Student Experience Supervisor

Location: Manchester - St James

Grade: K3

Reports to: Student Experience Manager

Direct reports: None

Key stakeholders: Students, Clients, Student Services, Client Services,

Faculty and Resource Management

**Who we are & what we stand for**

We are a leading provider of apprenticeships, of accountancy / tax / finance & banking courses, and of

professional assessments. At Kaplan, we're all working together to make this organisation diverse,

innovative and efficient. And to become highly respected for supporting learners to build or assess

their professional competence through apprenticeships and qualifications.

We are part of the Kaplan group, one of the world’s largest and most diverse education and

assessment providers. We operate in over 30 countries and maintain relationships and partnerships

with more than 1,000 school districts, colleges and universities, professional bodies and over 10,000

businesses. Our vast breadth and scope in terms of both capabilities and assets sets us apart.

We work hard to make this a great place to work where everyone can succeed. Sex, race, disability,

age, sexual orientation, gender identity, religion or other belief, marital status, pregnancy or

parenthood - none of these should be a barrier to anybody’s success at Kaplan. If you require any

adjustments, or additional support within the recruitment process, please contact us directly and we’ll

do our best to help.

**How you’ll help us succeed**

You will provide all students and visitors with an outstanding experience in Kaplan training locations.

You’ll take responsibility for all tasks and standards within the remit of Student Experience and

ensure that they are completed efficiently, in a timely manner and to a high standard. You’ll be

ensuring that the training location is ready for our students during operating hours

Your responsibilities will be as follows**:
Student & Visitor experience
- Act as the lead Student Experience team member at the training location
- First point of contact on Front Desk, welcoming and meeting our students, visitors and

creating a positive first impression
- Provide accurate and up to date information to students who are considering choosing Kaplan

as their tuition provider
- Maintain up to date knowledge of all Kaplan products, qualifications and student policies
- Resolve training location related student and client queries, liaising with other Kaplan

functions as needed
- Act as escalation for queries raised within training location
- Maintain the integrity and security of our access control system, ensuring that all visitors can

be accounted for
- Maintain an effective working relationship and communication with the building security and

management teams to provide a quality experience for students
- Identify, explore and implement improvements to the student or visitor experience
- Ensure that relevant information shared with Student Services about local facilities is accurate,

complete, and up to date

Course operations
- Ensure that class lists and other course associated documents are generated in accordance

with daily class schedules and SLAs
- Ensure that all courses exams and administration is completed to the relevant standards (for

example, ACA PwC Y1AA)
- Ensure that all required processes are completed correctly and inline with the set SLA (for

example, absence reporting)
- Enter information onto our student management system, including absences and updates to

student personal details
- Ensure that the room planning and rooms board are created by the appropriate deadlines
- Ensure all requests on relevant trackers are carried out in accordance with the tracker process

and that the SE Inboxes are monitored and actioned daily, including arranging cover of the

inbox, if necessary
- Support the other functions as required with administrative tasks as directed by the Student

Experience Manager
- Carry out CBE administration for all qualifications including downloading tokens and

invigilation of sessions

and incident logging

Centre operations
- Ensure that the student environment, including all break-out areas, CBE rooms and

classrooms, and also the shared office space are presentable
- Conduct regular building ‘walk-arounds’
- Report and follow up on any building related issues such as faulty equipment, lighting,

cleanliness etc
- Ensure CBE room(s) are set up as required
- Liaise with IT to resolve any in-centre IT problems
- Liaise with local contractors such as vending and cleaning to ensure high quality services for

students
- Responsible for building opening and closing, where appropriate
- Local health and safety representative including induction and training for new team members
- Organise any catering services as required

You’ll also carry out other duties, within the broad scope and spirit of your role, as requested by your

manager. Our business continuously evolves, so your role will too.

**Safeguarding ch