Contract type: Full Time (37.5 hours per week) – Permanent
Location: Brighton Head Office
Internal Applications only
The Central Student Services Officer’s role is to provide a high level of administrative and operational service to support students and support Study Group’s network of study Centres to function effectively. This will require good people skills and a high level of administrative ability. The post holder will respond to routine student, agent and parent enquiries, provide timely and accurate information and become a skilled user of internal student records system. The post holder will be required to ensure the accurate recording of data required for student records.
ABOUT THE ROLE
* Responsible for everyday point of contact support for group of centres and ensuring that student, agent, sponsor and parent enquiries are responded to appropriately and within agreed Service Level Agreements (SLAs).
* Ensure that strong and effective relationships are maintained with strategic accommodation providers, to ensure the successful operation of the accommodation services and to deliver exceptional student experience.
* Be the first escalation point for pre-arrival queries at designated study locations.
* Ensure airport transfers, insurance products and other services as required are completed accurately and in a timely way.
* Assist and encourage students to engage in pre-arrival activities.
* Participate in on-call rota during peak arrivals periods typically during September and January, taking incoming calls from students as a first response to arrivals queries.
* Deliver a high standard of customer service within call handling guidelines and resolve issues and queries independently and effectively by referencing online materials, escalating as required.
* Ensure that student records are accurate and details are up to date at all times, using call logging trackers.
* Accurately follow a suite of campus based administrative processes; typically focussing on the management of booking information, debt management and financial adjustments within agreed SLAs.
* Accurately document the receipt and tracking of completed transactional based work within a case management system.
* Proactively liaise with campus staff to identify needs and offering campus-based support where required.
* Be the first point of contact for accommodation providers regarding low level student behaviour issues and debt.
* Respond and resolve student e-mails queries, providing for example general advice to students on travel information with opening bank accounts, issuing confirmation letters, letter requests.
* Support late arrivals with orientation processes.
* To ensure data is uploaded and updated as required within the student information system.
* Assist colleagues to contact absent students and inform parents and agents when necessary.
* Working as part of a team to ensure professional and timely information and reporting is released to external stakeholders including: parents, sponsors, guardians, agents, Study Group colleagues in the UK and overseas, partner university.
* Participate in agent, recruitment or centre training events as required.
* Provide resources and support for other members of the Education & Student Experience teams, as required.
* To provide general administration support for the centre as required and cover administration duties for other members of staff when absent and during peak periods.
* To carry out any duties, as reasonably required by the Central Student Services Manager.
ABOUT YOU
* Bachelor’s degree (or equivalent experience).
* Supporting students in an educational context.
* Working in a regulated environment.
* Working in customer service.
ABOUT US
Study Group is a leading international education provider that is dedicated and passionate about helping students around the world, creating a brighter future and reaching their full potential. With university partnerships and a variety of face-to-face, online, and hybrid study programmes, we can provide students with the resources and guidance they need to succeed. Our global network of offices and university partnerships ensure that students receive the best educational services available. Additionally, our Insendi platform enables us to deliver innovative, accessible, and intuitive digital learning experiences with the most advanced digital tools available.
ORGANISATIONAL COMPLIANCE
Study Group is proud of its high standards in safeguarding and recognises its importance in enabling the best possible student experience and outcomes. For successful applicants the following checks will be conducted- Criminal Background Check (country specific), x2 References, ID and Right to Work checks as well as Education Verification.
We are proud to be an equal opportunity employer and we strive to create a diverse and inclusive workplace. We are committed to providing equal opportunities for all individuals, regardless of race, gender, religion, nationality, or any other factor. We believe that the best person for the job should be selected based on skills and experience alone. Your information will be kept confidential and stored securely. Please see our Privacy Policy.
We adopt a rolling recruitment process meaning that we review applications as they are submitted. To avoid disappointment, please ensure that you apply ASAP.
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