Student Experience Facilitator Lead (Permanent)

Permanent employee, Full-time · London
24,500 - 26,500 £ per year
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What's on the offer

Salary Circa: £24,500 to £26,500 per annum (depending on experience)
Hours: 37.5 hours per week

Location: London BSC College 
25 days plus 8 bank holidays
Enhanced sick pay
Wellbeing day 
Perkbox 
EAP (Employee Assistance Programme) 
Job Description
The Student Experience Facilitator (Lead) supports the smooth operations of the college, with a focus on overall student experience. The Lead Facilitator has a supervisory role in the College in the absence of the Student Experience Manager. Duties of the role include, but are not limited to, those listed below.
 
Main Responsibilities

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 management of Student Ambassador Program
  3. Identifying opportunities to grow student engagement within the College
  4. Following up on feedback within the agreed SLA’s. Ensuring that corrective action is taken where necessary
  5. Supporting the Monday morning arrival experience in line with Great Things Start Here initiatives
  6. Dealing with all escalated student welfare queries and problems quickly, discreetly and efficiently and to the satisfaction of all concerned
  7. Ensuring a robust social and activity programme is in place, providing a revenue stream to the college
  8. Actively participating in the group wide calendar of events, celebrating major annual public holidays in the locations of both BSC colleges and our students
  9. Ensuring the college fulfils its duty of care to students
  10. Meeting Group Leaders on arrival to ensure all elements of the stay are in place as expected
  11. Ensuring the appropriate organising of all ‘extras’ including social programme, bus passes, excursions, transfers etc
Financial & Administrative Management
Supporting the day-to-day the smooth running and financial health of the college, specifically:
 
  1. Ensuring that all administration areas of the business run effectively and efficiently
  2. Supporting the effective day-to day management of the college’s administration processes
  3. Providing general administrative and record keeping support for the College as requested by the Student Experience Manager or Director of Studies
  4. Assisting with the collection of monies owed by the student as informed by Finance following company policy and procedure
  5. Working with the Student Experience Manager to generate and convert walk-in students
  6. Maintaining an up to date and accurate knowledge of college rules and policies, British Council guidelines and relevant welfare issues to ensure colleagues and students are always given correct information
  7. 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
  8. Managing all cash transactions in compliance with BSC group standards as directed by the Finance Team
  9. Responsibility for actively monitoring student numbers and activity at the college and ensuring all space is effectively optimised
  10. Liaising with Finance Team regarding students’ accounts and any other financial matters
  11. Ordering stock, stationery & other college supplies as necessary, within the delegated authority levels
  12. Supporting the efficient administration of course bookings and student records
  13. Completing any other related duties as assigned by the college management or BSC central and support teams
Marketing & External Communications
Supporting the Student Experience Manager to ensure that the college operates effectively as a member of the British Study Centres group, taking maximum advantage of the 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. Hosting agent visits and fam trips when required
  3. Implementing local marketing activity, at the direction of Central Marketing, to maximise direct non- agent bookings from the local area
  4. Ensuring the Welcome Hub areas are well presented, and promotional material is displayed at all times
  5. Developing communication channels and processes with partners (where applicable) to ensure that we are capturing all opportunities with the partners. (i.e.- recommending partner test sites and ensuring our partners are recommending us for test preparation where possible)
Facilities & Resources Management
Local responsibility for management of the college’s facilities and resources within the limitations of agreed budgets, specifically:
 
  1. Responsibility for ensuring good maintenance of the college’s premises and ensuring the learning environment is safe and secure (in coordination with partners where applicable)
  2. Responsibility for ensuring that student resources are appropriate, up to date and in good condition
  3. Responsibility for ensuring that the college complies with all legal requirements deemed necessary by the appropriate regulatory bodies
Student Accommodation & Welfare Services
Local responsibility for the effective management of the college’s student accommodation and welfare service, specifically:
 
  1. Act as the primary named person for dealing with students’ personal problem
  2. Supporting the local management of the college’s student accommodation activity so as to achieve smooth running and optimum financial performance
  3. 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
  4. 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
  5. 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
Safeguarding
To act as the Deputy to the Designated Safeguarding Officer. The role includes:
 
  1. Receiving information about events that are planned in British Study Centres that may involve young people or vulnerable adults, and plans that indicate how safeguarding will be covered
  2. Receiving information from any colleagues, volunteers, children, parents or carers who have child safeguarding concerns and record it
  3. Assessing the information promptly and carefully, clarifying and obtaining more information about the matter as appropriate
  4. Consulting initially with a statutory child safeguarding agency to test out any doubts or uncertainty
  5. Making a formal referral to a statutory child safeguarding agency or the police
  6. Recording statements from any team member who feels that a young person has indulged in inappropriate behaviour or made sexually suggestive comments or approaches
  7. Maintaining appropriate records of any welfare issues and passing on information to relevant parties (e.g. agents)
  8. Recording statements from any member of the team who feels that a young person has indulged in inappropriate behaviour or made sexually suggestive comments or approaches
 
Further Information
Role Specialism
This role includes an additional specialism in (select if applicable)
Safeguarding & Compliance
Accommodation
Welfare
Activity Leader
 
Job Skills

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
 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
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
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 preference
Leadership 
▪ Is able to motivate and get the best out of all team members 
▪ Is supportive of all team members 
▪ Treats colleagues consistently and even-handedly 
▪ Has the ability to say ‘no’ to colleagues when necessary 
▪ Is willing to take risks, to innovate, to try out new ideas 
▪ Can lead by example
Further Information
At BSC, we expect all our colleagues to behave in ways that both support and promote our Vision, Mission & Values.

BSC VISIONTo provide customers with steppingstones to their future by delivering outstanding and transformational learning experiences. 
BSC MISSIONBy believing that “Great Things Start Here” and standing behind all that this means. If we believe it, our customers will achieve it! 

VALUES
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.
Team 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. 

We are an equal opportunities employer and welcome all interest in joining our team. Successful applicants will undergo our safeguarding checks in line with our Safeguarding Children & Vulnerable Adults Policy & our 
Recruitment Policy, including an Enhanced DBS Check, Barred List, Prohibition Lists check and overseas criminal records if applicable
Thank you for your interest in BSC Education Ltd
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