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Student Support Coordinator

2 months ago

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

INTRODUCTION:

English Path is a leading global institution dedicated to English language education, offering transformative learning experiences for students worldwide. With a commitment to excellence, we have established modern facilities and professional environments across various regions, including the UK, Europe, North America, Australia, and the Middle East.

Our extensive curriculum includes a variety of courses such as General English, Academic and Exam preparation, and Professional Certificate programs. We aim to not only enhance language proficiency but also immerse students in local cultures through engaging themes that connect classroom learning with social activities, which are integral to our offerings. Additionally, we provide high-quality accommodation, student insurance, and transfer services.

By becoming part of English Path, you will join a passionate and dynamic team dedicated to transforming lives through education. Learn more about our mission and vision below:

MISSION:

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

VISION:

To positively impact lives through education that enhances living standards and expands 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 general 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 the UK and Ireland, along with the Head of Operations, you will identify areas for improvement in service delivery and drive necessary changes.

KEY RESPONSIBILITIES:

Student Satisfaction:

  • Foster a customer-centric culture that enhances student retention.
  • Be 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 inquiries.
  • Collect and analyze student feedback to ensure high satisfaction levels.
  • Oversee pre-arrival and post-arrival service issues, coordinating with central staff as needed.
  • 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 necessary.
  • Assist administrative colleagues in tracking student attendance and communicating with absentees.
  • Ensure compliance with service level agreements at all times.
  • Manage visitors and guests in accordance with school policies.
  • Develop a thorough understanding of the company database, adhering to established policies and procedures.
  • Support the preparation and facilitation of weekly arrival orientations 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 UK regulations, ensuring accurate CRM records.
  • Update the CRM with course changes and process payments for additional classes or social activities.
  • Maintain financial records for each student within the CRM.
  • Ensure timely collection, recording, 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 Management:

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

ESSENTIAL SKILLS AND EXPERIENCE:

Experience:

  • Relevant experience in the education sector (preferred).
  • 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 combined with excellent spoken and written English.
  • Outstanding communication skills.
  • Team-oriented with the ability to negotiate and consider diverse perspectives.
  • Detail-oriented with a methodical approach.
  • Ability to manage multiple priorities effectively.
  • Proficient in Microsoft Office applications.
  • Skilled in identifying and presenting solutions to enhance customer satisfaction.
  • Culturally sensitive with international awareness.

DESIRED ATTRIBUTES:

  • Confident, enthusiastic, empathetic, and approachable.
  • Flexible with a positive attitude.
  • Professional demeanor.
  • Willingness to go above and beyond.
  • Proactive communicator and active listener.
  • Respectful and valuing of students, parents, and other stakeholders.

ADDITIONAL INFORMATION:

The Student Services Officer is expected to uphold the following commitments:

  • Adhere to EP's values and regulations, including safeguarding and equal opportunities policies.
  • Contribute to EP's social, economic, and environmental responsibilities while minimizing environmental impact.
  • Ensure a safe and secure working environment for staff, students, and visitors.

English Path is dedicated to safeguarding and promoting the welfare of young people and vulnerable adults. We expect all staff and volunteers to share this commitment. Prior to employment, all gaps in CVs must be satisfactorily explained, and proof of identity and qualifications will be required. Appropriate suitability checks will be conducted before confirming employment. All concerns will be directed to our Designated Safeguarding Lead.

This job description is not exhaustive and may be subject to change based on the needs of the organization.