Central Student Services Officer

Summary

Join Study Group as a Central Student Services Officer in Brighton (remote) and provide high-level administrative and operational support to students and study centers. You will be the primary point of contact for student, agent, and parent inquiries, ensuring timely and accurate responses within service level agreements. Responsibilities include managing student records, coordinating airport transfers and other services, and assisting with pre-arrival activities. You will also participate in an on-call rota during peak arrival periods and provide general administrative support. The role requires strong people skills, administrative ability, and proficiency in using internal student records systems. A bachelor's degree or equivalent experience is required.

Requirements

• Bachelor’s degree (or equivalent experience)
• Supporting students in an educational context
• Working in a regulated environment
• Working in customer service

Responsibilities

• Provide a high level of administrative and operational service to support students and support Study Group’s network of study Centres to function effectively
• Respond to routine student, agent and parent enquiries, provide timely and accurate information and become a skilled user of internal student records system
• Ensure the accurate recording of data required for student records
• Responsible for everyday point of contact support for group of centres  and ensuring that student, agent, sponsor and parent enquiries are responded to appropriately and within agreed Service Level Agreements (SLAs)
• Ensure that strong and effective relationships are maintained with strategic accommodation    providers, to ensure the successful operation of the accommodation services and to deliver  exceptional student experience
• Be the first escalation point for pre-arrival queries at designated study locations
• Ensure airport transfers, insurance products and other services as required are completed  accurately and in a timely way
• Assist and encourage students to engage in pre-arrival activities
• Participate in on-call rota during peak arrivals periods typically during September and January, taking incoming calls from students as a first response to arrivals queries
• Deliver a high standard of customer service within call handling guidelines and resolve issues and queries independently and effectively by referencing online materials, escalating as required
• Ensure that student records are accurate and details are up to date at all times, using call logging trackers
• Accurately follow a suite of campus based administrative processes; typically focussing on the management of booking information, debt management and financial adjustments within agreed SLAs
• Accurately document the receipt and tracking of completed transactional based work within a case management system
• Proactively liaise with campus staff to identify needs and offering campus-based support where required
• Be the first point of contact for accommodation providers regarding low level student behaviour issues and debt
• Respond and resolve student e-mails queries, providing for example general advice to students on travel information with opening bank accounts, issuing  confirmation letters,  letter requests
• Support late arrivals with  orientation processes
• To ensure data is uploaded and updated as required within the student information system
• Assist colleagues to contact absent students and inform parents and agents when necessary
• Working as part of a team to ensure professional and timely information and reporting is released to external stakeholders including: parents, sponsors, guardians, agents, Study Group colleagues in the UK and overseas, partner university
• Participate in  agent, recruitment or centre training events as required
• Provide resources and support for other members of the Education & Student Experience teams, as required
• To provide general administration support for the centre as required and cover administration duties for other members of staff when absent and during peak periods
• To carry out any duties, as reasonably required by the  Central Student Services Manager

Benefits

��23400 per annum