Student Services Assistant

At Kaplan International Languages Liverpool we’re looking for an outstanding customer service professional to join our team as a Student Services Assistant. Based on the frontline reception area of our school, you’ll be assisting and working alongside the Student Services Manager, taking care of all day-to-day school administration, ensuring that all students and visitors receive a friendly welcome and the highest quality of customer care.

Our newest English language school within the group of UK schools, KI Languages Liverpool is housed in a building that once held the city’s Cotton Exchange, just a short walk from the Royal Liver Building and minutes away from Moorfields station. KI Languages Liverpool’s school facilities are modern and vibrant, providing an environment which is professional, fun and social for students and teachers. Kaplan International Languages is part of Kaplan Inc., a global education business and can offer exciting long-term opportunities for those want to build a career in international education. 

Kaplan International Languages  

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.

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

Benefits

• 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.

To apply for this role please submit a CV and Cover Letter detailing how you meet the requirements of the role by 5th June 2023.

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 you would like to be considered for an interview under the Guaranteed Interview Scheme, please complete 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. 

Applicants working outside the UK may be required to produce a police check from the relevant country.

About Kaplan International Languages.

Every year, Kaplan International Languages (KIL) helps students from various countries to develop and improve their English language skills. With a network of schools spanning 6 countries, KIL has the largest presence of any international language school in the English-speaking world. Our schools are in vibrant, sought-after and convenient locations, providing our students with the right environment to achieve their goals. We offer a wide selection of courses from General English and exam courses through to 8-month intensive programs.

As part of Kaplan Inc., KIL is proud to share in the Kaplan tradition of academic excellence, standing alongside other established education institutions like Kaplan Financial, Kaplan International Pathways, Kaplan Test Prep and Kaplan Professional. Kaplan Inc., which is owned by Graham Holdings, is one of the world’s largest providers of education and training. It has an 80-year history of expanding access to academic opportunity and global revenues of more than US$2 billion. We are proud to have recently welcomed ESL Education and Alpadia Language Schools into the Kaplan International Group.