Student Services Manager Liverpool

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 School Director 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/Education Scotland/ACELS 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 School Director on matters of staff pay holiday sickness and other related HR issues

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 manage

Welfare

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

Safeguarding

Each school must maintain a clearly defined safeguarding structure consisting of a Local Safeguarding Lead (LSL) and at least one Deputy LSL.

The LSL has overall responsibility for safeguarding leadership decision-making and external liaison. Deputy LSLs provide operational support and act in the absence of the LSL.

The School Director retains ultimate accountability for safeguarding within the centre.

Local Safeguarding Lead (LSL)

The Student Services Manager is the appointed Local Safeguarding Lead (LSL) for the centre and holds primary responsibility for safeguarding leadership.

This includes oversight of safeguarding culture policy implementation incident management and liaison with external agencies.

To assume the role of Local Safeguarding Officer / Local Safeguarding Lead (LSL) in the school

To work with the schools management / administration team to ensure safeguarding is at the heart of the schools ethos and that all staff are supported in knowing how to recognise and respond to potential concerns

To liaise with the School Director to keep them informed of any safeguarding issues within the school especially ongoing enquiries and police investigations

As required to liaise with the LADO (Local Authority Designated Officer)

To keep detailed accurate and secure written records of safeguarding concerns

To liaise with staff on matters of safety and safeguarding and when deciding whether to make a referral by liaising with relevant agencies.

To refer cases of suspected abuse to the relevant external body and follow up on these referrals as appropriate

To keep your knowledge and skills up to date via online training e-bulletins opportunities to network with other LSLs and attend locally arranged briefings as appropriate

To ensure all staff are familiar with the companys safeguarding policy understand their own safeguarding responsibilities and are able to carry out these responsibilities

To act as a source of support advice and expertise for staff on safeguarding matters

Maintain clear visibility and accessibility for students and staff as the safeguarding point of contact

Ensure timely decision-making and escalation for all safeguarding concerns

Oversee the accurate confidential recording of all safeguarding incidents

Lead regular safeguarding briefings and staff awareness

Ensure safeguarding responsibilities are embedded across all departments not limited to Student Services

Conduct regular reviews of safeguarding practice identifying risks and areas for improvement

Ensure appropriate handover of active safeguarding cases during periods of leave or absence

Cover and Escalation Arrangements

A safeguarding rota must be in place to ensure that a trained LSL or Deputy LSL is available at all times during operational hours.

In the absence of the LSL:

The Deputy LSL assumes full decision-making responsibility

All safeguarding concerns must continue to be recorded reported and actioned without delay

The School Director must be informed of serious incidents or escalations

Where neither LSL nor Deputy LSL is available on-site escalation procedures and emergency contacts must be followed in line with company policy.

Safeguarding Case Handover

In advance of any planned absence the LSL must ensure that all active safeguarding cases are formally handed over to a named Deputy LSL or School Director with clear documentation of status risks and required actions.

Qualifications :

Bachelors degree

DELTM or equivalent

Experience (Essential)

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/Education Scotland/ACELS inspections

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/Disclosure Scotland/Garda Vetting check

Remote Work :

No

Employment Type :

Full-time