Student Experience Officer

Location: Southampton

Grade: K2

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 believe diversity, equity and inclusion - of culture, experiences, perspectives - are
paramount to creating success and opportunity in an ever-changing world. As an
educator, partner and employer, we are committed to promoting an equitable world in
which diverse talent can develop, advance and thrive. We therefore welcome

We are a committed member of the government’s Disability Confident scheme which
recognises the talents disabled people can bring to the workplace. 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 ensure all administrative tasks within the remit of Student

Experience are completed efficiently, in a timely manner and to a high standard, as well
as ensuring the training location is ready for our students during operating hours.

Your responsibilities will be as follows:
Student & Visitor experience
- Provide a welcoming presence at our front desk, welcoming and meeting our

students and clients 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
- 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 studentsmeeting the agreed service levels
- Course operations
- Generate class lists and other course associated documents in accordance with

daily class schedules
- Enter information onto our student management system, including absences

and updates to student personal details
- Maintain the room allocation board ensuring that it is kept up to date
- 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 sessionsextensions, 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
- 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 children and young people**

Kaplan is committed to safeguarding and promoting the welfare of children and young
people and expects all employees to share this commitment.

This role involves working with learners who are under 18 years old and is exempt from
the Rehabilitation of Offenders Act 1974. Recruitment checks are undertaken in
accordance with our background checking policy. Successful applicants will be required
to undertake an Enhanced Disclosure (including children’s barred list) via the Disclosure
and Barring Service (DBS) and/or satisfactory Disclosure Scotland check to confirm your
suitability to work with children and young people. Our Suitability of Ex-offenders Policy

e