Student Experience Administrator

Salary: £26,000 per year

Contract type: Full Time- Permanent

Location: Brighton Head Office – Stroudley Road

Salary: £26,000 per year 

JOB OVERVIEW

We are Study Group. We are a global leader in international education partnering with students and Top Tier Universities from all over the world. We believe in creating a better world through education and value talented, driven, and student-centred people that believe the same.

This is an exciting position as the Student Experience Administrator where you will be part of our students journey right from the beginning. In this role you will deliver a sector leading student experience. You will cover the pre-arrival and peak-arrival process delivering student facing support by interviewing students, completing back office administration tasks and resolving student queries. 

KEY RESPONSIBILITIES

• Conducting interviews with students from high-risk nationalities, using prescribed guidance from the Visa team

• Ensuring that outputs from interviews are documented appropriately
• Use of online diary tools and working within scheduled periods to ensure availability of interview support during the seasonal recruitment cycle
• Assistance to Coordinators with back-office type administrative transactions and resolving standard student facing queries when required to agreed SLA
• Operate within a team to provide a telephone-based support service to students, including: 
• Receiving calls from students as a first line response to emergency and non-emergency issues, and delivering a high standard of customer service within provided call handling guidelines
• Use of online reference materials in an effort to resolve issues and queries at first point of contact wherever possible
• Triage of emergency issues to designated safeguarding leads and/or emergency services (in line with internal safeguarding processes and training) including follow-up with stakeholders as required
• Liaison with transport providers and staff at airports to resolve student facing issues as required
• Ensuring that student records and details are up to date, using call logging trackers
• Operation and testing of call routing solution to ensure calls are managed correctly, including diverting back to campus control at the end of the support period
• Operation of a suite of admin processes typically within the usage Study Global, Progresso and other systems
• Operation of a case management system to correctly capture workload for tracking purposes

Shift working across a 24-hour rota period over nominated weekends during the January and September intakes, to ensure coverage of service to students

EXPERIENCE

• working in a busy office environment 
• Experience talking to customers via telephone 
• Experience working in customer focused role
• Strong written and verbal communication skills 
• Competent user of MS office, especially Excel and Outlook 

ABOUT US

We are a global pathway provider in International Education, working collaboratively with over 50 universities around the world, offering over 500 undergraduate and postgraduate teaching programmes. Voted as the 2017, 2018, 2020, and 2021 Global Pathway Provider of the year, our people are united with the shared ambition of providing a world-class education to talented students from across the globe.

With a truly global outlook and offices all over the world, our international team uses its expertise, knowledge and commitment to create opportunities and add value. We are determined to grow and innovate in our field, providing our students and partners with high-quality outcomes across the higher education space.

ORGANISATIONAL COMPLIANCE

Study Group is committed to safeguarding and promoting the welfare of its students and expects all staff and volunteers to share the same dedication. Applicants will be required to undergo child protection screening appropriate to the role, including checks with past employers, an Enhanced Check from the Disclosure and Barring Service (DBS) and overseas criminal records if appropriate.