Global Banking School Hiring for Student Services Officer Job at Birmingham, England , UK Full Time

Main Responsibilities

Student Satisfaction

• Greets new students on their first day as part of their school induction programme.
• Promote a customer service focused culture across the school which results in student retention.
• Remains available throughout the day for questions from students regarding their courses, accommodation, and general wellbeing.
• Helps to manage problems or complaints efficiently and effectively with support from the wider student services team, Head of Schools and Campus Coordinator
• Offers responses to students in a timely manner
• Ensure student feedback is obtained in order to maintain the highest levels of student satisfaction
• Manage post-arrival service issues and liaise with central staff as appropriate.
• Actively assess and monitor the impact of Student Services across the school, making constant improvements based on feedback and anticipated changes in the market.

General Administration

• Respond to walk-in and locally received telephone enquiries in reception.
• Assist other administrative colleagues in collecting student attendance data, communicating with absentees and keeping the school’s system up to date with all student information.
• Ensure service level agreements are met at all times, both internally and externally
• Deal with visitors or guests as and when required as per the Schools policy.
• Develop a sound working knowledge of the company database, following the policies and processes set out.
• Enrols students for their school onto the CRM as sent by the Business Development Officers.

Administrative Duties

• Prepares welcome packs for new students.
• Updates and maintains the School database with student details.
• Checks all students have ID, visas or completed police checks in order to be compliant with UK legislation.
• Updates the School’s bookings system with any course changes.
• Takes payments for any extra classes or social excursions.
• Maintain finance records for each student on the CRM
• Ensures the reception area is always tidy.
• Assists the management team with administrative tasks as required.
• Ensure that all students have up-to-date contact details, immigration records and a suitable visa to legally study at the school, that all student documents are scanned and uploaded and all passport and visa information is inputted.
• Trains and manages interns

Accommodation

• Liaises between student/partner and accommodation provider regarding complaints and issues.
• Responsible for accommodation refunds liaising with line manager and finance team.
• Secondary support for admissions and operations team when high volume of bookings.
• Can book accommodation using CLASS school management software.
• Responsible for inspecting accommodation and, taking detailed notes and keeping up to date records and risk assessments for each premises.

Activity Programme

• Oversees the school’s weekly activity calendar, in conjunction with other SSO’s and Head of School
• Designs and updates new activities and excursions for the calendar each week and maximises student involvement.
• Takes part in at least one afternoon and one evening activity each week.
• Works with teaching staff and interns to ensure all activities are staffed where necessary.
• Create content for the school’s social media accounts and blogs based on the activity programme

Business Development

• Responsible for direct sales at your school (with support from the Head Office team)

Requirements

Experience

• Relevant experience within the Education sector (desirable)
• Experience working in a Customer Service role (essential)

Skills

• Fluent in English (essential) and another language (desirable)
• Excellent administrative and organisational skills
• Professional telephone manner combined with a high level of spoken and written English
• Excellent communication skills
• Excellent team worker with the ability to negotiate and compromise whilst taking into account the views of others
• Accuracy, attention to detail and a methodical approach
• Ability to multi-task and deliver against a number of priorities
• Good working knowledge of Microsoft Office packages
• Ability to find and present solutions to achieve customer satisfaction
• Ability to demonstrate international and cultural sensitivities

We are looking for people with the following behaviours and attributes:

• Confident, enthusiastic, empathetic, and friendly
• Flexibility and a positive attitude
• Professional appearance
• Approachable and friendly manner
• Goes the extra mile
• Takes ownership
• Address issues positively
• Communicate proactively.
• Are active listeners
• Are respectful and value students, parents and other customers