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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 enhancing the lives of students through language acquisition and cultural immersion. With a robust expansion since its inception, we have established modern facilities and professional learning environments across various continents including the UK, Europe, North America, Australia, and the Middle East.

Our extensive course offerings encompass General English, Academic preparation, Exam readiness, and Professional Certificate programs. Our curriculum is meticulously crafted to not only foster language proficiency but also to immerse 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 ancillary services such as quality accommodation, student insurance, and transportation.

At English Path, you will become part of a talented and passionate team committed to a singular vision: transforming lives through education.

MISSION:

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

VISION:

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

ROLE PURPOSE:

The Student Services Officer plays a pivotal role in providing exceptional customer service, acting as the primary point of contact for students, staff, and visitors. This position is integral to the Student Services team, ensuring that current and prospective students receive comprehensive administrative support. The Officer will focus on aligning student accommodation with their needs and fostering strong relationships between the institution and all stakeholders. Collaborating with the Centre Manager and fellow Student Services Officers across various locations, the Officer will identify opportunities for enhancing service delivery and spearhead necessary improvements.

KEY RESPONSIBILITIES:

Student Satisfaction:

  • Foster a customer-centric culture that promotes student retention.
  • Be readily available to address student inquiries regarding courses, accommodation, and overall well-being.
  • Efficiently manage and resolve issues or complaints.
  • Provide timely responses to student queries.
  • Gather student feedback to uphold high satisfaction levels.
  • Oversee pre-arrival and post-arrival service matters, 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, enrolling students in the CRM as required.
  • Assist administrative colleagues in tracking student attendance and communicating with absentees.
  • Ensure compliance with service level agreements at all times.
  • Welcome visitors and guests 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 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, accurately recording this information in the CRM.
  • 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, documentation, 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 schedule.
  • 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 institution's social media 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).
  • Exceptional administrative and organizational capabilities.
  • Professional telephone etiquette coupled with strong verbal and written communication skills.
  • Outstanding interpersonal skills.
  • Collaborative team player with the ability to negotiate and consider diverse perspectives.
  • Meticulous attention to detail and a systematic approach.
  • Capacity to manage multiple priorities effectively.
  • Proficient in Microsoft Office applications.
  • Adept at identifying and presenting 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 uphold the following commitments:

  • Adherence to the institution's values and policies, including safeguarding and equal opportunities.
  • Engagement with the institution's social, economic, and environmental responsibilities, minimizing environmental impact in their role.
  • Commitment to health and safety protocols to ensure a secure environment for staff, students, and visitors.

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. Comprehensive safeguarding procedures are in place to support everyone within the institution. Prior to employment, satisfactory explanations for any gaps in CVs, 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 intended to provide a general overview of the role and is not exhaustive. Other duties and responsibilities may be assigned as necessary.