Location: EF International Language Campus – Pullens Lane – Oxford - UK/IRE
Reporting to: STUDENT SERVICES MANAGER / DIRECTOR OF STUDENT SERVICES
Summary:
Full-time, 5 days per week - 8am to 5pm, 8:30am to 5:30pm, 9am to 6pm or 9:30am to 6:30pm. Permanent. Mon – Fri (weekend and out-of-hours work will be required).
Core Skills/Requirements:
* Experience and/or training in student welfare and customer experience
* Hands-on approach to work with willingness to take on and accomplish any task in a timely manner
* Highly motivated, energetic, positive with mature, common-sense approach
* Strong administrative skills with a high attention to detail
* Enjoy working in a demanding, varied environment
* A team player who can bring energy and positivity across all teams
* Creative & energetic with lots of common sense as key
* Sales focused and target driven
* Ability to handle difficult situations with ease, remaining calm & positive under pressure
* Flexible attitude to work and creative problem solver
* Have the right to live and work in the country of employment
Objectives:
* To be the ambassador of customer service in the school
* To maintain visa compliance in accordance with UKVI policies
* To ensure our customers will have the highest experience during their stay with an emphasis in customer support and welfare
* To support the student services manager in delivering the highest customer experience
* To maintain EF policies, regulations, and Golden Rules
* To support students in their daily life and enable them to achieve the best experience and highest learning possible
* To promote the best image of the school in the local community through contact with suppliers and other community contacts
* To support welfare provision in the school
* To ensure customer satisfaction with their overall experience
* To support the running of reception and ensure first class customer service across the school
* To support the administration of the school to ensure all departments run smoothly and effectively
* To ensure all health and safety requirements, accreditation and local laws are adhered to
Main Responsibilities:
* Deals with students’ enquiries, problems, and complaints regarding their overall experience on campus
* Assist with evaluations 1, 2, and 3 and hold 1:1 meetings with students when appropriate
* Manage and act as a mentor as part of the mentor programme
* Manage student visas and assist them when necessary
* Deliver excellent customer service to students, staff and colleagues from sales offices
* Organise weekly intakes
* Manage the issuing of CAS numbers for EF Oxford, ensuring EF guidelines are adhered to UKVI immigration rules
* Ensure documentation and record keeping is accurate and complete across all departments
* Main user of the sponsor management system; produce reports for the UKVI and statistics for internal use
* Supervise students' re-registration and assist with weekly intake of new students, with specific responsibility for passport & visa checks, copying & effective filing immigration documents
* Oversee the application for and collection of Biometric Residence Permits where required
* Assist students with visa extension/amendments and drafting correspondence to the UKVI
* Monitor UKVI legislation, join relevant meetings and recommend updates to EF’s policy and procedures as appropriate
* Establish and implement processes for compliance with any changes in UK immigration legislation
* Train all school departments and staff, with Student Services Manager on compliance issues, offering support and assistance as needed in Oxford and partner schools
* Offer advice and support to sales offices, school staff and students as needed, particularly regarding immigration related queries
Student Services:
* To support students in their daily life and enable them to achieve the best experience and highest learning possible
* To ensure excellent welfare provision in the school
* To oversee the welfare phone during office hours
* Be available to speak to students and keep accurate records of conversations, logging on Elektra where appropriate
* Update welfare information in student handbooks and ensure welfare information is displayed on school noticeboards
* Maintain welfare file including contact list to ensure information is readily available
* Ensure concerns are escalated to manager/sales offices where appropriate
* Act as a Safeguarding Officer
* Be responsible for under 18 years old students and ensure all u18 procedures and policies are in place
* Assist with first week chats and ensure any concerns raised are followed up by the appropriate department
* Attend student council meetings and follow up customer support suggestions
* Manage and promote weekly/annual events in school throughout the year
* Assist with visas, bookings, and transfers when necessary
General:
* Participate in Fam Tours for visiting sales staff
* Participate in weekly departmental meetings, and central meetings as and when required
* Actively follow up on customer experience in the school
* Manage reception including answering phones and external enquiries
* Be the face of the school to students, staff and visitors
* Share emergency on-call duties with other school staff
* Attend external trainings where necessary and in school departmental meetings when required
* Support other teams and cover other departments in case of staff absences
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