Student Support Officer

To provide exceptional customer service and a friendly, professional welcome to students, staff and visitors. The Student Support Officer will ensure everyone is safe and that all enquiries, whether by phone, email or face-to-face, are dealt with in an appropriate and professional manner.

ORGANISATIONAL RELATIONSHIP

Part of the Student Support Team, the Student Support Officers are based at the front desk and report directly to the Student Support Manager. The responsibilities below are shared between the Student Support Officers and the Student Support Manager may complete some responsibilities. Each Student Support Officer will have a focus on one or two areas of responsibility as directed by the Student Support Manager.

GENERAL RESPONSIBILITIES

• Ensure the health and safety of everyone entering the college.
• Greet and welcome students and visitors and provide with refreshments if required.
• Answer incoming calls, directing them through the company and taking messages.
• Provide information and answer queries from current students as well as walk-in students.
• Produce letters for students.
• Prepare notices, posters & updates for the noticeboards.
• Prepare documents for the registration of new students.
• Help students with Police registration procedures.
• Enrol each student in college, making sure all appropriate documents and information are collected in a timely manner.
• Input & update student data on to the CRM system.
• Update student attendance records on a daily basis.
• Assist with general administration duties.
• Prepare student certificates.
• Post current events and photographs on social media.
• Report any maintenance to relevant departments.
• Comply with UKVI and British Council requirements.
• Assist students with general enquiries, including accommodation.
• Deal with students’ complaints as per the company’s policy and elevate when necessary.
• Participate in all mandatory training for Health and Safety and Safeguarding, as advised by the College policy and through the instruction of the appropriate line manager.
• Comply with the induction process required either as a new member of staff or directly conducting induction training if required.
• Support other colleagues in their induction and encourage engagement.
• Monitor attendance daily, paying special attention to specific groups such as under aged students and other groups according to their sponsor’s demands.
• Issue attendance/lateness warning letters according to the Attendance Policy.
• Process official documents to authorise students’ absences according to the Authorised absences policy.
• Book students’ holidays in accordance with the college’s Holiday policy.
• Assist the Student Support Manager and the Finance Department chasing outstanding balances.
• To act as emergency telephone support on a rota basis when required, in coordination with the Student Support Manager and the other phone holders.
• Carry out any other ad-hoc duties which may occur from time to time and are considered to be within the post holder’s capability.

ACCOMMODATION RESPONSIBILITIES

• Under the direction of the Student Support Manager, allocate students to homestay and residential accommodation, send confirmations out by email and deal with related correspondence.
• Set response deadlines, monitor students’ responses, check deposits are paid on time, cancel accommodation places where response deadlines missed.
• To be fully conversant with the in-house Room Service allocation system and liaise with the finance department.
• Be able to compile regular reports on voids and bed management.
• Assist in maintaining full occupancy levels for contracted rooms in residential accommodation, including maintaining a waiting list, logging departures and arrivals.
• Under the direction of the Student Support Manager, ensure the office is equipped to provide appropriate advice and information to students and prospective students in line with internal policies and procedures.
• Under the direction of the Student Support Manager, conduct health and safety inspections on residential accommodation in line with legislation.
• Provide accommodation information sessions for host and students.

SAFEGUARDING and WELFARE RESPONSIBILITIES

• Monitor welfare needs of students and offer help and guidance where possible, providing support and signpost students with welfare issues within the school and their accommodation, making representations on their behalf to other services and liaising with the other departments within NCG.
• Keeping accurate and contemporaneous notes of any meetings.
• Work closely with key staff in the student support and academic team to ensure a positive culture of student welfare and support.
• To monitor feedback from students and liaise with the management team to implement changes if necessary.
• Under the direction of the Student Support Manager, participate in the first stage investigation of incidents relating to students and their behaviour within accommodation, aiding the prompt resolution of issues in line with NCG procedures.
• Being the main contact for students under the age of 18.
• Work flexibly, evening and weekend work is essential around student move in dates, inductions and inspections.

ACTIVITIES RESPONSIBILITIES

• Planning and leading activities and tours both in school and around Manchester.
• Planning and sometimes leading weekend tours and trips around the UK.
• Working with the student council and engaging the student body.
• Tracking profit and loss of activities and working towards set targets.
• Promoting activities around the school with posters and other marketing techniques.
• Updating and managing the activities section in Fidelo and encouraging use of the student app.
• Building strong relationships with suppliers, completing checks on their health and safety procedures and negotiating competitive rates.
• Organising activities for groups and coordinating with the group leaders, agents and NCG sales team.
• Ensuring high completion of student feedback and assisting in analysing the data.

PERSON SPECIFICATION

• Ability to work independently without constant supervision.
• Be available to work flexibly, with evening and weekend work required.
• At least 2 years relevant work experience.
• IT Literate with particular regard to the Microsoft Office Suite and Gmail, as well as experience in using CRM systems.
• Flexible and efficient while demonstrating excellent attention to detail.
• Reliable and punctual.
• Friendly, approachable team player, who is open to new ideas and advice.
• Relevant experience within the EFL and/or education sector.
• Working knowledge of a second language, preferably Arabic.
• Working with children and young people under the age of 18, vulnerable adults, and students with special educational needs and disabilities.

All employed personnel are required to follow and adopt New College Group procedures and policies relating to children and young people under the age of 18, vulnerable adults and students with special educational needs and disabilities. At all times, employees should reflect care and concern, and ensure that children and young people under the age of 18, vulnerable adults and students with special educational needs and disabilities are fully supported and responded to in a positive supportive manner. All employees must demonstrate positive attitudes and commitment towards ensuring appropriate support structures, resources, facilities, or individualised learning or special educational plans are in place and fully implemented. All employees must undertake appropriate training to ensure that they are fully versed with all relevant safeguarding procedures and policies and must demonstrate appropriate understanding of how these policies relate to their own individual work programmes, or areas of responsibility. All employees will be required to undertake, as deemed appropriate from time to time, mandatory training with regards to safeguarding and general health and safety, and welfare of students, children and young people under the age of 18, vulnerable adults and individuals with special educational needs and disabilities.