Job Description Title: Kaplan Student and Client Services Team Leader Department: KF Glasgow Primary objective: To provide support to students and clients, to oversee the CBE facility, to ensure compliance with regulation for FT students, to support the Centre Manager with the QV, accounts and admin and to line manage the customer service team. Responsible to: Kaplan Glasgow Centre Manager Hours of work: 37.5 per week with flexibility to cover the occasional weekend day Main duties and responsibilities: Manage the workload of the customer services team Manage telephone and email enquiries. Where possible convert into sale. Manage full time students including complete adherence to regulation as set out by the compliance team. Take responsibility for the retention of these students. Report on student performance and attendance to clients on a regular basis. To write the QV, identify and fill any gaps and to convert into timetables as appropriate. To manage the exam administration systems and ensure complete compliance with regulations. Support the centre manager in accounting issues – raising POs as required, receipting goods, preparing expenses, dealing with invoicing including sorting out customer problems, ensuring cheques are banked Dealing with incoming and outgoing mail and booking a courier as necessary. Setting up systems with assessment dates, tutor information and any other Escalate incidents that cannot be resolved, for higher level support in a timely, accurate and efficient manner ensuring that all details are recorded. Manage the customer service team, smoothing peaks and troughs in their workload as far as possible. Identify potential new clients from enquiries and forward leads on to the centre manager. Responsible for any other duties as required in order to effectively help manage the Glasgow centre. Carry out apprenticeship review visits as required (expect this will be approximately one day per week) under guidance. Ensuring paperwork is completed as required. Competencies: Communication Articulates a clear and compelling message Uses business communication skills and etiquette Influences, persuades and negotiates effectively Listens and inquires (vs. advocates) Communicates assertively and with confidence Customer focus Builds customer confidence Is committed to increasing customer satisfaction Is knowledgeable about products and services Assumes responsibility for resolving customer problems Ensures commitments to customers are met Solicits opinions and ideas from customers Is responsive to internal customers Problem solving & execution Sets priorities identifies risks Change - agent Adjusts priorities to changing situation Demonstrates organisational agility and versatility Embraces innovation Results - focus Prioritises tasks Overcomes obstacles Accepts accountability Kaplan UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. If you require any adjustments or additional support within the recruitment process, please contact us directly.
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