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

Location:

LAL London, Twickenham, Greater London

Summary:

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:

(Essential)

Qualifications

  • GCSE Maths and English pass or above, or equivalent

Experience

  • 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

(Desirable)

Qualifications

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

Experience

  • Experience working in a similar position

Skills, Knowledge and Abilities

  • Ability to speak and write in languages other than English

Student Services Assistant

Job Description

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 Assistant for our school in Twickenham to assist in the Reception and Leisure area of the school.

Summary:

To support all aspects of the Student Services Department of LAL London.

Location:

LAL London, Twickenham

Line Manager:

Operations Manager

Hours of work/contract type:

37.5 hours per week, permanent contract

Main Responsibilities and Tasks:

  • Be the front of house at LAL London.
  • Provide excellent standard of Customer Service to both students, visitors and fellow colleagues.
  • Meet and Greet students on their first day including a welcome walk of the area.
  • Prepare reception/student lounge before student’s arrival including the projector/music/TVs at the start and end of the day.
  • Opening doors and offices.
  • Organise, promote, sell and lead excursions/tours.
  • Upsell upgrades to current students, assist with walk-ins or general local sales.
  • Operate telephone system.
  • Manage and distribute incoming & outgoing post. Monitor all incoming deliveries and liaise with various courier companies for collections.
  • Deal with visitors, and tradespersons, and ensure all have signed the visitors book and wear a badge.
  • Responsible for the administration of all Social Media Channels.
  • Assist students with our student platform LAL Advantage.
  • Maintain and update message boards with up to date information within the school.
  • Deal with general queries from students, including booking changes, invoices, accommodation changes, welfare issues, leisure or transfers.
  • Printing of student cards, bank letters, welcome letters, certificate and leisure programmes.
  • Receive payment against student invoices and reconcile cash till and bank daily.
  • Sell purchasable items, such as sim cards, phone credits and other services.
  • Stationery and Vending Machine Stock control –re-ordering and counting stock.
  • Process student questionnaires. Update computer spreadsheets.
  • Liaising with sanitation, cleaning, shredding, printing and/or other suppliers when needed.
  • Keep Reception, including the desk clean and tidy. Replenish brochures and pricelist regularly.
  • Prepare students welcome letters and end of course certificate.
  • Be responsible for all leisure risk assessments.
  • To arrange doctor/dentist/hospital/police appointments as required and accompany students as/when required.
  • Assist with the organisation of arrival and departure transfers for students.
  • Support the organisation of the activity programme for students prior to and on arrival.
  • Assist in the organisation of group excursions including hotel bookings and attractions.
  • To source new providers for Leisure.
  • To keep events and excursions on LAL Advantage up to date.
  • Promote activities within the school on social media.
  • Hold the out of hours phone on a rota basis.
  • To perform any additional duties assigned by the Student Services Manager and/or General Manager not detailed above.

Person Specification:

(Essential)

Qualifications

  • Maths and English GCSE pass (or equivalent)

Experience

  • General office administration experience
  • Experience of use full range of Microsoft Office Suite
  • Customer Service experience

Skills, Knowledge and Abilities

  • Ability to work on own initiative as well as part of a team
  • Excellent communication skills
  • Well organised
  • Able to make rational decisions under pressure
  • Responsible and reliable

Personal Attributes

  • Able to meet requirements of job
  • Friendly, courteous, patient and outgoing
  • Willing and responsive
  • Approachable
  • Good telephone manner
  • Good customer services manner
  • Positive attitude
  • Flexible hours required (including weekend)
  • Ability to work longer hours in summer months
  • Enhanced DBS disclosure – clear

(Desirable)

Qualifications

  • Customer Service qualifications
  • University degree in any discipline
  • First Aid certificate

Experience

  • 2 x A-Level pass (or equivalent
  • First Aid certificate

Skills, Knowledge and Abilities

  • Ability to speak and write in languages other than English
  • Full driving license

Personal Attributes

  • Experience of dealing with emergency situations

Head of Administration

LAL Language Centres is a well-established, international English language provider for adults and juniors, forming part of a large German group company. We are looking for a talented, highly analytical and well-organised individual to assume the role of ‘Head of Administration’, whose job it will be to manage and optimise the company’s Human Resources, internal administration including Health & Safety and Insurance, and provide legal secretarial duties.

This is a senior management role and will report directly to the CEO.

Job Title:

Head of Administration

Line Manager:

Chief Executive Officer

Location:

LAL Language Centres Holding, Twickenham

Summary:

Working in support of the management team, to manage and optimise LAL Language Centres Holding Ltd’s Human Resources, internal administration and legal compliance.

Main Responsibilities and Tasks:

  • Be responsible for the company’s full legal compliance with specific regard to:
  • Privacy & data protection
  • Employment law
  • Contractual law
  • Health and safety
  • International corporate and insurance
  • Trademark & Copyright
  • Maintain, update, and enforce the company’s internal policies & procedures
  • Optimise the efficiency and fluency of the company’s administration and time management
  • Research, develop, initiate and execute updates and improvements to the company’s administration
  • Directly oversee and optimise the company’s Human Resource function and staff training

Person Specification:

(Essential)

Qualifications

  • Educated to NQF Level 7

Experience

  • Senior strategic role for a seven figure+ turnover company
  • Comfortable and capable in an international corporate environment
  • Significant cross-cultural experience
  • At least 5 years in similar role

Skills, Knowledge and Abilities

  • Microsoft Office including good knowledge of using and creating spreadsheets
  • High Customer Service ethic
  • A good understanding of UK commercial law

Personal Attributes

  • Able to meet physical requirements of job
  • Highly analytical, thorough, outcome motivated
  • Able to work flexible/unsocial hours
  • Undertake extensive & frequent international travel

Desirable

(Experience)

  • Transferable skills to educational tourism.

Skills, Knowledge and Abilities

  • At least one foreign language
  • A good understanding of international commercial law

Competitive salary offered.

Closing date for applications: Friday 23rd November 2018.

Job Type: Permanent