Student Support Officer

Connecting the World through English

New College Group (NCG) is a specialist English language college providing courses to Adults and Young Learners who travel to the UK and Ireland to learn English. NCG was established in 2011 and has year round schools in three vibrant student cities: Manchester, Liverpool and Dublin. We also have summer schools for our younger students.

NCG is a fast paced, growing organisation with a diverse, international student body. We use the communicative approach to immerse our students in the English language. We’re recruiting a student Support Officer to work in our modern, spacious facilities in Manchester city centre during our peak season.

JOB PURPOSE

ORGANISATIONAL RELATIONSHIP

Part of the Student Support Team, the Student Support Officers are based at the front desk and report directly to the Student Support Manager. The responsibilities below are shared between the Student Support Officers and the Student Support Manager may complete some responsibilities. Each Student Support Officer will have a focus on one or two areas of responsibility as directed by the Student Support Manager.

GENERAL RESPONSIBILITIES
- Ensure the health and safety of everyone entering the college.
- Greet and welcome students and visitors and provide refreshments if required.
- Answer incoming calls, directing them through the company and taking messages.
- Provide information and answer queries from current students as well as walk-in students.
- Produce letters for students.
- Prepare notices, posters and updates for the noticeboards.
- Prepare documents for the registration of new students.
- Help students with Police registration procedures.
- Enrol each student in college, making sure all appropriate documents and information are collected in a timely manner.
- Input and update student data on to the CRM system.
- Update student attendance records on a daily basis.
- Assist with general administration duties.
- Prepare student certificates.
- Post current events and photographs on social media.
- Report any maintenance to relevant departments.
- Issue student cards.
- Comply with UKVI and British Council requirements.
- Maintain student files.
- Assist students with general enquiries, including accommodation.
- Deal with students’ complaints as per the company’s policy and escalate when necessary.
- Participate in all mandatory training for Health and Safety and Safeguarding, as advised by the College policy and through the instruction of the appropriate line manager.
- Comply with the induction process required either as a new member of staff or directly conducting induction training if required.
- Support other colleagues in their induction and encourage engagement.
- Monitor attendance daily, paying special attention to specific groups such as under aged students and other groups according to their sponsor’s demands.
- Issue attendance/lateness warning letters according to the Attendance Policy.
- Process official documents to authorise students’ absences according to the Authorised absences policy.
- Book students’ holidays in accordance with the college’s Holiday policy.
- Assist the Student Support Manager and the Finance Department chasing outstanding balances.
- To act as emergency telephone support on a rota basis when required, in coordination with the Student Support Manager, Group Operations Manager and the other phone holders.
- Carry out any other ad-hoc duties which may occur from time to time and are considered to be within the post holder’s capability.

ACCOMMODATION RESPONSIBILITIES
- Set response deadlines, monitor students’ responses, check deposits are paid on time, cancel accommodation places where response deadlines missed.
- To be fully conversant with the in-house Room Service allocation system and liaise with the finance department. Be able to compile regular reports on voids and bed management.
- Assist in maintaining full occupancy levels for contracted rooms in residential accommodation, including maintaining a waiting list, log departures and arrivals.
- Under the direction of the Student Support Manager, ensure the office is equipped to provide appropriate advice and information to students and prospective students in line with internal policies and procedures.
- Under the direction of the Student Support Manager, conduct health and safety inspections on residential accommodation in line with legislation.
- Provide accommodation information sessions for host and students.

SAFEGUARDING AND WELFARE RESPONSIBILITIES
- Monitor welfare needs of students and offer help and guidance where possible,

providing support and signpost students with welfare issues within the school and

their accommodation, making representations on their behalf to other services and

liaising with the other departments within NCG. Keeping accurate and contemporaneous notes of any meetings.
- Work closely with key staff in the student support and academic team to ensu