Student Support Manager

Recruiter
Summer Boarding Courses Ltd
Location
Bradford, UK
Salary
Competitive
Posted
15 Aug 2019
Closes
09 Sep 2019
Ref
1235791233
Sector
Education
Contract Type
Permanent
Hours
Full Time
The Company Summer Boarding Courses Ltd (SBC) is an education provider, sitting part of a wider group, Dukes Education. SBC creates and delivers short term residential courses for international students aged 8 to 17 years old in partnership with respected boarding schools and Colleges at the University of Oxford. SBC is made up of a Head Office team who work throughout the year planning, organising and overseeing the courses. They are joined by staff teams for each school (approximately 150 staff in total) during the summer period. The SBC Head Office team holds a genuine passion for excellent customer service, teamwork and very importantly, a sense of fun. The nature of the work dictates that there will be extremely busy periods (particularly May-August) and with it comes a positive team spirit with everyone working together towards a common goal.
Job Description
The Student Support Manager role would suit a well-organised, hard-working individual, looking to join a dynamic and fast evolving industry. Student Support Managers oversee every aspect of the student enrolment process, from initial enquiry until students return home at the end of their course. For their summer school, Student Support Managers are the single point of contact for every family enrolling children on their course. Student Support Managers are based at our Head Office year-round and are responsible for the delivery of excellent customer care, booking management and welfare support for the summer schools and summer school management teams.

An integral part of the Student Support Manager role is to recruit students by means of responding to emails and phone calls, both with with enquiring families and our Agent partners. With particular focus on student recruitment outside of the summer months, Student Support Managers are responsible for attending and contributing to weekly meetings with Finance, Marketing and Management, reporting on booking trends, enquiry quality and sales insights.
Key Responsibilities
Responsible to the Operations Director, SSMs have the following responsibilities:
Year round
• Acting as the point of contact with parents of students and the students themselves where required and communicating in a thorough, informative and friendly manner to foster close and supportive relationships
• Being well informed about all of Summer Boarding Courses course and venue portfolio
• Responding to enquiries over the phone and by email
• Attending agent fayres
• Enquiry tracking and follow ups to maximise enrolments
• Processing bookings, gathering student information and student data management with the Salesforce CRM system in an efficient and accurate manner
• Provide enrolment insight and reporting/ contributing to weekly recruitment meetings
July and August
• Oversee any welfare and pastoral issues, liaising between parents and the school management team
• Visit the school while it is running
• Be the key contact for the Welfare Coordinator of your school
• Provide feedback to parents on student progress
• Provide feedback to the school from parents - any positive feedback, as well as any concerns
• Contribute to the updating of the school blog
Other Areas of Responsibility (Pre- and During Summer)
• Responsibilities may also include support across other functional areas including, but not limited to, recruitment, school logistics and stock, the Social and Excursion programmes and other administration and support
Person Specification
The successful applicant will need an ability to: manage priorities workloads; have strong administrative skills; display enthusiasm as well as an open and communicative approach.Due to the nature of the business, when summer courses are in operation, additional working hours will be necessitated by the needs of the business. This includes weekend and some evening working in July and August, but will not be in excess of 6 days out of 7.
Essential Skills and Experience:
• Educated to degree level or equivalent
• Experience in at least one of the following areas:
o Education
o Working with young people
o Customer Care
o Working within a residential environment
• An effective and confident communicator, possessing excellent written and verbal skills
• Excellent attention to detail
• Ability think analytically with a logical approach to work
• Very strong administrative and organisational skills
• Proven success managing customer relationships
• Ability to work autonomously and to take ownership of the task
• Patient and empathetic with a good telephone manner
• Ability to work under pressure and retain a sense of fun
• Strong IT skills, including MS Word, Excel, Outlook
• Enthusiasm and ability to work well in a team
Desirable Skills and Experience:
• Previous experience of using Salesforce or other CRM system
• Experience of working with project management tools, Trello, Slack, SharePoint etc
• Experience of foreign languages or cultures through travel or work
• Driving Licence
Note there will be a pre-interview task to complete, which will be discussed at the interview
Should you be successful...
• You will be part of a friendly team in a relaxed office environment
• SBC is a thriving business, built on a foundation of many years of industry experience. Through this knowledge and experience, SBC offers its employees the opportunity and expectation to grow, with support and training throughout the year
• Any gaps in your CV will be enquired about, and must be explained satisfactorily.
• We will require the professional contact details of two recent and relevant referees who we will contact
• You will be required to undergo a Disclosure and Barring Service (DBS) check (previously called a Criminal Records Bureau check), or equivalent if living outside the UK, and you will be asked to sign the Children's Act 1989 declaration safeguarding the welfare of children, and state that you have no known reason why you cannot work with children
• Offical identification and relevant certificates will be required for our records
Summer Boarding Courses as part of Dukes Education is committed to safeguarding and promoting the welfare of children and expects all staff and volunteers to share this commitment. We have a comprehensive Child Protection Policy and procedures in place which all employees, volunteers and contractors are expected to adhere to.
HTTPS://WWW.SUMMERBOARDINGCOURSES.CO.UK/WP-CONTENT/UPLOADS/2019/07/SBC-JOB-APPLICANT-PRIVACY-NOTICE-NEW-REUPLOAD.PDF

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