Student Experience Facilitator

**Student Experience Facilitator (college based)**
**Salary between** £20,000- £22,000 (depending on experience)
**Reporting to **Operations Manager
**Team Management **None
**Suitable for remote working? **No
**Suitable for Core Hours? **No
**Job Location & Band **BSC Brighton

The Student Experience Facilitator supports the smooth operations of the college, with a focus on overall student experience. The role may include an additional specialism as indicated on the Job Description below. Duties of the role include, but are not limited to, those listed below.

**1. Student Experience**
Supporting the implementation of the BSC groupwide strategy in relation to student experience to ensure that our customers are at the forefront of everything that we do at BSC, specifically:

- Acting as the first point of contact and advisor for all students and visitors to the College, ensuring they are all dealt with in a courteous and professional manner, providing the necessary advice and assistance, and effectively dealing with any requests and feedback
- Continuously evaluates and identifies opportunities to drive process improvements that positively impact the student experience including support of the Student Ambassador Program

3. Following up on NPS feedback surveys within the agreed SLA’s. ensuring that corrective action is taken where necessary

4. Supporting the Monday morning arrival experience in line with Great Things Start Here initiatives
- Dealing with all escalated student welfare queries and problems quickly, discreetly and efficiently and to the satisfaction of all concerned

6. Supporting the social and activity programme as required

7. Actively participating in the group wide calendar of events, celebrating major annual public holidays in the locations of both BSC colleges and our students

8. Ensuring the college fulfils its duty of care to students

9. Meeting Group Leaders on arrival to ensure all elements of the stay are in place as expected

10. Ensuring the appropriate organising of all ‘extras’ including social programme, bus passes, excursions, transfers etc.

**2. Financial & Administrative Management**
Supporting the day-to-day the smooth running and financial health of the college, specifically:
1. Supporting the effective day-to day management of the college’s administration processes.
- Providing general administrative and record keeping support for the College as requested by the Student Experience Manager or Student Experience Facilitator (Lead)
- Assisting with the collection of monies owed by the student as informed by Finance following company policy and procedure
- Maintaining an up to date and accurate knowledge of college
- rules and policies, British Council guidelines and relevant welfare issues to ensure colleagues and students are given correct information at all times

6. Liaising with central accommodation team to ensure that the provision of student accommodation is of a high standard and in sufficient quantity to meet growing demand.

7. Managing all cash transactions in compliance with BSC group standards as directed by the Finance Team

8. Supporting the efficient administration of course bookings and student records
- Completing any other related duties as assigned by School or BSC central and support teams
- 3. Marketing & External Communications Supporting the Student Experience Manager to ensure that the college operates effectively and in line with the brand standards of the British Study Centres group, taking maximum advantage of the local market opportunities and development potential available, specifically:1. Dealing with or redirecting as appropriate all enquiries received, within the agreed BSC SLA’s, so as to promote the college and generate business.2. Ensuring the Welcome Hub areas are well presented and promotional material is displayed at all times.
4. Student Accommodation & Welfare Services
Supporting the effective management of the college’s student accommodation and welfare service, specifically:1. Supporting the local management of the colleges accommodation provision so as to achieve smooth running2. Dealing with all student welfare queries and problems quickly, discreetly and efficiently and to the satisfaction of all concerned. Keeping appropriate records and passing on information to relevant parties.3. Ensuring that students have access to all required information after they arrive at the college by means of the orientation, learning file, college notice board, members of team etc.4. Being prepared to handle queries and calls when on evening/weekend duty; this involves having the weekend handbook and mobile phone at all times when on call.
- 5 Safeguarding

To support the safeguarding practices within the college, specifically;
1. Receiving information about events that are planned in British Study Centres that may involve young people or vulnerable adults

2. Assessing the information promptly and carefully, clarifying and obta