Student Services Manager

Malvern’s core purpose is to provide, with our partners, students from around the world with the opportunities to reach their full potential via access to transformational learning, teaching and support and our mission is to provide international students essential academic and English language skills, cultural experiences and the support they need to thrive in their academic studies, daily life and career development.

Our company values are COMMITMENT to, and UNDERSTANDING of, our students, colleagues and partners, FLEXIBILITY, ACCOUNTABILITY AND INTEGRITY in our approach, EXCELLENCE in every aspect of our operations.

We are currently looking for a dynamic Student Services Manager based at our London, Kings Cross School. It is an exciting time to become an integral part of our team as we go through a period of rapid growth. The purpose of this role is to oversee an outstanding customer journey and experience whilst contributing to our ongoing commercial growth.

Department: Operations
Location/Branch: London – Kings Cross

Position reports to: Head of Operations
 

Position is responsible for:

• Internal and external stakeholders.
• Student Services Officers
• Summer Intern placements

Length of contract: Permanent

Salary: £32,000 - £35,000

Main duties

Student Services Oversight: 

• Contribute to and oversee the work of the Student Services team to ensure a culture of excellence that is evident in an outstanding student experience from pre-arrival to post-departure: enrolments, accommodation, arrivals and departures, problem solving etc.
• Ensure the Student Services team has adequate support, training (including induction for new staff) and seasonal resource to carry out their duties in the most efficient and effective way, and that the reception is covered for the appropriate hours.
• Hold the performance of the Student Services team to account formally (for example, annual reviews and KPIs) and informally to maintain motivation and a culture of excellence.
• Ensure the centre hits its student experience related KPIs, for example regarding student feedback, accommodation availability, social programme participation, occupancy rates etc.
• Deal with student questions and complaints with empathy and escalate appropriately to the Deputy General Manager.
• Maintain and improve Student Services relates policies and procedures in collaboration with the Head of Operations and peers in other centres so that the centre remains accreditation (ISI, UKVI, British Council) compliant at all times.

 Contributing to the Running of the Centre

• Be a key member of the safeguarding team to ensure we fulfil our duty of care to all students and staff – in accordance with company policies – to the highest standard, especially for under-18 students.
• Support other members of the centre team, for example with direct sales enquiries, agent visits, marketing content creation, attending external events, dealing with suppliers etc.
• Carry out daily financial reconciliation for cash and card machine and act as the school’s internal finance manager, dealing with refunds and day-to-day payments.
• Work with Deputy General Manager to ensure that the building and facilities are well presented, well maintained and in line with health and safety requirements.
• Assume responsibility for the Malvern House emergency phone on occasional weekends on a rota basis, and help organise the rota. 
• Provide effective cover for all other non-teaching staff in case of absence due to sickness or holidays.

 Coordinating Group Bookings

• Assist with the creation of group quote and tender documents under the guidance of the Deputy General Manager or Head of Operations.
• Liaise with the regional sales manager and the agency to refine and confirm the booking.
• Liaise with internal and external suppliers to ensure all requirements are in place: accommodation, transfers, travel cards, excursions, tuition etc.
• Ensure invoices have been sent and followed up on.
• Manage expectations effectively in advance of arrival and any problems or complaints on delivery.
• Act as the contact person for group bookings stakeholders: suppliers, agents, regional sales managers, group leaders, other Malvern team members etc.
• Maintain relationships with key partners to maximise chances of repeat custom. 

Person Specification

Essential

• Experience in managing a small team on a day-to-day basis.
• Experience of managing group bookings and dealing with intermediaries.
• Excellent customer service skills, with a friendly, helpful, and efficient manner and ability to always remain calm and professional, and particularly in busy periods.
• Well-organised and able to co-ordinate, with good administration, IT skills and attention to detail.
• Willingness to work on a variety of tasks ranging from minor day-to-day chores to more strategic tasks.
• Ability to work on own initiative and as part of a team, with enthusiasm for new opportunities.
• Commercially savvy and driven to maximise sales and profitability.
• Ability to communicate clearly and effectively in spoken and written English, including polite, clear, and helpful telephone manners.
• Genuine interest in working with international students and knowledge of our courses and provision.
• Ability to work flexibly, with occasional evening or weekend work required. 

Desirable

• Good understanding of how social media like Facebook and Instagram work.
• A first degree or equivalent experience
• At least 2years' experience in the EFL industry or in a similar role.
• Evidence of Continued Professional Development.
• Experience of managing Safeguarding policy requirements and implementation of effective strategies to assure Safeguarding.

This job specification is not exhaustive and may involve the fulfilment of other duties as deemed required by the organisation.

This role is subject to a satisfactory enhanced DBS.

This role is full-time and typical working hours are Monday to Friday 9:00am to 5:00pm, however, some flexibility may be required for evening or weekend work when occasionally required.

This role is based in London; however, some travel may be required to our other UK-based schools, university partners or events.