Student Services Manager Job Liverpool area,England UK,Customer Service/HelpDesk

This role is with KLG, a global leader in international education. KLG is now owned by Inspirit Capital and continues to deliver world-class educational experiences through its international network of schools and university partners.

Kaplan Languages Group (KLG) is a world-class language education platform operating over 20 schools across 8 countries. We deliver premium academic, professional, and language travel programmes to students from over 140 countries. At KLG, we combine education with financial excellence to support our international growth.

As of 1 May 2026, Kaplan Languages Group (KLG) has transitioned to new ownership under Inspirit Capital. Kaplan will continue to support KLG with some recruitment services for a transitional period, ensuring a smooth experience for candidates.

Kaplan Language Group (KLG) is a leader in the educational travel sector, helping thousands of customers to realise their dreams of travelling abroad to improve their language skills. For more information on the businesses in the Kaplan Languages Group, please visit Kaplan International Languages, ESL Education and Alpadia Language Schools.

Location

The post is based in one location (as specified by advert or as per your contract) but may require occasional attendance at other sites within the UK or Ireland.

Reports

This position reports to the School Director, with dotted line reporting to Operations Support Manager UKI.

Job Description

Objective

The Student Services Manager oversees general customer services, student finance and manages day-to-day student administration. They ensure all students have the best Kaplan Experience through top quality customer service and by making the welfare and safeguarding of students a priority.

Management

To be responsible for the overall management of the Students Services department including front of house reception staff and services
To manage the Student Services Assistant (if applicable) and ensure they are appropriately trained

Customer Service

To take a lead role in improving the student experience as a whole, and to be the link between all departments of the school
To provide exceptional customer service to both internal and external customers at all times
To be responsible for ensuring all student services enquiries are resolved quickly and concisely, whilst maintaining a high standard of customer service
To effectively and promptly resolve areas of concern for students, and to keep accurate records of those concerns and how they were resolved
To ensure all visitors and students are given a warm welcome and receive a positive impression of the school
To take a lead role in the induction of new students, ensuring the induction is delivered with the customer journey in mind
To be helpful and courteous to students and their representatives
To proactively sell courses, upgrades, extensions and any other available products to existing and potential students
To manage local and walk-in business and to refer such business as necessary to other members of staff
To develop a good knowledge of KI Languages courses and services in order to deal effectively with day-to-day queries from existing and prospective customers
To promote internal and external exams and assist students with booking them

Compliance

To ensure compliance with all UKVI/GNIB regulations including checking, scanning and storing information for all student visas and passports and maintaining up-to-date student contact details on the student database
To oversee and ensure compliance with all accrediting bodies
To ensure, in liaison with the School Director, that the school premises and facilities meet current health and safety regulations and are kept in a proper state of maintenance and repair
To ensure that all students have a working knowledge of emergency, evacuation and health and safety procedures
To be fully aware of all internal measures of quality and satisfaction and to review these with the aim of ensuring all students have the best possible Kaplan Experience
To be familiar with all British Council/Education Scotland/ACELS inspection criteria relevant to the department
To have a good working knowledge and understanding of procedural documents and KI Languages policies relevant to the role
All employees of Kaplan International Languages have a responsibility for data protection. They are obliged to undertake training and have a duty to adhere to our Data Protection policies
To manage all relevant financial returns ensuring they are produced on due…