Operations Officer/accommodation Supervisor - Cardiff, United Kingdom - Celtic English Academy

Celtic English Academy

Verified Company

Cardiff, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

Job Title*:

- **Operations Officer/Accommodation Supervisor

Department - Operations

Reports to - Assistant Operations Manager

Hours - 37.5 per week between Sunday to Thursday

Salary - £21,255.0 per year

VISION, MISSION AND VALUES

VISION

At Celtic English Academy we take care of our students' future as English speakers.

We aim to be a leader in Global education to change the world in positive ways by bringing people together to talk to one another in their shared language.

MISSION

We teach English today so you can start your tomorrow.

We will help our students to communicate more effectively in today's multicultural world, and help them to achieve their goals.

In order to achieve our mission, we aim to create a friendly and caring environment where we can provide a quality service to our students and staff by acting with consistency and showing fairness to all.

VALUES
We nurture minds through education not only in language, but culture and respect with our values:

Caring - _Welcoming, Personal, Encouraging, Friendly, Safe_

Ethical _- Professional, Consistency, Fairness, Experienced_

Listener - _Communicative, Understanding_

Trustworthy - _Stability, Quality, Respected, Value for money, Established_

Innovative - _Growth, Flexible_

Cultural - _Social, Stimulating, Diverse, Multicultural_

The Operations Department is responsible for keeping the Academy running efficiently by performing day-to-day operational activities, including student support, as well as ensuring that our systems, processes and customer service standards are consistently high.

The Operations Department is usually the students' first point of contact once they arrive in the UK/at the Academy. They are also often the last point of contact upon departure.

The Operations department will promise to:

General

Respond to student queries within 30 mins when on rota for MessageBird enquiries.
Respond to ETO's booking enquiries within 24 hours and group proposal enquiries within 48 hours (in coordination with the Groups Manager).
Process all bookings within 24 hours (direct or ETO).
Reception duties including daily student support and customer service communications inperson, according to 4.
Ensure the Fidelo system is accurate, complete and updated on a weekly basis, by every Wednesday, except for under 18 students which must be updated on Mondays.
Provide all office staff with a weekly list of starters, continuers and leavers every Wednesday or Thursday at the latest.
Handling customer complaints/feedback:
Respond to customer complaint/feedback within 24 hours
Followup with relevant stakeholders and resolve within 72 hours, if resolvable.
If escalated to Senior Management, carry out investigation within 1 week and report back to the customer on the outcome (resolution/or future consideration)
Provide a departmental summary, and any supporting documents required, 2 days prior to any Interdepartmental meeting (IDM).

Financial

Arrange to invoice foreign embassies every 4 or 12 weeks per student, according to sponsorship type. For example; weekly invoices to the Saudi Embassy for any invoices to raise; at the end of every term for Kuwaiti sponsored students; other nationality sponsored according to their terms.
Send students/ETO partners the acceptance letter and invoice within 24 hours of receiving the student booking.
Send any financial guarantee request letters for sponsored students to the embassy at least 1.5 weeks in advance.
Ensure homestay providers receive payment on time, by liaising with the Finance Department on a weekly basis.

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Submit monthly sponsorship report to the CEO, 2 days prior to any Board meeting.

Accommodation

Make residence accommodation providers aware of arrivals and departures every Wednesday for the coming weekend
Arrange homestay or residence accommodation 4 weeks in advance of the moving in date, providing payment is received or terms are agreed with the customer. If a homestay request is made less than 4 weeks in advance of the moving in date, confirm the accommodation within 48 hours from the request.
Respond to homestay provider enquiries within 24 hours.
Upload homestay provider information and relevant documents and photographs onto Fidelo within 72 hours from the homestay visit.
Collect homestay student's facetoface (or Zoom) feedback on the first week especially if the student is staying with a "firsttime homestay provider".
Homestay inspection visits to be conducted at least once every 2 years for general providers, and every year for those who accommodate under 18s.
Spot check homestay inspection visits with at least 5 homestay providers a year.
Homestay compliance document check to be conducted at least once a year.

Person Specification

1 EDUCATION, TRAINING AND QUALIFICATIONS
1.1 Maths and English at A-level grade C or above - ESSENTIAL
1.2 Full UK