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.

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

Customer Service Manager

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 a talented Customer Service Manager whose job will be to assist with the smooth running of the school and ensure that there is a high level of client satisfaction at all times.

Summary:

To support the General Manager in delivering customer expectations.

Location:

LAL London

Line Manager:

General Manager

Hours of work/contract type:

37.5 hours per week, permanent contract

 

Main Responsibilities and Tasks:

  • Initiate and finalise quotes for both group and individual enquiries and lend support following enquiries initiated by Student Advisers, the Admissions Team and other parties.
  •  Liaise with all departments in the school to ensure all necessary provision is in place to meet customer expectations.
  •  Liaise with individual customers, International Group Leaders, ETOs and ETAs in situ as required.
  •  Gather market intelligence as directed by the Head of Marketing.
  •  Provide the Marketing Department with regular updates for company media, publications and statistics.
  •  Organise and participate in agent visits and familiarisation-trips.
  •  Monitor and provide reports on school statistics.
  •  Follow up, review and act upon student and group leader feedback.
  •  Support the Marketing Department with promotional campaigns.
  •  Ensure marketing materials are current and available in situ.
  •  Provide support to the Sales and Marketing Departments including brochure orders, booking of and preparation of workshops.
  •  Apply optimum customer service techniques when responding to enquires and complaints from students, host families, group leaders and work agents and other stakeholders.
  •  Support the Operations Department with student arrivals and in arranging emergency appointments and accompanying students as required.
  •  Monitor the quality of service provided to students both inside the school and on outside activities/excursions.
  •  Cover the emergency line on a rota basis.
  •  Any additional duties as required by the business.

 

Person Specification:

Qualifications

(Essential)

  • A Level Standard or equivalent

(Desirable)

  • Degree qualification or equivalent

Experience

(Essential)

  • Experience in a Client Relationship management role
  • Experience in a Sales and Marketing role for a middle sized company or larger
  • Experience of using full range of Microsoft Office Suite

(Desirable)

  • Language School Experience

Skills, Knowledge and Abilities

(Essential)

  • Excellent level of spoken and written English
  • Accuracy and attention to detail, particularly when working to tight deadlines
  • Ability to work on own initiative as well as part of a team
  • Strong Customer Service ethic

(Desirable)

  • Ability to speak and write in key languages other than English

Personal Attributes

(Essential)

  • Willingness to work non-standard office hours when necessary
  • Enhanced DBS disclosure – clear (or willingness to undergo disclosure check)
  • Driving licence