Student Services and Accommodation Welfare Assistant
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.
The post is based in one location (as specified by advert or as per your contract) but may require occasional attendance at other sites within the UK or Ireland. Reports This position reports to both the Students Services and Accommodation Welfare Managers.
The Student Services and Accommodation Welfare Assistant ensures the best option is available for students staying in our accommodation alongside monitoring the wellbeing of all our students. They assist with customer services, student finance and day-to-day student administration. They ensure all students have the best Kaplan Experience through top quality customer service.
Duties
Accommodation
- To assist the Accommodation and Welfare Manager with seeking out new accommodation and to plan ahead for anticipated numbers and requirements; to investigate and explore accommodation alternatives and to work closely with the Accommodation and Welfare Manager in the development of the accommodation service
- To assist the Accommodation and Welfare Manager and/or Homestay Visitor with regular accommodation inspections
- To have a good working knowledge of the Accommodation and Welfare department’s weekly task list
Welfare
- To assist the Accommodation and Welfare Manager in providing a comprehensive welfare support service to students
- To assist the Accommodation and Welfare Manager in their responsibilities regarding welfare, including the safeguarding of under 18s and the Prevent duty
- To support in the development and delivery of the School Prevent Risk Assessment Action Plan
- 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
Customer Service
- To provide exceptional customer service to both internal and external customers at all times
- To be the first point of contact for the student for all enquiries and to liaise with the appropriate departments
- 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 ensure all visitors and students are given a warm welcome and receive a positive impression of the school
- To take part in the induction of new students, ensuring the induction is delivered with the customer journey in mind
- To organise refreshments for visitors to the school
- To be helpful and courteous to students and their representatives
Administrative
- 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 assist the Accommodation and Welfare Manager with placing students into suitable accommodation and confirming such placements to students, agents and homestay/residence providers
•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
- To assist the Accommodation and Welfare Manager with the weekly homestay provider payment run
- To ensure students arrival into the UK/IRE runs smoothly - to assist in organising the taxi transfers services and all other such services provided by the school e.g. coach transfers, etc.; to meet regularly with suppliers and ensure quality levels are being met
- To keep records of students’ private accommodation addresses and ensure this information is kept up to date and in line with GDPR
Sales Marketing
- To develop a good knowledge of KI Languages courses and services in order to deal effectively with day-today 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
Compliance
- To assist the Student Services Manager with ensuring compliance with all UKVI regulations including checking and filing all student visa and passports and maintaining up-to-date student contact details on the student database
- 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
Qualifications (Desirable)
Experience (Essential)
- Experience in administration work (preferably in an ELT environment)
- Experience in working in a customer-facing environment
Experience (Desirable)
- Experience in dealing with and solving complaints
- Experience in dealing with welfare and safeguarding issues
- Experience in processing payments
- Experience in selling products and services
- Experience in visas and compliance
- Experience in working in an accommodation department
Competencies (in alphabetical order)
- 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
Please apply with a CV and covering letter. Closing date: 3rd March 2023
Special Requirements
The post holder will be required to have a DBS check
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 as a disabled applicant (as defined under the Equality Act 2010) you would like to request that your application is considered under our Guaranteed Interview Scheme (GIS) please let us know using 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.