The Student Services Coordinator works alongside the Student Services Manager on general customer services, student finance and 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 Customer Service

To be the first point of contact for the student for all enquiries and to liaise with the appropriate departments
To provide exceptional customer service to both internal and external customers at all times
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 take part in the induction of new students, ensuring the induction is delivered with the customer journey in mind
To ensure all visitors and students are given a warm welcome and receive a positive impression of the school
To organise refreshments for visitors to the school
To be helpful and courteous to students and their representatives
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 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 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 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
To assist the Student Services Manager with ensuring compliance with all UKVI (IRB in Ireland) regulations including checking and filing all student visa and passports and maintaining up-to-date student contact details on the student database
To ensure that all students' attendance is in accordance with KI Languages and UKVI (IRB in Ireland) requirements, that students are aware of those regulations and that records are kept
To be familiar with all British Council/Education Scotland/ACELS/QQI/TrustED 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
To process payments made to the school through the reception till and record all financial transactions accurately
To ensure revenue for the school is maximized
To deputise for the Student Services Manager in their absence as and when required
To answer the telephone in a prompt, polite manner and field calls appropriately
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
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
To be aware of who is the Local Safeguarding Officer / Designated Safeguarding Lead (DSL) and who is the deputy DSL in the school
To be aware of how to identify safeguarding concerns and how to appropriately respond to these
To complete, in a timely fashion, any safeguarding training assigned to you
To report any safeguarding concerns to the Local Safeguarding Officer / Designated Safeguarding Lead (DSL) or deputy DSL in the school

Bachelor's degree
Experience in administration work (preferably in an ELT environment)
Experience in working in a customer-facing environment
Experience in dealing with and solving complaints
Experience in processing payments
Experience in selling products and services
Experience in visas and compliance
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

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