Student Services Manager

Job Title: Student Services ManagerLocation: EF OxfordReporting to: Director of Student Services / School DirectorSUMMARY:Full-time, 5 out of 7 days per week, (including weekends) totalling 40 hours per week excluding breaks.About the role:In this role, you will be responsible for all student services "touchpoints" within the student journey.
From pre-arrival experience, to inclusion activities, to in-school experience, welfare, conduct and behaviour to departure experience, feedback data collection and analysis.
Visa compliance and safeguarding responsibility fall within the remit of this role.
Engaging with the student community to gain ambassador support and further insight into the overall student experience at EF Oxford.
Line Management of student services team to ensure standards of service are achieved, maintained and improved as required.
Overseeing Mentor programme.CORE SKILLS:People skills.
Ability to lead by example.Planning ability with excellent attention to detail.Ability to work unsupervised and lead, delegate to and motivate a team.Highly motivated, creative & energetic.Sociable, outgoing & confident personality with excellent communication skills.Organized and flexible approach at all times.Customer focused, with an ability to lead our students to the correct conclusions.Capable of working under pressure & able to meet tight deadlines.Works calmly under pressure.Being flexible and adaptable to the job such as remain calm under pressure.
It is about clearly communicating messages while being able to resolve students' difficulties.Excellent interpersonal skills with students, leading in school (and out of school) events (activities).OBJECTIVES:To ensure that the departments run smoothly and effectively in all areas by managing resources appropriately.To provide strong and supportive leadership, ensuring team members are continuously supported and developing, and working towards an established set of objectives, empowered in their positions, effectively managed and monitored.To ensure that students experience excellent activities, excursion and events programs, enabling them to benefit from participation in extra-curricular activities and interaction with others (engagement).To promote the best image of the school in the local and wider community.To maintain EF policies, regulations and criteria of accrediting bodies.To ensure the highest level of customer service and excellent student feedback.To ensure all health and safety requirements are met.To meet financial targets.To help maintain 'one team', where the different departments liaise and interact effectively and efficiently.MAIN RESPONSIBILITIES (see appendix for further details)Your key tasks will consist of, but not be limited to:Managing the Reception Welcome Desk including managing the communication channels into the school.Managing the service provision to students.Responding to student welfare issues.Administration support services.Dealing with problems and emergency situations should they arise.
(incl.
being a part of an on-call Emergency Management phone rota).Organising student arrivals and departures, including organising graduation ceremonies in collaboration with academic department and upholding UKVI compliance standards.Being the first port of call for safeguarding concerns.Meeting weekly and annual Student satisfaction scores (NPS, EF Challenges).Issuing warnings to students for non-academic related concerns/rule breaking.Liaising with group leaders for day-to-day issues.Monitoring, tracking and reporting on feedback and online reviews.Setting, planning & implementing social media and communication campaigns and strategies.GENERALAttends management meetings, and school/central meetings as and when required.Shares emergency on-call duties with other school staff on rota basis.Takes pride in the look and feel of school and campus and help to keep the building fit for purpose and customer friendly.Participates in Fam Tours for visiting sales staff.Update school information for all the internal platforms.Ensure social and promotional content is up to date (testimonials, schools photos, city photos).Support other teams and covers other department in case of staff absences.Work closely with the student services department to ensure a smooth reception.TASKS & RESPONSIBILITIES MAY VARYEF is committed to safeguarding and promoting the welfare of children and young people.
All posts are subject to an enhanced DBS check and character referencing.APPENDIXRecruits, inducts and trains the best staff to maintain service provision.Manages daily tasks of team members through effective delegation, clear guidance and monitoring.Ensures that staff delivering services are appropriately trained, managed and monitored.Follows EF guidelines for safer recruitment.Maintains accurate records and carries out thorough health and safety checks for all suppliers.Organizes, implements and promotes social, cultural and sport activities programme appropriate to students' needs.Takes responsibility for effective provision for campus evening activities in collaboration with the Accommodation team (residence coordinator/Manager).Ensures that all items of value, including cash are appropriately handled and stored.Responsible for all aspects of financial management including banking, invoice processing, pricing and meeting financial targets.Monitors stock levels of merchandise and student materials.Liaises with local, national & international service providers to negotiate the best rates & deals for student excursions and memberships.Takes ownership of student evaluation scores for activities staff and excursions, continually seeking to improve them and following up effectively on poor feedback.Ensures activities are priced appropriately and profit targets are met.Member of the school's Health and Safety Committee.Responsible for overseeing health & safety of students during organised activities, excursions and events.Responsible for ensuring regular risk assessments are carried out for all activities and events, including class trips and ensuring all accompanying staff are given copies.Ensures all members of the activities team are trained in first aid.Assists with registration of new students on arrival and organises arrival information.Recruits and makes effective use of Student Ambassadors.Manages EF Oxford social media output.Give presentations as part of student induction & sales staff training.Liaises with colleagues in other EF schools nationwide to organize/host/promote interschool events and initiatives.Ensures that activities & excursions are resourced – including regular evening & weekend work.Administers the ordering and selling of merchandise.Provides welfare assistance to students when required.Oversees successful delivery of calendar events such as theme weeks & graduation events.Is a trained first aider.Liaises with Group Coordinator / sales staff in regard to groups' activity requirements.Ensures that all activities information is clearly displayed, accurate and regularly updated 3 months in advance in camps connect.Attends Student Council meetings.Educate other staff on the use of social media and promote its use within the school.About EF Education FirstAt EF we believe that the world is better when people try to understand one another.
Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves.
Our culturally immersive education programs—focused on language, travel, cultural exchange, and academics—turn dreams into international opportunities.When you join EF, you join a multicultural and diverse community working across more than 600 schools and offices in 50 countries, all with one shared mission of opening the world through education.
Whoever you are, whatever you are passionate about—we welcome you and want you to bring that to work every day.
EF is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender, age, religion, caste, parental status, identity, experience and everything else that makes you unique.Founded in Sweden in 1965, EF has schools and offices around the world, including hubs in Boston, London, Mexico City, São Paulo, Shanghai, Stockholm, Zürich, and more.
Learn more at https://www.ef.com .Want to learn more about life at EF?
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