Student Services Executive

Bayswater Education is a vibrant network of global educational centres dedicated for over 75 years to educating and inspiring people through a life-changing educational experience. We’re passionate about growing communities of global thinkers and explorers, at home and abroad – whatever their story. We set up Bayswater Education because we want young people from every walk of life to get a buzz from discovering new cultures, exploring new flavours, and learning what’s out there.

We think of them as global spirits, like ourselves.

The Student Services Executive role is customer facing. You will have responsibility for:

• serving the needs of Bayswater College students, ensuring excellent customer service is provided consistently, whilst paying attention to their safety and welfare at all times
• liaising with the Academic, Admissions, Accommodation and Sales teams to give our students a time of their life experience
• following the agreed internal processes and procedures and resolving issues quickly and efficiently
• dealing with walk‑in enquiries, selling our courses & programmes, processing bookings, resolving issues, arranging accommodation and maintaining our database
• supporting a vibrant, imaginative and fulfilling series of events for our students and partners including lectures, social events, company visits etc.

The Student Services Executive will require good communication and inter‑personal skills, projecting a courteous and professional manner at all times when representing the college. You will be expected to be flexible to the immediate needs of the business and adapt to the day‑to‑day tasks of a modern College. Outside of the classroom the Student Services Executive is a go‑to person for students and team members.

• Greet all people entering the building in a friendly way, and answer all e‑mails and telephone calls in a timely manner.
• Meet with all new students on their first day as part of their induction and conduct satisfaction surveys on arrival and prior to departure.
• Make yourself available throughout the day for questions and to deal with issues. Share your knowledge with students to help them make the most of their time in London.
• Manage any complaints effectively according to the Bayswater guidelines and escape to the Centre Manager where necessary.
• Communicate with other staff members within the organisation including Sales, Marketing, Admissions, Finance and the Academic team, keeping to agreed internal service targets.
• Support a vibrant, imaginative and fulfilling series of events for our students and partners. This includes but is not limited to lectures, social events and company visits.
• Deal with walk‑in enquiries and sell our courses & programmes to them.

• Place students in host families, house shares, hotels, hostels and student residences.
• Act on any issues that arise in accommodation and work with the Student Services Manager & Centre Manager to respond quickly.
• Send out accommodation information to students and agents when booked.
• Understand the processes involved to be able to provide cover as and when required for the Accommodation Manager including: forward planning, communicating availability to team, dealing with invoices, preparing reports and adhering to British Council standards.

• Follow the operational systems, procedures and processes to ensure that all governance, compliance and Health & Safety standards are maintained.
• Keep the college ‘CLASS’ database maintained and up to date with correct student details ensuring accurate records of student attendance are being kept and absences are being communicated to academic management and other stakeholders in a timely manner.
• Process bookings to enrol students, take payments and send relevant documents to students and agents.
• Take appropriate feedback to monitor quality and satisfaction, both formally and informally, and pass this information on to the relevant accountable person.
• Produce certificates, documents and letters to assist students. Photocopy and file office paperwork and documents. Oversee level tests where necessary.
• Open up or lock up the school where…