Accommodation & Welfare Assistant

Duties

Accommodation

•To assist the Accommodation and Welfare Manager with seeking out new accommodation and to plan ahead for anticipated numbers and requirements

•To investigate and explore accommodation alternatives and to work closely with the Accommodation and Welfare Manager in the development of the accommodation service

•To assist the Accommodation and Welfare Manager and/or Homestay Visitor with regular accommodation inspections

•To have a good working knowledge of the Accommodation and Welfare department’s weekly task list

Welfare

•To assist the Accommodation and Welfare Manager in their responsibilities regarding welfare, including the safeguarding of under 18s and the Prevent duty (UK)

•To take part in the 24-hour emergency phone rota

•All members of the school team are responsible for all aspects of our students safeguarding and welfare in conjunction with the wider school and company management teams

Administrative

•To assist the Accommodation and Welfare Manager with placing students into suitable accommodation and confirming such placements to students, agents and homestay/residence providers

•To assist the Accommodation and Welfare Manager with the weekly homestay provider payment run

•To ensure students arrival into the UK/IRE runs smoothly – to assist in organising the taxi transfers services and all other services provided by the school e.g. coach transfers, etc.; to meet regularly with suppliers and ensure quality levels are being met

•To keep records of students’ private accommodation addresses and ensure this information is kept up to date and in line with GDPR

Customer Service

•To provide exceptional customer service to both internal and external customers at all times

•To assist students and others with enquiries and requests efficiently and effectively, and to know where to direct those in need of assistance if unable to provide it

•To take part in the induction of new students, ensuring the induction is delivered with the customer journey in mind

•To be helpful and courteous to students and their representatives

Compliance

•To be familiar with all British Council/Education Scotland/ACELS inspection criteria relevant to the department

•To have a good working knowledge and understanding of procedural documents and KI Languages policies relevant to the role

•All employees of Kaplan International Languages have a responsibility for data protection. They are obliged to undertake training and have a duty to adhere to our Data Protection policies

General

•To deputise for the Accommodation and Welfare Manager in their absence if required

•To deputise for the Local Safeguarding Officer and Prevent Lead (UK)/ Locally Designated Liaison Person (Ire)

•To answer the telephone in a prompt, polite manner and field calls appropriately

•To attend quarterly regional meetings

•To be proactive about both your personal and professional development including attendance/completion of all compulsory training sessions and to actively participate in any training offered

•To undertake other duties as deemed necessary by line manager

Qualifications (Desirable)

•Bachelor’s degree

Experience (Essential)

•Experience in administration work (preferably in an ELT environment)

•Experience in working in a customer-facing environment

Experience (Desirable)

•Experience in dealing with and solving complaints

•Experience in dealing with welfare and safeguarding issues

•Experience in processing payments

•Experience in working in an accommodation department

Competencies

•Ability to deal with and resolve a high volume of queries efficiently

•Ability to find and present solutions

•Ability to relate to and build rapport with international students

•Ability to use initiative and make decisions when required

•Ability to work effectively on an individual basis and as a member of a team

•Ability to manage and implement change.

•Excellent communication skills

•Excellent IT skills including MS Office

•Excellent organisation skills and ability to multitask, manage conflicting priorities and meet deadlines

•Exceptional customer service ethos

•High level of patience and approachability

•Strong attention to detail and high level of data accuracy