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Accommodation Welfare Assistant

About Kaplan International Languages

Every year, Kaplan International Languages (KIL) helps over 50,000 students from more than 150 countries to develop and improve their English language skills. With a network of schools spanning 6 countries, KIL has the largest presence of any international language school in the English-speaking world. Our schools are in vibrant, sought-after and convenient locations, providing our students with the right environment to achieve their goals. We offer a wide selection of courses from General English and exam courses through to 8-month intensive programs. Our recommendation rate currently stands at 96%.

Kaplan helps individuals achieve their educational and career goals. We build futures one success story at a time. Our core values of Integrity, Knowledge, Results, Support and Opportunity define our company culture and provide the framework for what we deliver to our customers and employees each day. We succeed when our students succeed. All Kaplan divisions, including Kaplan International Languages, share the same Mission and Values as our parent company, Kaplan, Inc.

Location: The post is based in one location (as specified by advert or per your contract) but may require occasional attendance at other sites within the UK or Ireland.

Reports: This position reports to the Accommodation Welfare Manager.

The Accommodation and Welfare Assistant works alongside the Accommodation and Welfare Manager to ensure the best option is available for students staying in our accommodation alongside monitoring the wellbeing of all our students. They ensure all students have the best Kaplan Experience through top quality customer service and by making the welfare and safeguarding of students a priority.

Duties

Accommodation

• To assist the Accommodation and Welfare Manager with seeking out new accommodation and to plan ahead for anticipated numbers and requirements
• To investigate and explore accommodation alternatives and to work closely with the Accommodation and Welfare Manager in the development of the accommodation service
• To assist the Accommodation and Welfare Manager and/or Homestay Visitor with regular accommodation inspections
• To have a good working knowledge of the Accommodation and Welfare department’s weekly task list

Welfare

• To assist the Accommodation and Welfare Manager in their responsibilities regarding welfare, including the safeguarding of under 18s and the Prevent duty (UK)
• To take part in the 24-hour emergency phone rota
• All members of the school team are responsible for all aspects of our students safeguarding and welfare in conjunction with the wider school and company management teams

Administrative

• To assist the Accommodation and Welfare Manager with placing students into suitable accommodation and confirming such placements to students, agents and homestay/residence providers
• To assist the Accommodation and Welfare Manager with the weekly homestay provider payment run
• To ensure students arrival into the UK/IRE runs smoothly - to assist in organising the taxi transfers services and all other services provided by the school e.g. coach transfers, etc.; to meet regularly with suppliers and ensure quality levels are being met
• To keep records of students’ private accommodation addresses and ensure this information is kept up to date and in line with GDPR

Customer Service

• To provide exceptional customer service to both internal and external customers at all times
• To assist students and others with enquiries and requests efficiently and effectively, and to know where to direct those in need of assistance if unable to provide it
• To take part in the induction of new students, ensuring the induction is delivered with the customer journey in mind
• To be helpful and courteous to students and their representatives

Compliance

• To be familiar with all British Council/Education Scotland/ACELS inspection criteria relevant to the department
• To have a good working knowledge and understanding of procedural documents and KI Languages policies relevant to the role
• All employees of Kaplan International Languages have a responsibility for data protection. They are obliged to undertake training and have a duty to adhere to our Data Protection policies

General

• To deputise for the Accommodation and Welfare Manager in their absence if required
• To deputise for the Local Safeguarding Officer and Prevent Lead (UK)/ Locally Designated Liaison Person (Ire)
• To answer the telephone in a prompt, polite manner and field calls appropriately
• To attend quarterly regional meetings
• To be proactive about both your personal and professional development including attendance/completion of all compulsory training sessions and to actively participate in any training offered
• To undertake other duties as deemed necessary by line manager

Qualifications (Desirable)

• 
  Bachelor’s degree

Experience (Essential)

• 
  Experience in administration work (preferably in an ELT environment)
• Experience in working in a customer-facing environment

Experience (Desirable)

• 
  Experience in dealing with and solving complaints
• Experience in dealing with welfare and safeguarding issues
• Experience in processing payments
• Experience in working in an accommodation department

Competencies

• Ability to deal with and resolve a high volume of queries efficiently
• Ability to find and present solutions
• Ability to relate to and build rapport with international students
• Ability to use initiative and make decisions when required
• Ability to work effectively on an individual basis and as a member of a team
• Ability to manage and implement change.
• Excellent communication skills
• Excellent IT skills including MS Office
• Excellent organisation skills and ability to multitask, manage conflicting priorities and meet deadlines
• Exceptional customer service ethos
• High level of patience and approachability
• Strong attention to detail and high level of data accuracy

Please apply with a CV and covering letter. Closing date: 3rd March 2023

Special Requirements

The post holder will be required to have a DBS/Disclosure Scotland/Garda Vetting check

Disclaimer and revision date

This is a non-exhaustive list of the duties of the above role and the person specification of the job holder. The Company reserves the right to amend this document as the needs of the business require.

Revision date for this job description: June 2023

The Kaplan International Languages Difference

Our students learn not just in the classroom, but out in the world through exploration and adventure.

At Kaplan International, we are committed to working in a diverse organisation and strive to provide equality of opportunity for all. We encourage and welcome applications from individuals, regardless of age, disability, sex, sexual orientation, gender reassignment or identity, pregnancy and maternity, race, religion or belief and marriage and civil partnership. If as a disabled applicant (as defined under the Equality Act 2010) you would like to request that your application is considered under our Guaranteed Interview Scheme (GIS) please let us know using this form

As part of our commitment to safeguarding, depending on the nature of the role, successful candidates may be subject to an enhanced Disclosure and Barring Service check.

Applicants must be able to provide proof of eligibility to work in the UK.