Student Services Assistant

English Path in Malta is looking to recruit a Student Services Assistant to join their team on a full-time basis. 

INTRODUCTION: 
English Path is part of Global Education Group which also includes higher education colleges; GBS. English Path is the largest new chain school in the UK with five schools in London (Wembley and Canary Wharf), Manchester, Leeds and Birmingham. EP also has a school in Dubai and Malta. EP is unique in that it offers its international students the chance to mix with UK students thanks to its positioning on all of GBS’s university-style campuses. EP and GBS are part of the Global Education Group. 

MISSION: 
To provide high-quality, motivating English courses that stimulate and challenge students so they can learn, grow, and excel. 

VISION: 
To change lives through education that makes a fundamental difference to living standards and access to learning. 

ROLE PURPOSE: 
The Student Services Assistant is a customer-service role that represents the first point of contact for students when they arrive in the country. A member of the Student Services team, the Assistant is available at all times for current or prospective students with general enquiries. The role will also focus on ensuring students are in accommodation that best matches their needs and nurturing strong relationships between the school and all stakeholders. Working with the student services team across all sites and the Centra Manager, you will be responsible for seeking out areas where the school could improve on its service delivery proposition and driving and implementing change.  

ROLE and RESPONSIBILITIES: 
Student Satisfaction:

• Greets new students on their first day as part of their school induction programme.                        
• Promote a customer service-focused culture across the school which results in student retention.  
• Remains available throughout the day for questions from students regarding their courses, accommodation, and general wellbeing  
• Helps to manage problems or complaints efficiently and effectively with support from the wider student services team 
• Offers responses to students in a timely manner               
• Ensure student feedback is obtained and acted upon in order to maintain the highest levels of student satisfaction 
• Manage post-arrival service issues and liaise with EP head office team as appropriate. 
• Actively assess and monitor the impact of Student Services across the school, making constant improvements based on feedback and anticipated changes in the market. 

General Administration:

• Assist other administrative colleagues in collecting student attendance data, communicating with absentees, and keeping the school’s system up to date with all student information.  
• Deal with visitors or guests as and when required as per the school’s policy. 
• Develop a sound working knowledge of the company database, following the policies and processes set out. 

Administrative Duties:

• Prepares welcome packs for new students.  
• Coordinates with Visa team to update Visa status and cancellation. 
• Send reminders to students for the biometrics and medical appointments  
• Instruct students  
• Updates and maintains the school database with student details.  
• Check that student have valid ID cards & visas where applicable.   
• Assists the management team with administrative tasks as required. 
• Ensure that all students have up-to-date contact details, immigration records and a suitable visa to legally study at the school, that all student documents are scanned and uploaded, and all passport and visa information is inputted. 
• Take part in the weekly emergency phone rota 
• Assist with all accommodation duties as required 

Activity Programme:

• Work with the Student Services Officer and Centre Manager to ensure a full week of fun engaging activities are planned.  
• Ensure communication about weekly events is clear and concise. 
• Attend some social program events.

Young Learners Programme:

• Assist in organising and leading activities for the Young Learner  

Note: Some evening and weekend work may be required during busy periods 

Essential Skills and Experience:
Experience:

• Relevant experience within the Education sector (desirable) 
• Experience working in a Customer Service role (desirable) 

Skills:

• Fluent in English (essential) and another language (desirable) 
• Excellent administrative and organisational skills  
• Professional telephone manner combined with a high level of spoken and written English   
• Excellent communication skills 
• Excellent team worker with the ability to negotiate and compromise whilst taking into account the views of others   
• Accuracy, attention to detail and a methodical approach  
• Ability to multi-task and deliver against a number of priorities  
• Good working knowledge of Microsoft Office packages  
• Ability to find and present solutions to achieve customer satisfaction 
• Ability to demonstrate international and cultural sensitivities.

We are looking for people with the following behaviours and attributes: 

• Confident, enthusiastic, empathetic, and friendly 
• Flexibility and a positive attitude  
• Professional appearance 
• Approachable and friendly manner  
• Goes the extra mile  
• Takes ownership  
• Address issues positively 
• Communicate proactively.   
• Are active listeners  
• Are respectful and value students, parents, and other customers.

OTHER INFORMATION:
The Student Services Assistant will also be expected to demonstrate their commitment: 

• To EP’s values and regulations, including equal opportunities policy.  
• To EP’s Social, Economic and Environmental responsibilities and minimise environmental impact in the performance of the role and actively contribute to the delivery of EP’s Environmental Policy.  
• To their Health and Safety responsibilities to ensure their contribution to a safe and secure working environment for staff, students, and other visitors to the campus. 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned. 

Please note that English Path is part of GBS Malta and you will be an employee of GBS Malta. 

English Path:
English Path is the English Language Teaching specialist, offering a range of courses including General English, Exam Preparation, Pathway, and Foundation Year programmes. We offer our courses in all the major international cities. English path is the in-house language school at GBS, one of the largest higher education providers in the UK, Malta, and Dubai. This means our students benefit from all the fantastic university-style facilities used by our British and other foreign national students. Facilities include onsite libraries, cafes, careers and employability counsellors and much more!