Kaplan International Languages - Mission Statement and Core Values
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.
Location
The post is based in Bath but may require occasional attendance at other sites within the UK or Ireland.
Reports
This position reports to the Principal, with dotted line reporting to Operations Support Manager UKI.
Objective
The Student Services Manager oversees general customer services, student finance and manages day-to-day student administration. They ensure all students have the best Kaplan Experience through top quality customer service and by making the welfare and safeguarding of students a priority.
Duties:
Management
• To be responsible for the overall management of the Students Services department including front of house reception staff and services
• To manage the Student Services Assistant (if applicable) and ensure they are appropriately trained
Customer Service
• To take a lead role in improving the student experience as a whole, and to be the link between all departments of the school
• To provide exceptional customer service to both internal and external customers at all times
• To be responsible for ensuring all student services enquiries are resolved quickly and concisely, whilst maintaining a high standard of customer service
• To effectively and promptly resolve areas of concern for students, and to keep accurate records of those concerns and how they were resolved
• To ensure all visitors and students are given a warm welcome and receive a positive impression of the school
• To take a lead role in the induction of new students, ensuring the induction is delivered with the customer journey in mind
• To be helpful and courteous to students and their representatives
Sales & Marketing
• To proactively sell courses, upgrades, extensions and any other available products to existing and potential students
• To manage local and walk-in business and to refer such business as necessary to other members of staff
• 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 promote internal and external exams and assist students with booking them
Compliance
• To ensure compliance with all UKVI/GNIB regulations including checking, scanning and storing information for all student visas and passports and maintaining up-to-date student contact details on the student database
• To oversee and ensure compliance with all accrediting bodies
• To ensure, in liaison with the Principal, that the school premises and facilities meet current health and safety regulations and are kept in a proper state of maintenance and repair
• To ensure that all students have a working knowledge of emergency, evacuation and health and safety procedures
• To be fully aware of all internal measures of quality and satisfaction and to review these with the aim of ensuring all students have the best possible Kaplan Experience
• To be familiar with all British Council 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 manage all relevant financial returns ensuring they are produced on due dates, accurately and to specification
• To monitor expenditure according to budget and report on variances
• To ensure that suppliers deliver quality whilst remaining cost effective
• To be responsible for collecting outstanding fees
• To ensure revenue for the school is maximized
HR
• To ensure effective staff recruitment, retention and attrition as and when necessary, and to ensure that recruitment procedures are adhered to
• To ensure that all staff are fully and properly inducted and that they have operational knowledge of procedural documents and KI Languages policies relevant to their role
• To have a good working knowledge of managed staff job descriptions and procedures associated with their role
• To liaise with the Principal on matters of staff pay, holiday, sickness and other related HR issues
Safeguarding & Welfare
• To be the Local Safeguarding Officer (UK) for the school.
• To co-ordinate with the Principal on all safeguarding matters.
• To liaise with staff on matters of safety and safeguarding and when deciding, in conjunction with the principal, whether to instigate a yellow/red alert.
• To keep detailed, accurate and secure written records of safeguarding concerns.
• To maintain a compliant welfare system within the school, ensuring all students have access to up-to-date welfare information and support.
• To keep your knowledge and skills up to date via online training and other appropriate opportunities.
• To work with the school’s management / administration team to ensure safeguarding is at the heart of the school’s ethos and that all staff are supported in knowing how to recognise and respond to potential concerns.
• 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
General
• To answer the telephone in a prompt, polite manner and field calls appropriately
• To attend quarterly regional meetings
• To ensure that equipment is functioning properly and to liaise with IT about technical problems
• 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
Qualifications (Desirable)
• Bachelor’s degree
• DELTM or equivalent
Experience (Highly desirable)
• Experience in administration work (preferably in an ELT environment)
• Experience in dealing with and solving complaints
• Experience in selling products and services
• Experience in working in a customer-facing environment
Experience (Desirable)
• Experience in British Council
• Experience in management in EFL (or similar educational environment)
• Experience in managing a budget
• Experience in processing payments
• Experience in producing financial reports
• Experience in visas and compliance
• Experience in working towards financial goals
Competencies (in alphabetical order)
• Ability to deal with and resolve a high volume of queries efficiently
• Ability to demonstrate safe recruitment practices leading to the hiring of exceptional staff
• Ability to find and present solutions to problems
• Ability to manage and implement change
• Ability to manage performance and development of staff
• Ability to motivate others to achieve goals
• Ability to promote the school and KIL services
• Ability to relate to and build rapport with international students
• Ability to sell products and services to current and potential customers
• Ability to set and work within financial parameters
• 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
Special Requirements
The post holder will be required to have a DBS check
Salary:
28-30K pa (depending on experience) plus bonus, commission and benefits
Equal Opportunities statement 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.
Disclaimer and revision date
This is a non-exhaustive list of the duties of the above role and the person specification of the job holder. The Company reserves the right to amend this list as the needs of the business require.
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