This range is provided by English Path. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Role Purpose:
The Student Services Officer is a customer-service role that represents the first point of contact for students, staff and visitors, assisting with all aspects of administrative support for English Path. A member of the Student Services team, the Officer is available at all times for current or prospective students with general enquiries. The role will also focus on ensuring students are in accommodation that best matches their needs and nurturing strong relationships between the school and all stakeholders. You will be responsible for seeking out areas where the school could improve on its service delivery proposition and driving and implementing change.
Role and Responsibilities:
Student Satisfaction:
* Greets new students on their first day as part of their school orientation program.
* Promote a customer service-focused culture across the school, which results in student retention.
* Remains available throughout the day for questions from students regarding their courses, accommodation, and general well-being.
* Helps to manage problems or complaints efficiently and effectively.
* Offers responses to students in a timely manner.
* Ensure student feedback is obtained in order to maintain the highest levels of student satisfaction.
* Manage post-arrival service issues and liaise with staff at EP head office as appropriate.
General Administration:
* Respond to walk-in and locally received telephone enquiries in reception.
* Assist other administrative colleagues in collecting student attendance data, communicating with absentees, and keeping the school’s system up to date with all student information.
* Ensure service level agreements are met at all times, both internally and externally.
* Deal with visitors or guests as and when required as per the school’s policy.
* Develop a sound working knowledge of the company database, following the policies and processes set out.
* Enrolls walk-in students for their school into the CRM.
* Does the Monday morning induction walking tour of Dun Laoghaire.
* Support with the emergency phone on a rota basis.
Administrative Duties:
* Prepares welcome packs for new students.
* Updates and maintains the school database with student details.
* Check that all students have an ID and visas.
* Updates the School’s bookings system with any course changes.
* Takes payments for any extra classes or social excursions.
* Ensures the reception area is always tidy.
* Assists the management team with administrative tasks as required.
* Ensure that all students have up-to-date contact details, immigration records, and a suitable visa to legally study at the school, that all student documents are scanned and uploaded, and all passport and visa information is inputted.
* Takes payments for direct bookings.
Activity Program:
* Oversees the school’s weekly activity calendar.
* Designs and updates new activities and excursions for the calendar each week and maximises student involvement.
* Takes part in at least one afternoon and one evening activity each week.
* Works with teaching staff and interns to ensure all activities are staffed where necessary.
* Create content for the school’s social media accounts and blogs based on the activity program.
Essential Skills and Experience:
* Relevant experience within the Education sector (desirable).
* Experience working in a Customer Service role (essential).
* Fluent in English (essential) and another language (desirable).
* Excellent administrative and organisational skills.
* Professional telephone manner combined with a high level of spoken and written English.
* Excellent team worker with the ability to negotiate and compromise whilst taking into account the views of others.
* Accuracy, attention to detail, and a methodical approach.
* Ability to multi-task and deliver against a number of priorities.
* Good working knowledge of Microsoft Office packages.
* Ability to find and present solutions to achieve customer satisfaction.
* Ability to demonstrate international and cultural sensitivities.
We are looking for people with the following behaviours and attributes:
* Confident, enthusiastic, empathetic, and friendly.
* Flexibility and a positive attitude.
* Professional appearance.
* Approachable and friendly manner.
* Goes the extra mile.
* Takes ownership.
* Address issues positively.
* Communicate proactively.
* Are active listeners.
* Are respectful and value students, parents, and other customers.
Other Information:
The Student Services Officer will also be expected to demonstrate their commitment:
* To EP’s values and regulations, including the equal opportunities policy.
* EP’s Social, Economic, and Environmental responsibilities and minimise environmental impact in the performance of the role and actively contribute to the delivery of EP’s Environmental Policy.
* To their Health and Safety responsibilities to ensure their contribution to a safe and secure working environment for staff, students, and other visitors to the campus.
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned.
English Path is committed to safeguarding and promoting the welfare of young people and vulnerable adults. We expect all staff and volunteers to share this commitment. We are fully committed to ensuring that consistent, effective safeguarding procedures are in place to support everyone at the school. Beforethe interview, all gaps in CVs must be explained satisfactorily, and proof of identity and, where applicable, qualifications will be required. Appropriate suitability checks will be required prior to confirmation of employment. All concerns are passed to our Designated Safeguarding Lead.
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Education
* Industries
Education Administration Programs
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