Student Services Manager

at  Bayswater Education

Bayswater Education is a vibrant network of global educational centres dedicated for over 70 years to educating and inspiring people through a life-changing educational experience. We’re passionate about growing communities of global thinkers and explorers, at home and abroad – whatever their story. We set up Bayswater Education because we want young people from every walk of life to get a buzz from discovering new cultures, exploring new flavours, and learning what’s out there. We think of them as global spirits, like ourselves.
The ideal candidate will be passionate about providing excellent customer service and committed to providing a world class experience for our students. They should be a good team player and a strong leader who cares about and nurtures their team, with the ability to work in a dynamic company experiencing rapid growth.

KNOWLEDGE, QUALIFICATIONS AND EXPERIENCE

• An undergraduate degree
• Safeguarding Qualification (Desirable)
• Experience of working with groups of international students taking part in education programmes
• Experience of building and managing high performing teams
• Experience of safe-guarding of children and best practices
• Experience of working to commercial targets
• Experience of working in student services & admissions (desirable)
• Outstanding verbal and written communication skills
• Competence in leadership and administration
• Highly collaborative and able to work across teams to deliver results
• Numerate and IT literate with competence in Excel
• Highly organised and able to manage a varied and demanding workload
• Able to lead staff though organisational change
• Resilient with a flexible, ‘can-do’ approach to work
• Creative, problem solver
• Passion to deliver a time of their lives experience to our students

The Student Services Manager has core responsibility for:

• Lead on the welfare, safety and care of students at all times; ensuring the students adhere to the college rules. Extra duty of care is required for students under the age of 18.
• Act as the first point of contact for students requiring assistance and provide support to students for any personal problems that may arise.
• Be kept informed of any welfare issues that are being addressed by other team members, make a record and keep the Centre Director and other senior managers informed of any major welfare issues.
• Create a rota with the college team to provide emergency telephone support out of office hours (evenings and weekends).
• Communicate policies regarding all aspects of student welfare and health & safety to the entire college. Ensure that all policies are adhered to and take immediate action were they not to be.
• Keep college notice boards up to date with correct information for students at all times.
• Follow up on student absences with special attention given to any under-18s not attending class.
• Ensure excellent customer services is offered at all times by the Student Services team.
• Promote a learning environment and performance management culture which results in attraction, retention and development of high-quality staff.
• Act as a dedicated Group Liaison Officer to ensure that Group leaders are met with and any issues that arise are dealt with and that feedback is collected.
• Communicate with other staff members within the organisation including Sales, Marketing, Admissions, Finance and the Academic team, keeping to agreed internal service targets.
• Respond to Agents requests for students that are studying in the college and show them around the college if the Centre Director or relevant sales person is not available.
• Curate a vibrant, imaginative and fulfilling series of events for our students and partners. This includes but is not limited to lectures, social events and company visits.
• Dealing with walk-in enquiries selling our courses & programmes to them.
• Re-enrolling students in-house and pro-actively seeking to upgrade, extend and sell packages to them.
• Ensure all bookings are paid for prior to arrival / course start date and be responsible for credit control, agency overpayments and refunds.
• Develop operational systems, procedures and processes are effective, run smoothly and contribute to an outstanding service for clients and ensure that all governance and compliance standards are maintained.
• Ensure that bookings for year-round group programmes are made in an efficient, accurate and cost-effective manner and ensure information is transparent for other staff to follow.
• Keep the college ‘CLASS’ database maintained and up to date with correct student details ensuring accurate records of student attendance are being kept and absences are being communicated to academic management and other stakeholders in a timely manner.
• Ensure appropriate feedback mechanisms are in place to monitor quality and satisfaction, both formally and informally.
• Process bookings made locally to enrol new students and re-enrol current students. Send relevant documents (visa letters, accommodation, level tests, gross & net invoices) to students and agents.
• Follow the operational systems, procedures and processes to ensure that all governance and compliance standards are maintained.
• Check on the status of future arrivals to ensure that we are paid in a timely manner, chasing direct students and agents

The Student Services Manager has core responsibility for:

• Lead on the welfare, safety and care of students at all times; ensuring the students adhere to the college rules. Extra duty of care is required for students under the age of 18.
• Act as the first point of contact for students requiring assistance and provide support to students for any personal problems that may arise.
• Be kept informed of any welfare issues that are being addressed by other team members, make a record and keep the Centre Director and other senior managers informed of any major welfare issues.
• Create a rota with the college team to provide emergency telephone support out of office hours (evenings and weekends).
• Communicate policies regarding all aspects of student welfare and health & safety to the entire college. Ensure that all policies are adhered to and take immediate action were they not to be.
• Keep college notice boards up to date with correct information for students at all times.
• Follow up on student absences with special attention given to any under-18s not attending class.
• Ensure excellent customer services is offered at all times by the Student Services team.
• Promote a learning environment and performance management culture which results in attraction, retention and development of high-quality staff.
• Act as a dedicated Group Liaison Officer to ensure that Group leaders are met with and any issues that arise are dealt with and that feedback is collected.
• Communicate with other staff members within the organisation including Sales, Marketing, Admissions, Finance and the Academic team, keeping to agreed internal service targets.
• Respond to Agents requests for students that are studying in the college and show them around the college if the Centre Director or relevant sales person is not available.
• Curate a vibrant, imaginative and fulfilling series of events for our students and partners. This includes but is not limited to lectures, social events and company visits.
• Dealing with walk-in enquiries selling our courses & programmes to them.
• Re-enrolling students in-house and pro-actively seeking to upgrade, extend and sell packages to them.
• Ensure all bookings are paid for prior to arrival / course start date and be responsible for credit control, agency overpayments and refunds.
• Develop operational systems, procedures and processes are effective, run smoothly and contribute to an outstanding service for clients and ensure that all governance and compliance standards are maintained.
• Ensure that bookings for year-round group programmes are made in an efficient, accurate and cost-effective manner and ensure information is transparent for other staff to follow.
• Keep the college ‘CLASS’ database maintained and up to date with correct student details ensuring accurate records of student attendance are being kept and absences are being communicated to academic management and other stakeholders in a timely manner.
• Ensure appropriate feedback mechanisms are in place to monitor quality and satisfaction, both formally and informally.
• Process bookings made locally to enrol new students and re-enrol current students. Send relevant documents (visa letters, accommodation, level tests, gross & net invoices) to students and agents.
• Follow the operational systems, procedures and processes to ensure that all governance and compliance standards are maintained.
• Check on the status of future arrivals to ensure that we are paid in a timely manner, chasing direct students and agents.