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Customer Experience Officer

2 months ago

Leeds, Leeds, United Kingdom English Path Full time
About English Path

English Path is a rapidly growing, global English language school and pathway provider that empowers students of all ages through language learning and cultural experiences. Our mission is to create the world's most accessible and innovative English language school that changes lives through education that makes a fundamental difference to living standards.

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 facilitates immersion into the local culture through themes which connects the classroom to social activities which take places 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. By joining English Path, you will be immersed in a talented, passionate, and dynamic group of professionals who are focused on one clear vision: to transform lives through education.

Job Summary

The Student Services Coordinator is a customer-service role that represents the first point of contact for students, staff and visitors, assisting with all aspects of administrative support for English Path. A member of the Student Services team, the Coordinator is available at all times for current or prospective students with general enquiries.

Key Responsibilities
  • Student Satisfaction:
    • Promote a customer service focused culture across the school which results in student retention.
    • Remains available throughout the day for questions from students regarding their courses, accommodation, and general wellbeing.
    • Helps to manage problems or complaints efficiently and effectively
    • Offers responses to students in a timely manner
    • Ensure student feedback is obtained in order to maintain the highest levels of student satisfaction
    • Manage pre arrival and post-arrival service issues and liaise with central staff as appropriate.
    • Actively assess and monitor the impact of Student Services across the school, making constant improvements based on feedback and anticipated changes in the market.
  • General Tasks:
    • Respond to walk-in and locally received telephone enquiries in reception, enrolling them onto the CRM as necessary
    • Assist other administrative colleagues in collecting student attendance data, communicating with absentees and keeping the school's system up to date with all student information.
    • Ensure service level agreements are met at all times, both internally and externally
    • Deal with visitors or guests as and when required as per the schools policy.
    • Develop a sound working knowledge of the company database, following the policies and processes set out.
    • Supports with preparing for and leading the weekly arrival induction for new students and the leaving ceremony for students departing.
  • Administrative Duties:
    • Prepares welcome packs for new students
    • Updates and maintains the school database with student details
    • Checks all students have ID, visas or completed police checks in order to be compliant with UK legislation and that this is recorded accurately on the CRM
    • Updates the school's CRM system with any course changes and takes payments for any extra classes or social excursions
    • Maintain finance records for each student on the CRM
    • Ensures that feedback is collected, recorded and followed up on in a timely manner
    • Support with the management of Sponsored Students administration
    • Assists the management team with administrative tasks as required
  • Activity Programme:
    • Oversees the school's weekly activity calendar
    • Designs and updates new activities and excursions for the calendar each week and maximises student involvement
    • Leads the activities each week
    • Works with teaching staff and interns to ensure all activities are staffed where necessary
    • Create content for the school's social media accounts and blogs based on the activity programme