Student Services Officer in Manchester

What are you going to do:

STUDENT EXPERIENCE, CUSTOMER SERVICE AND WELFARE

• Help to plan an engaging, fun, and varied social activity programme.
• Take the lead in promoting the social programme around the school (with posters or other marketing techniques) to engage the students and maximise student participation in social activities.
• Enthusiastically and confidently lead on-site and off-site social activities and tours (including at weekends on occasion).
• Actively encourage students to provide feedback though formal and informal channels, and proactively contribute to collecting testimonials for social media.
• Answer all student enquiries, administration requests and complaints in a helpful and friendly manner, following company procedures and referring students on to others if necessary.
• Facilitate sales by providing current and potential students with clear information on courses and prices.
• Provide clear and up-to-date school information for students throughout the centre via notice boards, WhatsApp, emails, and any other means.
• Welcome and assist ‘walk-in’ student or agent enquiries or visits; assist with pre-arranged site visits by agents, students, or parents.
• Adhere to all British Council, safeguarding and health and safety guidelines at all times to ensure student and staff safety and welfare, including carrying out risk assessments for social activities as necessary.
• Provide a high level of welfare support for all students with extra support and vigilance for under-18 students, in accordance with company policies.
• Promote safeguarding and welfare of students under 18 and vulnerable adults. Ensure all safeguarding policy guidelines are adhered to for students under 18-years of age.

STUDENT ADMINISTRATION AND GENERAL DUITES

• Assist with student enrolments, liaising directly with the student or agent as required.
• Manage the collection of completed paperwork and documentation involved in new arrival inductions. For example, checking, scanning, and uploading students’ passports and visas etc.
• Ensure that all student data is correctly entered into the student database and kept up to date.
• Take payments from students and ensure that company credit control procedures are adhered to.
• Support and cover for the other SSOs in their respective duties including, but not limited to, host family and residence recruitment, developing and maintaining an effective working relationship with accommodation providers and dealing effectively with student, parent, and agent accommodation-related issues.
• Open and close the school (as requested, on a rota basis), ensuring that reception areas are prepared for the start of the school day.
• Participate actively in weekly team meetings, offering suggestions on how to improve the customer experience and efficiency of the department.
• Keep abreast of policy changes and improvements and support in the regular updating of student handbooks and information sheets.
• Ensure that the ground floor reception area is a welcoming and functional area for all visitors.
• Carry out general reception duties effectively, including answering phones, keeping the area tidy and attending to visitors.
• Work closely with the Finance team to ensure accurate records are kept on CRM/SMS and in-house systems, to process payments, invoices and refunds.
• Assist with Health and Safety and Fire Marshal duties; undertake training as required; check social activity risk assessments prior to group departure.
• Assist colleagues in ensuring that the building and facilities are well presented, well maintained and in line with health and safety requirements.
• Assume responsibility for the Communicate School emergency phone on a rota basis, assisting students, immigration authorities, accommodation and transfer providers as necessary.

What we offer:

• A dynamic, friendly, and fun working environment
• Training opportunities and the ability to acquire a variety of transferable skills
• The possibility to join weekend trips around the UK for free

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Extra information

WE ARE LOOKING FOR:

ESSENTIAL

• Excellent customer service skills, with a friendly, helpful, and efficient manner and an ability to remain calm during busy periods.
• Energetic and caring.
• Ability to communicate clearly and effectively in spoken and written English, to native-speaker level.
• Ability to work flexibly, with occasional evening or weekend work required.
• Commercially-focused and driven to maximise sales and profitability.
• An understanding of, and genuine interest in, the International Education sector; especially EFL. An understanding of our courses and provision.
• Ability to work on own initiative and as part of a team, with enthusiasm for new opportunities.
• Must be well-organised and able to multi-task, with good administration and IT skills, and attention to detail.
• Polite, clear and helpful manner.
• Maintain a professional demeanour at all times as a representative of Communicate School.

DESIRABLE

• Additional language skills to reflect the native languages of our customers (especially Arabic)

Welfare/Customer Services qualification or training

Status

Closed

Education Level

College

Location

Manchester

Working hours per week

40

Type of Contract

Summer / Holiday Jobs, Temporary Full Time

Salary indication

Between £20,000.00 and £21,000.00 Per Hour

Responsible for

Ensuring a fantastic experience for all students, agents, visitors, and other stakeholders by providing exceptional customer service.

Profession type

Customer Service

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English