Student Services Executive

Bayswater Education is a vibrant network of global educational centres dedicated for over 75years to educating and inspiring people through a life-changing educational experience.Werepassionate about growing communities of global thinkers and explorers at home and abroad whatever their story. We set up Bayswater Education because we want young people from everywalk of lifeto get a buzz from discovering new cultures exploring new flavours and learningwhatsout there. We think of them as global spirits like ourselves.

The Student Services Executive role is customer facing. You will have responsibility for:

• serving the needs of Bayswater College students ensuring excellent customer service is provided consistently whilst paying attention to their safety and welfare at all times
• liaising with the Academic Admissions Accommodation and Sales teams to give our students a time of their life experience
• following the agreed internal processes and procedures and resolving issues quickly and efficiently
• dealing with walk-in enquiries selling our courses & programmes processing bookings resolving issues arranging accommodation and maintaining our database
• supporting a vibrant imaginative and fulfilling series of events for our students and partners including lectures social events company visits etc.

The Student Services Executive will require good communication and inter-personal skills projecting a courteous and professional manner at all times when representing the college. You will be expected to be flexible to the immediate needs of the business and adapt to the day-to-day tasks of a modern College. Outside of the classroom the Student Services Executive is a go-to person for students and team members.

Job Responsibilities

Customer Service & Sales

• Greet all people entering the building in a friendly way and answer all e-mails and telephone calls in a timely manner.
• Meet with all new students on their first day as part of their induction and conduct satisfaction surveys on arrival and prior to departure.

• Make yourself available throughout the day for questions and to deal with issues. Share your knowledge with students to help them make the most of their time in London.
• Manage any complaints effectively according to the Bayswater guidelines and escalate to the Centre Manager where necessary.
• Communicate with other staff members within the organisation including Sales Marketing Admissions Finance and the Academic team keeping to agreed internal service targets.
• Support a vibrant imaginative and fulfilling series of events for our students and partners. This includes but is not limited to lectures social events and company visits.
• Deal with walk-in enquiries and sell our courses & programmes to them.

Accommodation

• Place students in host families house shares hotels hostels and student residences.
• Act on any issues that arise in accommodation and work with the Student Services Manager & Centre Manager to respond quickly.
• Send out accommodation information to students and agents when booked.
• Understand the processes involved to be able to provide cover as and when required for the Accommodation Manager including: forward planning communicating availability to team dealing with invoices preparing reports and adhering to British Council standards.

Administration

• Follow the operational systems procedures and processes to ensure that all governance compliance and Health & Safety standards are maintained.
• Keep the college CLASS database maintained and up to date with correct student details ensuring accurate records of student attendance are being kept and absences are being communicated to academic management and other stakeholders in a timely manner.
• Process bookings to enrol students take payments and send relevant documents to students and agents.
• Take appropriate feedback to monitor quality and satisfaction both formally and informally and pass this information on to the relevant accountable person.
• Produce certificates documents and letters to assist students. Photocopy and file office paperwork and documents. Oversee level tests where necessary.
• Open up or lock up the school where necessary.

Welfare

• Take responsibility for the welfare safety and care of students at all times extra duty of care is required for students under the age of 18.
• Ensure the students adhere to the college rules. Keep the reception area and college tidy. Report any maintenance or cleaning issues to the Centre Manager.
• Inform the Student Services Manager and Centre Manager of any welfare issues make a record and keep senior managers informed of any major welfare issues.
• Proactively seek feedback from students and act on any welfare concerns.
• Keep up to date on all aspects of student welfare and health & safety. Make an ongoing commitment to develop your knowledge of safeguarding regulations for children and young people.
• Participate with the college team to provide emergency telephone support out of office hours on a rotational basis (remuneration provided).
• Take part in ensuring that the learning environment is inspiring fun and vibrant respectful and culturally aware.

• Record attendance on a daily basis and follow up on absences with special attention given to any under-18s not attending class. Bring to the attention of the Student Services Manager any student behaviour / absences / low attendance that gives cause for concern.
• Review completed absence forms / other communications from students regarding reasons for absence and marking absences authorised or unauthorised.
• Contact students with low attendance / students who have missed consecutive days by email telephone or in person at Bayswater College.
• Produce an Absence Report and discuss its contents with the Student Services Manager.

The post holder will carry out any other reasonable duties in the best interests of the college.

Personal Attributes

• Approachable friendly and caring
• Resilient with a flexible can-do approach to work
• Results and customer focussed
• Has high expectations of self and others
• A team player and able to build rapport and engage with a diverse range of people
• Committed to equality and diversity
• Committed to continuous improvement through being outward looking and reflective
• Passion to deliver a time of their lives experience to our students

Knowledge qualifications and experience

• An undergraduate degree and welfare qualification (desirable)
• Experience of working with individuals & groups of international students taking part in education programmes (desirable)
• Experience of safe-guarding of children and best practices (desirable)
• Experience of working with international clients (desirable)

Skills and Attributes

• Good verbal and written communication skills
• Competence in administration
• Highly collaborative and able to work across teams to deliver results
• Numerate and IT literate with competence in Excel
• Highly organised and able to manage a varied and demanding workload
• A keen eye for detail and a methodical and diligent approach to ensure quality and accurate results to any given task

Legal Requirements

• Eligibility to live and work in the UK
• Enhanced DBS Disclosure

All employees must act in the best interests of the company at all times. This includes following best practice and trade standards set by the British Council and data protection laws set out in GDPR.

This job description is provided as a guide to the role. It is not intended to be an exhaustive description of duties and responsibilities. It may be subject to periodic revision to meet business requirements.

What we offer

• Competitive remuneration package based on qualifications & experience.

• Training & development programs.

• Opportunities for career growth within a global organization.

• Hybrid & flexible working model (if applicable)

• Access to our wide portfolio of courses offered for free or on discounted rates.

• People centric inclusive culture with regular wellbeing and social activities.

• Extra days off based on the length of service.

• Doing good day. (1 paid day off per year for volunteering activities).

• Regular online networking and cross-departmental meetings with the Bayswater team globally.

Bayswater is an equal opportunity employer that is committed to diversity and inclusion in the workplace.

Bayswater is committed to safeguarding and promoting the welfare of children. As part of our Safer Recruitment Policy you will be asked to explain any gaps in your work and education history. You will also be required to undergo a DBS Enhanced Disclosure check and provide the contact details of at least 2 referees who will be asked specifically if they have any concerns about your suitability to work with people under 18. Evidence of eligibility to work in the UK must be provided at interview stage.

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Required Experience:

Junior IC