Salary: up to £20,000 per annum.
Location: Brighton Head Office – Stroudley Road.
Contract type: Fixed Term until 28/02/2023.
An opportunity to operate a varied remit of three distinct Central Student Support services, in order to deliver a sector-leading Student Experience and to meet our Vision 2024 outcomes. The CSS function supports the HE UK/EU network across both the International Study Centre and Bellerbys brands. Periodic assistance to other business units in similar activities and tasks may also be required on a periodic basis, as part of our One Team behaviours.
The role includes ‘front of house’ servicing and support of students, agents and parents, internal liaison/engagement with colleagues across campuses and other functional areas, as ‘back office’ administrative type work.
Pre-Arrival Service: Operate as a nominated student-facing point of contact for specific campus locations, from point of confirmation through to student arrival, including:
Being a named Coordinator in relation to that specific location on student-facing communications
Proactively issuing branded communications to students to ensure key information is received and understood (including delivery of webinars to students in collaboration with marketing and centre staff)
Dealing with reactive queries from students as required within an assigned SLA
Managing the booking of accommodation and transfers and communicating to students, in collaboration with third party suppliers and HEI partners
Managing and/or supporting student’s registration onto university systems as required
Ensuring that student records and details are up to date
Providing effective handover of student information to campus-based staff to prepare for arrival and induction (or to manage specific student issues)
Maintaining relationships with staff at particular campus locations in order to collate location-specific information and processes within a dedicated knowledge base
Conducting interviews with students from high-risk nationalities, using prescribed guidance from the Visa team
Triage of issues to designated Visa Compliance and/or Admissions stakeholders (in line with prescribed processes)
Ensuring that outputs from interviews are documented appropriately
Use of online diary tools and working within scheduled periods to ensure availability of interview support during the seasonal recruitment cycles
Peak-Arrival service: Operate within a team to provide a telephone-based support service to students, including:
Receiving calls from students as a first-line response to emergency and non-emergency issues, and delivering a high standard of customer service within provided call handling guidelines
Use of online reference materials in an effort to resolve issues and queries at the first point of contact wherever possible
Liaison with transport providers and staff at airports to resolve student facing issues as required
Ensuring that student records and details are up to date, using call logging trackers
Shift working across a 24 hour rota period over nominated weekends during the January and September intakes, to ensure coverage of service to students
Operation and testing of call routing solution to ensure calls are managed correctly, including diverting back to campus control at the end of the support period
Post-Arrival service: Operate within a team to provide centralised administrative support to campus operations, including:
Operation of a suite of admin processes typically within the usage Study Global, Progresso and other systems
Operation of a case management system to correctly capture workload for tracking purposes
Liaising with campus staff to identify administrative needs
Offering campus-based support for admin tasks on a periodic basis, including induction related tasks where required
Ownership of other general administrative tasks as required
Degree educated (desirable)
Experience working in a busy office environment (essential)
Detail conscious and able to follow detailed processes to a high degree of accuracy
Excellent written and verbal communication skills (essential)
Knowledge of the higher education industry, including child safeguarding and/or student accommodation (desirable)
Knowledge of Study Group systems; Study Global, Progresso, Service Now, Pega (desirable)
Ability to prioritise and multitask under periods of challenging workload
Ability to influence students/agents/parents, campus staff and external suppliers
Collaboration with a series of key stakeholders in order to deliver a strong Student Experience
Excellent problem solver capable of making decisions independently
We are a global pathway provider in International Education, working collaboratively with a number of Top Tier Universities. Voted as the 2017, 2018 and 2020 Global Pathway Provider of the year, our people are united with the shared ambition of providing a world-class UK education to talented students from across the globe.
Study Group is committed to safeguarding and promoting the welfare of its students, and expects all staff and volunteers to share the same dedication. Applicants will be required to undergo child protection screening appropriate to the role, including checks with past employers, an Enhanced Check from the Disclosure and Barring Service (DBS) and overseas criminal records if appropriate.
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