and organizational capabilities.
  • Professional telephone etiquette with excellent spoken and written English.
  • Outstanding communication skills.
  • Effective team player with negotiation and compromise abilities.
  • Attention to detail and a methodical approach.
  • Ability to manage multiple priorities effectively.
  • Proficient in Microsoft Office applications.
  • Capability to identify and present solutions to enhance customer satisfaction.
  • Demonstrated cultural sensitivity and international awareness.

ATTRIBUTES AND BEHAVIORS:

  • Confident, enthusiastic, empathetic, and approachable.
  • Flexible with a positive outlook.
  • Professional demeanor.
  • Willingness to go above and beyond.
  • Ownership of responsibilities.
  • Proactive communication.
  • Active listening skills.
  • Respectful and valuing of students, parents, and other stakeholders.

OTHER INFORMATION:

The Student Services Officer is expected to demonstrate commitment to:

  • English Path's values and policies, including safeguarding and equal opportunities.
  • Social, Economic, and Environmental responsibilities, minimizing environmental impact in their role.
  • Health and Safety responsibilities to contribute to a secure working environment for all.

English Path is dedicated to safeguarding and promoting the welfare of young individuals and vulnerable adults. We expect all staff and volunteers to share this commitment. Consistent and effective safeguarding procedures are in place to support everyone at the institution.

This job description is not exhaustive and may be subject to change as needed.

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