Customer Service Advisor
Kaplan Living is a leading provider of Purpose Built Student Accommodation in the UK. We provide accommodation primarily for Kaplan International Pathways Colleges and Kaplan International English Schools, along with a small provision for University and Direct Let accommodation during the summer.
To assist in ensuring the property is managed and operated in line with agreed operating principles to support the achievement of our company goal to be industry leading in service levels to students, parents and stakeholders.
Provide front of house reception duties including, but not limited to, answering telephone queries, dealing with student/general queries, mail handling.
Facilitating approved access for visitors and contractors, and general completion of health & safety administration (Contractor work permits, site safety rules etc)
Logging of maintenance requests
Assisting with the completion of tenancy agreements
Inputting of student data into the relevant systems
Help to enhance the student experience within the social communal areas
Assist with arrival and departure procedures ensuring efficiencies and room management procedures are adhered to
Assist in the Management of payment, debt management and invoicing.
Work with internal and external partners to improve services, value for money and profitability.
Marketing & promotion
Assist the Management team to ensure that all information provided to customers on the residence, including social and academic support services is both accurate and updated regularly – to include printed collateral, web-based information and social networking sites.
Assist in marketing of the property to direct let customers where required
Assist in marketing to existing customers to maximise returner students
Assist in marketing and management of lettings including short-term contracts and summer lets
Contribute to, when necessary inward visits from agents/ partners/ parents as appropriate
To assist with open days
Conduct sales viewings to perspective students
Assist in preparing and managing the student social programme.
To ensure that a service level agreement with Kaplan International Colleges are met and that any shortfalls are documented and reported to the Management team.
Assist to develop and maintain policies and procedures in accordance with legislation and ANUK Accreditation Scheme along external/internal audits.
To support colleagues at both Kaplan International College and KIC HQ with regards to requirements under immigration legislation
Ensure the safety and welfare of all students and the Safeguarding of U18s accommodated in Kaplan Living. All members of the Kaplan Living team are responsible for all aspects of our students safeguarding and welfare in conjunction with the wider residence, college and company management teams.
Actively seek to safeguard and promote the welfare of U18s and refer any U18 safeguarding, welfare or support issues immediately to the National Residences Manager or U18 Well Being Coordinator. If the situation is applicable follow the red and yellow alert process and in the event of becoming aware of a major incident follow the red/yellow alert process and alert the KI Living Management.
Any other duties as required by the Management team
The successful applicant will:
Provide cheerful reception service to all students and visitors
Possess excellent oral and written communication skills including the proven ability to engage with customers and colleagues alike
Embrace the ‘more than just a room’ philosophy of Kaplan Living
Have a passion for customer care and a sensitivity to students needs
Have experience in a customer facing environment
Have experience of working in an effective Health & Safety culture in line with legislation
Have good IT skills (MS Word, Excel, etc.) and be adaptable to foster new skills to operate Kaplan’s internal management systems
Ability to offer flexibility in working hours
Maintain confidentiality of anything discussed, overheard or dealt with whilst carrying out the role
Essential skills/ experience
Have experience in customer service, hospitality or student service provision, ideally accommodation
Be able to engage in team work
To be able to work on own initiative
Ability to prioritise workload and meet deadlines
28 days annual leave*
Big discounts on Kaplan courses for you and your family
24/7 confidential helpline providing counselling and other support services
Company pension contributions
Maternity, Adoption, Shared Parental and Paternity/Partner pay which is well above statutory levels
Medicash Health Cash Plan
*Please note that the annual leave entitlement will be calculated on a pro rata basis if the role is part time.
How to apply:
Please apply with a CV and covering letter.
Please note, the vacancy will be closed when we have received a suitable volume of applications. We would encourage you to apply at the earliest opportunity.
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, successful candidates will be subject to an enhanced Disclosure and Barring Service check.
Applicants must be able to provide proof of eligibility to work in the UK.
About Kaplan Living
Part of Kaplan Inc., one of the world’s most diversified education businesses, Kaplan Living is a leading provider of Purpose-built Student Accommodation in the UK. We provide accommodation primarily for Kaplan International Pathways Colleges and Kaplan International English Schools along with a provision for University and Direct Let accommodation.