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About the Role

The Student Services Coordinator works alongside the Student Services Manager on general customer services, student finance, and day-to-day student administration, ensuring students have the best Kaplan Experience through top-quality customer service and by prioritizing student welfare and safeguarding.

Responsibilities

Serve as the primary point of contact for student inquiries, liaising with appropriate departments.
Provide exceptional customer service to internal and external customers.
Ensure the smooth operation of the school's reception desk, maintaining a tidy and presentable area.
Participate in new student inductions, focusing on the customer journey.
Welcome visitors and students warmly, creating a positive impression of the school.
Organize refreshments for school visitors.
Assist the Student Services Manager with daily student administration, including welcome packs, registration forms, ID cards, and student letters.
Coordinate IELTS exam dates with students and manage bookings.
Efficiently sort and manage incoming post and deliveries.
Operate the visitor check-in and check-out system.
Develop a strong understanding of KI Languages courses and services to handle queries effectively.
Proactively sell courses, upgrades, extensions, and other products to existing and potential students.
Promote social program events and assist students with bookings.
Assist the Student Services Manager in ensuring compliance with UKVI (or IRB in Ireland) regulations, including checking and filing student visa/passport information and maintaining accurate student contact details.
Monitor student attendance in accordance with KI Languages and UKVI (or IRB in Ireland) requirements, ensuring students are aware of regulations and maintaining records.
Familiarize with British Council/Education Scotland/ACELS/QQI/TrustED inspection criteria relevant to the department.
Maintain a good working knowledge of procedural documents and KI Languages policies.
Adhere to data protection policies and complete required training.
Process payments received at the school through the reception till and accurately record all financial transactions.
Deputize for the Student Services Manager in their absence as required.
Answer the telephone promptly and politely, directing calls appropriately.
Engage in personal and professional development, including mandatory training sessions.
Undertake other duties as assigned by the line manager.
Participate in the 24-hour emergency phone rota if required.
Contribute to student safeguarding and welfare in conjunction with management teams.
Be aware of the Local Safeguarding Officer/Designated Safeguarding Lead (DSL) and deputy DSL.
Understand how to identify and respond to safeguarding concerns.
Complete assigned safeguarding training in a timely manner.
Report any safeguarding concerns to the appropriate personnel.

Requirements

Experience in administration work, preferably in an ELT environment.
Experience in a customer-facing role.
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 individually and as part of a team.
Excellent IT skills, including MS Office.
Excellent organization skills with the ability to multitask, manage conflicting priorities, and meet deadlines.
Strong attention to detail and high data accuracy.
Must undergo a DBS/Disclosure Scotland/Garda Vetting check.

Skills

Exceptional customer service ethos
Excellent communication skills
High level of patience and approachability

Location

UK
Ireland

Work Type

Full-time

Experience Level

Essential: Experience in administration work (preferably in an ELT environment)
Essential: Experience in working in a customer-facing environment
Desirable: Experience in dealing with and solving complaints
Desirable: Experience in processing payments
Desirable: Experience in selling products and services
Desirable: Experience in visas and compliance

Education Level

Desirable: Bachelor’s degree

About the Company

KLG is a global leader in international education, now owned by Inspirit Capital.
KLG delivers world-class educational experiences through an international network of schools and university partners.
Kaplan Languages Group (KLG) operates over 20 schools across 8 countries, offering premium academic, professional, and language travel programs to students from over 140 countries.
KLG combines education with financial excellence to support international growth.
Kaplan Language Group (KLG) is a leader in the educational travel sector.
Kaplan will continue to support KLG with some recruitment services during a transitional period.

Equal Opportunity

Kaplan International is committed to working in a diverse organisation and strives to provide equality of opportunity for all.
Applications are encouraged and welcomed from individuals regardless of age, disability, sex, sexual orientation, gender reassignment or identity, pregnancy and maternity, race, religion or belief, and marriage and civil partnership.