ALPADIA Language Schools SA
Student Services Manager - Liverpool
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Company Description
This role is with KLG, a global leader in international education. KLG is now owned by Inspirit Capital and continues to deliver world-class educational experiences through its international network of schools and university partners.
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.
Kaplan Language Group (KLG) is a leader in the educational travel sector, helping thousands of customers to realise their dreams of travelling abroad to improve their language skills. For more information on the businesses in the Kaplan Languages Group, please visit Kaplan International Languages, ESL Education and Alpadia Language Schools.
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 School Director, with dotted line reporting to Operations Support Manager UKI.
Job Description
Objective
The Student Services Manager oversees general customer services, student finance and manages 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
Management
- To be responsible for the overall management of the Students Services department including front of house reception staff and services
- To manage the Student Services Assistant (if applicable) and ensure they are appropriately trained
Customer Service
- To take a lead role in improving the student experience as a whole, and to be the link between all departments of the school
- To provide exceptional customer service to both internal and external customers at all times
- To be responsible for ensuring all student services enquiries are resolved quickly and concisely, whilst maintaining a high standard of customer service
- To effectively and promptly resolve areas of concern for students, and to keep accurate records of those concerns and how they were resolved
- To ensure all visitors and students are given a warm welcome and receive a positive impression of the school
- To take a lead role 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
Sales & Marketing
- To proactively sell courses, upgrades, extensions and any other available products to existing and potential students
- To manage local and walk-in business and to refer such business as necessary to other members of staff
- 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 promote internal and external exams and assist students with booking them
Compliance
- To ensure compliance with all UKVI/GNIB regulations including checking, scanning and storing information for all student visas and passports and maintaining up-to-date student contact details on the student database
- To oversee and ensure compliance with all accrediting bodies
- To ensure, in liaison with the School Director, that the school premises and facilities meet current health and safety regulations and are kept in a proper state of maintenance and repair
- To ensure that all students have a working knowledge of emergency, evacuation and health and safety procedures
- To be fully aware of all internal measures of quality and satisfaction and to review these with the aim of ensuring all students have the best possible Kaplan Experience
- 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
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Financial
- To manage all relevant financial returns ensuring they are produced on due dates, accurately and to specification
- To monitor expenditure according to budget and report on variances
- To ensure that suppliers deliver quality whilst remaining cost effective
- To be responsible for collecting outstanding fees
- To ensure revenue for the school is maximized
HR
- To ensure effective staff recruitment, retention and attrition as and when necessary, and to ensure that recruitment procedures are adhered to
- To ensure that all staff are fully and properly inducted and that they have operational knowledge of procedural documents and KI Languages policies relevant to their role
- To have a good working knowledge of managed staff job descriptions and procedures associated with their role
- To liaise with the School Director on matters of staff pay, holiday, sickness and other related HR issues
General
- To answer the telephone in a prompt, polite manner and field calls appropriately
- To attend quarterly regional meetings
- To ensure that equipment is functioning properly and to liaise with IT about technical problems
- 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 manage
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
Each school must maintain a clearly defined safeguarding structure, consisting of a Local Safeguarding Lead (LSL) and at least one Deputy LSL.
The LSL has overall responsibility for safeguarding leadership, decision-making and external liaison. Deputy LSLs provide operational support and act in the absence of the LSL.
The School Director retains ultimate accountability for safeguarding within the centre.
Local Safeguarding Lead (LSL)
The Student Services Manager is the appointed Local Safeguarding Lead (LSL) for the centre and holds primary responsibility for safeguarding leadership.
This includes oversight of safeguarding culture, policy implementation, incident management, and liaison with external agencies.
- To assume the role of Local Safeguarding Officer / Local Safeguarding Lead (LSL) in the school
- To work with the school’s management / administration team to ensure safeguarding is at the heart of the school’s ethos and that all staff are supported in knowing how to recognise and respond to potential concerns
- To liaise with the School Director to keep them informed of any safeguarding issues within the school, especially ongoing enquiries and police investigations
- As required, to liaise with the LADO (Local Authority Designated Officer)
- To keep detailed, accurate and secure written records of safeguarding concerns
- To liaise with staff on matters of safety and safeguarding and when deciding whether to make a referral by liaising with relevant agencies.
- To refer cases of suspected abuse to the relevant external body and follow up on these referrals as appropriate
- To keep your knowledge and skills up to date via online training, e-bulletins, opportunities to network with other LSLs, and attend locally arranged briefings as appropriate
- To ensure all staff are familiar with the company’s safeguarding policy, understand their own safeguarding responsibilities, and are able to carry out these responsibilities
- To act as a source of support, advice and expertise for staff on safeguarding matters
- Maintain clear visibility and accessibility for students and staff as the safeguarding point of contact
- Ensure timely decision-making and escalation for all safeguarding concerns
- Oversee the accurate, confidential recording of all safeguarding incidents
- Lead regular safeguarding briefings and staff awareness
- Ensure safeguarding responsibilities are embedded across all departments, not limited to Student Services
- Conduct regular reviews of safeguarding practice, identifying risks and areas for improvement
- Ensure appropriate handover of active safeguarding cases during periods of leave or absence
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Cover and Escalation Arrangements
A safeguarding rota must be in place to ensure that a trained LSL or Deputy LSL is available at all times during operational hours.
In the absence of the LSL:
- The Deputy LSL assumes full decision-making responsibility
- All safeguarding concerns must continue to be recorded, reported, and actioned without delay
- The School Director must be informed of serious incidents or escalations
- Where neither LSL nor Deputy LSL is available on-site, escalation procedures and emergency contacts must be followed in line with company policy.
Safeguarding Case Handover
In advance of any planned absence, the LSL must ensure that all active safeguarding cases are formally handed over to a named Deputy LSL or School Director, with clear documentation of status, risks, and required actions.
Qualifications
- Bachelor’s degree
- DELTM or equivalent
Experience (Essential)
- Experience in administration work (preferably in an ELT environment)
- Experience in dealing with and solving complaints
- Experience in selling products and services
- Experience in working in a customer-facing environment
Experience (Desirable)
- Experience in British Council/Education Scotland/ACELS inspections
- Experience in management in EFL (or similar educational environment)
- Experience in managing a budget
- Experience in processing payments
- Experience in producing financial reports
- Experience in visas and compliance
- Experience in working towards financial goals
Competencies (in alphabetical order)
- Ability to deal with and resolve a high volume of queries efficiently
- Ability to demonstrate safe recruitment practices leading to the hiring of exceptional staff
- Ability to find and present solutions to problems
- Ability to manage and implement change
- Ability to manage performance and development of staff
- Ability to motivate others to achieve goals
- Ability to promote the school and KIL services
- Ability to
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