Student Services Welfare Assistant

LAL, having recently celebrated over 30 years in the industry, is a well-established, international English language provider for adults and juniors, supported by a large German parent company. We are looking for an enthusiastic Student Services Welfare Co-ordinator for our school in Twickenham to directly focus on the smooth running and day to day tasks in relation to Student Accommodation and Welfare.

Job Title:

Student Services Welfare Co-ordinator

Line Manager:

Operations Manager


LAL London, Twickenham, Greater London


This role is to undertake the day-to-day tasks regarding the accommodation and welfare of students. To ensure all students have appropriate accommodation which meets their expectations.

Main Responsibilities and Tasks:

  • To support the Operations Manager to ensure the smooth running of operations at LAL London.
  • To support LAL’s international sales team, CSMs and other relevant parties to deliver swift and accurate information to agents in line with LAL’s response time protocols.
  • To ensure the provision of welfare to students at LAL London is in keeping with client expectations, contract limitations, published provisions as well as HSE/British Council/Accreditation UK/English UK requirements.
  • To manage homestay accommodation and student residences and ensure the standard of provision remains high.
  • Liaise with third party providers, residence managers and cleaning providers, and book cleaning services for all LAL London residences.
  • To deal with availability requests promptly and book students into accommodation prior to their arrival.
  • To meet and greet students on arrival at the school and at LAL’s accommodation when required.
  • Ensure services provided to students are delivered to a high standard at all times.
  • To arrange any student moves and accompany them if necessary.
  • To liaise with homestay hosts and homestay providers to find appropriate solutions to students’ problems.
  • To ensure all accommodation provisions are in line with the British Council requirements and carry out regular spot checks.
  • To inform all accommodation providers of arrival and departure times for all students.
  • To process accommodation payments and deal with any queries or problems.
  • To deal with enquiries from students and international group leaders.
  • To deal with student welfare needs, for example, to arrange doctor/dentist/hospital/police appointments as required and accompany students as/when required.
  • Conduct regular Health and Safety checks and Risk Assessments.
  • To be a designated fire warden and first aider.
  • To read and be fully conversant with at the start of the period of employment, and to keep up-to-date with, all pertinent legal & British Council/Accreditation English UK requirements.
  • To become fully conversant with relevant HR procedures including Child Protection legislation.
  • Keep abreast of all relevant UK legislation and regulations in relation to homestays.
  • Maintain efficient and effective record-keeping to a high standard and ensure that all accommodation documentation is up to date, accurate, organised and accessible.
  • Administrate applicable electronic resources and database information to a standard that matches corporate expectations.
  • To be proactive in encouraging communication between relevant parties and ensure that tasks are seen through to their conclusion.
  • To be vigilant in providing and creating improvements to all aspects of the welfare department remit.
  • Ensure high standards of customer service are maintained at all times.
  • Support the leisure and transfers departments.
  • Cover reception duties when required.
  • Open and close the school and cover the emergency line on a rota basis.
  • To carry out any additional duties assigned by LAL London Management.

Person Specification:



  • GCSE Maths and English pass or above, or equivalent


  • Administrative work in an school office environment
  • Experience of using full range of Microsoft Office Suite
  • Experience of working with young people
  • Customer Service experience

Skills, Knowledge and Abilities

  • Excellent level of spoken and written English
  • Accuracy and attention to detail even in busy periods
  • Ability to work on own initiative as well as part of a team
  • Ability to multi-task and work to tight deadlines
  • A methodical and organised approach to work
  • Outstanding customer service commitment
  • Excellent interpersonal skills
  • Responsible and reliable
  • Enhanced DBS clearance. Suitability to work with children
  • Full driving licence

Personal Attributes

  • Willingness to work non-standard hours when necessary
  • Flexible approach to work
  • Friendly and approachable manner



  • University degree in any discipline
  • Qualification related to welfare or social work
  • First Aid certificate
  • Safeguarding certificate
  • Safer recruitment certificate
  • Fire Safety certificate


  • Experience working in a similar position

Skills, Knowledge and Abilities

  • Ability to speak and write in languages other than English

  • Salary: Competitive
  • Location: Twickenham
  • Division: LAL London
  • Contract lengthPermanent

How to apply

Please ensure that you meet the requirements in the Job Description and Person Specification before applying. You can apply on-line using the link below, or download and complete an application form.

On-line application form

You can apply online by clicking the button below: Apply Online

PDF application form

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Application Form (163kB)