Kaplan Languages Group
Student Services Coordinator
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Kaplan Languages Group (KLG)
Kaplan Languages Group (KLG) is a world-class language education platform operating over 20 schools across 8 countries. We deliver premium academic, professional, and language travel programmes to students from over 140 countries. At KLG, we combine education with financial excellence to support our international growth.
As of 1 May 2026, Kaplan Languages Group (KLG) has transitioned to new ownership under Inspirit Capital. Kaplan will continue to support KLG with some recruitment services for a transitional period, ensuring a smooth experience for candidates.
Location
The post is based in one location (as specified by advert or as per your contract) but may require occasional attendance at other sites within the UK or Ireland.
Reports
This position reports to the Student Services Manager.
Job Description
Objective
The Student Services Coordinator works alongside the Student Services Manager on general customer services, student finance and day-to-day student administration. 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
Customer Service
- To be the first point of contact for the student for all enquiries and to liaise with the appropriate departments
- To provide exceptional customer service to both internal and external customers at all times
- To ensure the smooth running of the reception desk services of the school and to ensure the reception area is kept tidy and well presented
- To take part in the induction of new students, ensuring the induction is delivered with the customer journey in mind
- To ensure all visitors and students are given a warm welcome and receive a positive impression of the school
- To organise refreshments for visitors to the school
- To be helpful and courteous to students and their representatives
Administrative
- To assist the Student Services Manager with all day-to-day student administration, including among others the preparation of welcome & leavers' packs, registration forms, ID cards, student letters
- To agree dates for IELTS exams with students and book the exam
- To ensure post and deliveries are sorted efficiently
- To manage the visitor check in & out system
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Sales & Marketing
- To develop a good knowledge of KI Languages courses and services in order to deal effectively with day-to-day queries from existing and prospective customers
- To proactively sell courses, upgrades, extensions and any other available products to existing and potential students
- To promote social programme events and assist students with booking them
Compliance
- To assist the Student Services Manager with ensuring compliance with all UKVI (IRB in Ireland) regulations including checking and filing all student visa and passports and maintaining up-to-date student contact details on the student database
- To ensure that all students’ attendance is in accordance with KI Languages and UKVI (IRB in Ireland) requirements, that students are aware of those regulations and that records are kept
- To be familiar with all British Council/Education Scotland/ACELS/QQI/TrustED 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
Financial
- To process payments made to the school through the reception till and record all financial transactions accurately
- To ensure revenue for the school is maximized
General
- To deputise for the Student Services Manager in their absence as and when required
- To answer the telephone in a prompt, polite manner and field calls appropriately
- 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
Welfare
- To take part in the 24-hour emergency phone rota if required 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
Safeguarding
- To be aware of who is the Local Safeguarding Officer / Designated Safeguarding Lead (DSL) and who is the deputy DSL in the school
- To be aware of how to identify safeguarding concerns and how to appropriately respond to these
- To complete, in a timely fashion, any safeguarding training assigned to you
- To report any safeguarding concerns to the Local Safeguarding Officer / Designated Safeguarding Lead (DSL) or deputy DSL in the school
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Qualifications
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 processing payments
- Experience in selling products and services
- Experience in visas and compliance
Competencies (in alphabetical order)
- Ability to deal with and resolve a high volume of queries efficiently
- Ability to find and present solutions to problems
- 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
- 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
Special Requirements
The post holder will be required to have a DBS/Disclosure Scotland/Garda Vetting check.
Additional Information
Equal Opportunities statement 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.
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.
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