Student Experience Facilitator Lead

**_ College Based (Manchester)_** **_Full time, 37.5 hours_**
**_Monday to Friday (between the hours of 9am-5pm)_**
**_Salary circa: £22,000- £24,000 per annum (depending on _**_experience_**_)_**

**Overview**:The Student Experience Facilitator (Lead) supports the smooth operations of the college, with a focus on overall student experience. The Lead Facilitator has a supervisory role in the College in the absence of the Student Experience Manager. Duties of the role include, but are not limited to, those listed below.

***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 management of Student Ambassador Program
- Identifying opportunities to grow student engagement within the College
- Following up on feedback within the agreed SLA’s. Ensuring that corrective action is taken where necessary
- 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
- Ensuring a robust social and activity programme is in place, providing a revenue stream to the college
- Actively participating in the group wide calendar of events, celebrating major annual public holidays in the locations of both BSC colleges and our students
- Ensuring the college fulfils its duty of care to students
- Meeting Group Leaders on arrival to ensure all elements of the stay are in place as expected
- Ensuring the appropriate organising of all ‘extras’ including social programme, bus passes, excursions, transfers etc

**Financial & Administrative Management**

Supporting the day-to-day the smooth running and financial health of the college, specifically:

- Ensuring that all administration areas of the business run effectively and efficiently
- 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 Director of Studies
- Assisting with the collection of monies owed by the student as informed by Finance following company policy and procedure
- Working with the Student Experience Manager to generate and convert walk-in students
- 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 always given correct information
- 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
- Managing all cash transactions in compliance with BSC group standards as directed by the Finance Team
- Responsibility for actively monitoring student numbers and activity at the college and ensuring all space is effectively optimised
- Liaising with Finance Team regarding students’ accounts and any other financial matters
- Ordering stock, stationery & other college supplies as necessary, within the delegated authority levels
- Supporting the efficient administration of course bookings and student records
- Completing any other related duties as assigned by the college management or BSC central and support teams

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**Marketing & External Communications**

Supporting the Student Experience Manager to ensure that the college operates effectively as a member of the British Study Centres group, taking maximum advantage of the market opportunities and development potential available, specifically:

- Dealing with or redirecting as appropriate all enquiries received, within the agreed BSC SLA’s, so as to promote the college and generate business
- Hosting agent visits and fam trips when required
- Implementing local marketing activity, at the direction of Central Marketing, to maximise direct non
- agent bookings from the local area
- Ensuring the Welcome Hub areas are well presented, and promotional material is displayed at all times
- Developing communication channels and processes with partners (where applicable) to ensure that we are capturing all opportunities with the partners. (i.e. recommending partner test sites and ensuring our partners are recommending us for test preparation where possible)

**Facilities & Resources Management**

Local responsibility for management of the college’s facilities and resources within the limitati