Student Experience Facilitator (Permanent)

The Student Experience Facilitator supports the smooth operations of the college, with a focus on overall student experience. The role may include an additional specialism as indicated on the Job Description below.
Duties of the role include, but are not limited to, those listed below.
1. Student Experience
Supporting the implementation of the BSC groupwide strategy in relation to student experience to ensure that our customers are at the forefront of everything that we do at BSC, specifically:
1. Acting as the first point of contact and advisor for all students and visitors to the College, ensuring they are all dealt with in a courteous and professional manner, providing the necessary advice and assistance, and effectively dealing with any requests and feedback
2. Continuously evaluates and identifies opportunities to drive process improvements that positively impact the student experience including support of the Student Ambassador Program
3. Following up on NPS feedback surveys within the agreed SLA's. ensuring that corrective action is taken where necessary
4. Supporting the Monday morning arrival experience in line with Great Things Start Here initiatives
5. Dealing with all escalated student welfare queries and problems quickly, discreetly and efficiently and to the satisfaction of all concerned
6. Supporting the social and activity programme as required
7. Actively participating in the group wide calendar of events, celebrating major annual public holidays in the locations of both BSC colleges and our students
8. Ensuring the college fulfils its duty of care to students
9. Meeting Group Leaders on arrival to ensure all elements of the stay are in place as expected
10. Ensuring the appropriate organising of all 'extras' including social programme, bus passes, excursions, transfers etc.

2. Financial & Administrative Management

Supporting the day-to-day the smooth running and financial health of the college, specifically:

1. Supporting the effective day-to day management of the college's administration processes.
2. Providing general administrative and record keeping support for the College as requested by the Student Experience Manager or Student Experience Facilitator (Lead)
3. Assisting with the collection of monies owed by the student as informed by Finance following company policy and procedure
4. Maintaining an up to date and accurate knowledge of college
5. rules and policies, British Council guidelines and relevant welfare issues to ensure colleagues and students are given correct information at all times
6. Liaising with central accommodation team to ensure that the provision of student accommodation is of a high standard and in sufficient quantity to meet growing demand.
7. Managing all cash transactions in compliance with BSC group standards as directed by the Finance Team
8. Supporting the efficient administration of course bookings and student records
9. Completing any other related duties as assigned by School or BSC central and support teams

3. Marketing & External CommunicationsSupporting the Student Experience Manager to ensure that the college operates effectively and in line with the brand standards of the British Study Centres group, taking maximum advantage of the local market opportunities and development potential available, specifically:

1. Dealing with or redirecting as appropriate all enquiries received, within the agreed BSC SLA's, so as to promote the college and generate business.
2. Ensuring the Welcome Hub areas are well presented and promotional material is displayed at all times.

4. Student Accommodation & Welfare ServicesSupporting the effective management of the college's student accommodation and welfare service, specifically:
1. Supporting the local management of the colleges accommodation provision so as to achieve smooth running
2. Dealing with all student welfare queries and problems quickly, discreetly and efficiently and to the satisfaction of all concerned. Keeping appropriate records and passing on information to relevant parties.
3. Ensuring that students have access to all required information after they arrive at the college by means of the orientation, learning file, college notice board, members of team etc.
4. Being prepared to handle queries and calls when on evening/weekend duty; this involves having the weekend handbook and mobile phone at all times when on call.

5. Safeguarding

To support the safeguarding practices within the college, specifically;
1. Receiving information about events that are planned in British Study Centres that may involve young people or vulnerable adults
2. Assessing the information promptly and carefully, clarifying and obtaining more information about the matter as appropriate
3. Maintaining appropriate records of any welfare issues and passing on information to relevant parties (e.g. agents)

6. Role Specialism
This role includes an additional specialism in (select if applicable)

Safeguarding & Compliance
Accommodation
Welfare
Activity Leader

1. Flexibility

• Ability to respond to last minute changes


• Willingness to take on new challenges, possibly outside own 'comfort zone'


• Able to 'think on own feet' and to manage the unexpected


• Understands that the needs of the college may require flexible, mutually understood approaches to work


2. Customer Focus

• Responds to customer requests promptly


• Treats all customers with respect


• Does not assume the needs of customers


• Is able to see things from customers' points of view


• Checks with customers to ensure satisfaction


• Knows how to manage customer expectations and inform customer clearly on this


• Actively seeks and acts on feedback from customers, Aim Higher: We proactively make suggestions and solutions for challenges and opportunities.

Collaborate: We are team players -we treat everyone with respect and understand that we succeed collectively, not as individuals.
Communicate: We communicate in a timely way with clarity, respect and transparency.
Customer Focus: We seek to provide consistent high-quality experiences that customers will remember.
Employee Focus: We seek to reward and recognise excellence and innovation within our employees.

The above list of job responsibilities is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope, grading of the post and at the request by management.
We are committed to providing a creative, rewarding and successful learning and working environment for our students and team.

3. Analytical & Problem Solving

• Is disciplined and organised


• Able to deal with large amounts of data and make sense of it


• Has a measured and organised approach to solving problems


• Breaks down large amounts of work into smaller, manageable parts


• Is quick and effective at processing information


4. Working with Others

• Understands and works on team success for the whole team


• Understands own role and expectations of their role in their own team and the wider college team


• Has a strong awareness of how team dynamics work


• Treats the concerns of other departments as important


• Co-operates to meet team goals even at expense of personal preferences


Further Information

All colleagues at BSC should work in accordance with our company values