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.
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
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
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
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
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
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
Experience in administration work (preferably in an ELT environment)
Experience in working in a customer-facing environment
Experience in dealing with and solving complaints
Experience in processing payments
Experience in selling products and services
Experience in visas and compliance
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
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.