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., The role is 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 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 and updates for the noticeboards.



• Prepare documents for the registration of new students.



• Enrol each student in college, making sure all appropriate documents and information are collected in a timely manner.



• Input and update student data on to the CRM system.



• Update student attendance records on a daily basis.



• Assist with general administration duties.



• Prepare student certificates.



• Support the Marketing team in creating content for the social media



• Report any maintenance to relevant departments.



• Issue student cards.



• Comply with UKVI and British Council requirements.



• Maintain student files.



• Assist students with general enquiries, including accommodation.



• Deal with students' complaints as per the company's policy and escalate 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 student attendance daily, paying special attention to specific groups such as under 18 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 rest of the Student Support Team.



• 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.



• 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 the welfare needs of students and offer help and guidance where possible, providing support and signposting 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 teams 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 resolutions of issues in line with NCG procedures.



• Supporting the team in the safeguarding of under 18s according to NCG Safeguarding policy.



• Work flexibly, evening and weekend work may be required 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.
  
  Essential:



• Ability to work independently without constant supervision



• Proactive approach to the completion of duties.



• Be available to work flexibly, with evening and weekend work required


occasionally


• At least 2 years' relevant work experience



• IT Literate with particular regard to the Microsoft Office Suite and Gmail



• Strong administration skills



• Strong communication skills



• Flexible and efficient while demonstrating excellent attention to detail



• Reliable and punctual



• Friendly, enthusiastic and approachable team player, who is open to new ideas and advice



• Fluent in English


Desirable:


• Relevant experience within the EFL and/or education sector



• Experience in using CRM systems


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.,
• Customer service: 1 year (preferred)


• Experience working with students: 1 year (preferred)
  
  New College Group (NCG) is a specialist English language college providing courses to Adults and Young Learners who travel to the UK to learn English. NCG was established in 2011 and has year round schools in two vibrant student cities: Manchester and Liverpool. We also have summer schools for our younger students., NCG is a fast paced, growing organisation with a diverse, international student body. We use the communicative approach to immerse our students in the English language. We're recruiting a seasonal Student Support Officer to work in our modern, spacious facilities in Manchester city centre during our peak season.
  
  Job Types: Full-time, Fixed term contract


Contract length: 9 weeks

Pay: £480.00 per week

Schedule:

• Monday to Friday


Ability to commute/relocate:

• Manchester: reliably commute or plan to relocate before starting work (required)