The Student Services Assistant works alongside the Student Services Manager on general customer services, student finance and day-to-day student administration.  They ensure all students have the best Kaplan Experience through top quality customer service and by making the welfare and safeguarding of students a priority.



Kaplan International Languages  - Mission Statement and Core Values


Kaplan helps individuals achieve their educational and career goals. We build futures one success story at a time. Our core values of Integrity, Knowledge, Results, Support and Opportunity define our company culture and provide the framework for what we deliver to our customers and employees each day. We succeed when our students succeed. All Kaplan divisions, including Kaplan International Languages, share the same Mission and Values as our parent company, Kaplan, Inc.



Location: The post is based in one location (as specified by advert or as per your contract) but may require occasional attendance at other sites within the UK or Ireland and online.


Reports: This position reports to the Student Services Manager.


Objective: The Student Services Assistant works alongside the Student Services Manager on general customer services, student finance and day-to-day student administration.  They ensure all students have the best Kaplan Experience through top quality customer service and by making the welfare and safeguarding of students a priority.



Duties


Customer Service

•To be the first point of contact for the student for all enquiries and to liaise with the appropriate departments

•To provide exceptional customer service to both internal and external customers at all times

•To ensure the smooth running of the reception desk services of the school and to ensure the reception area is kept tidy and well presented

•To take part in the induction of new students, ensuring the induction is delivered with the customer journey in mind

•To ensure all visitors and students are given a warm welcome and receive a positive impression of the school

•To organise refreshments for visitors to the school

•To be helpful and courteous to students and their representatives


Administrative

•To assist the Student Services Manager with all day-to-day student administration, including among others the preparation of welcome & leavers' packs, registration forms, ID cards, student letters

•To agree dates for IELTS exams with students and book the exam

•To ensure post and deliveries are sorted efficiently

•To manage the visitor check in & out system


Sales & Marketing

•To develop a good knowledge of KI Languages courses and services in order to deal effectively with day-to-day queries from existing and prospective customers

•To proactively sell courses, upgrades, extensions and any other available products to existing and potential students

•To promote social programme events and assist students with booking them


Compliance

•To assist the Student Services Manager with ensuring compliance with all UKVI (GNIB in Ireland) regulations including checking and filing all student visa and passports and maintaining up-to-date student contact details on the student database

•To ensure that all students’ attendance is in accordance with KI Languages and UKVI(GNIB in Ireland)  requirements, that students are aware of those regulations and that records are kept

•To be familiar with all British Council/Education Scotland/ACELS  inspection criteria relevant to the department

•To have a good working knowledge and understanding of procedural documents and KI Languages policies relevant to the role

•All employees of Kaplan International Languages have a responsibility for data protection. They are obliged to undertake training and have a duty to adhere to our Data Protection policies


Financial

•To process payments made to the school through the reception till and record all financial transactions accurately

•To ensure revenue for the school is maximized


General

•To deputise for the Student Services Manager in their absence as and when required

•To answer the telephone in a prompt, polite manner and field calls appropriately 

•To be proactive about both your personal and professional development including attendance/completion of all compulsory training sessions and to actively participate in any training offered

•To undertake other duties as deemed necessary by line manager


Welfare

•To take part in the 24-hour emergency phone rota if required

•All members of the school team are responsible for all aspects of our students safeguarding and welfare in conjunction with the wider school and company management teams



Qualifications (Desirable)

•Bachelor’s degree



Experience (Essential)


•Experience in administration work (preferably in an ELT environment)

•Experience in working in a customer-facing environment



Experience (Desirable)


•Experience in dealing with and solving complaints

•Experience in processing payments

•Experience in selling products and services

•Experience in visas and compliance



Competencies


•Ability to deal with and resolve a high volume of queries efficiently

•Ability to find and present solutions to problems

•Ability to relate to and build rapport with international students

•Ability to use initiative and make decisions when required

•Ability to work effectively on an individual basis and as a member of a team

•Excellent communication skills

•Excellent IT skills including MS Office

•Excellent organisation skills and ability to multitask, manage conflicting priorities and meet deadlines

•Exceptional customer service ethos

•High level of patience and approachability

•Strong attention to detail and high level of data accuracy



Please apply with a CV and covering letter. Closing date: 4th October 2022



Special Requirements

The post holder will be required to have a DBS/Disclosure Scotland/Garda Vetting check.


Disclaimer and revision date

This is a non-exhaustive list of the duties of the above role and the person specification of the job holder. The Company reserves the right to amend this document as the needs of the business require.


Revision date for this job description: November 2022



At Kaplan International, we are committed to working in a diverse organisation and strive to provide equality of opportunity for all. We encourage and welcome applications from individuals, regardless of age, disability, sex, sexual orientation, gender reassignment or identity, pregnancy and maternity, race, religion or belief and marriage and civil partnership. If as a disabled applicant (as defined under the Equality Act 2010) you would like to request that your application is considered under our Guaranteed Interview Scheme (GIS) please let us know using this form


As part of our commitment to safeguarding, depending on the nature of the role, successful candidates may be subject to an enhanced Disclosure and Barring Service check. 


Applicants must be able to provide proof of eligibility to work in the UK. 


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