Student Experience Facilitator (Lead)

  • British Study Centres
  • York
  • Apr 16, 2019
Full time Admin-Clerical Customer Service Facilities Other

Job Description

The Student Experience Facilitator supports the smooth operations of the school, with a focus on overall student experience.  The Lead Facilitator has a supervisory role in the School in the absence of the Student Experience Manager.  Duties of the role include, but are not limited to, those listed below.


1. Student Experience

Supporting the implementation of the BSC groupwide strategy in relation to student experience to ensure that our customers are at the forefront of everything that we do at BSC, specifically:

  1. Acting as the first point of contact and advisor for all students and visitors to the School, ensuring they are all dealt with in a courteous and professional manner, providing the necessary advice and assistance, and effectively dealing with any requests and feedback
  2. Continuously evaluates and identifies opportunities to drive process improvements that positively impact the student experience including management of Student Ambassador Program
  3. Identifying opportunities to grow NPS within the School
  4. Following up on NPS feedback surveys within the agreed SLA’s. ensuring that corrective action is taken where necessary
  5. Supporting the Monday morning arrival experience in line with Great Things Start Here initiative
  6. Dealing with all escalated student welfare queries and problems quickly, discreetly and efficiently and to the satisfaction of all concerned
  7. Ensuring a robust social and activity programme is in place, providing a revenue stream to the school
  8. Actively participating in the group wide calendar of events, celebrating major annual public holidays in the locations of both BSC schools and our students
  9. Ensuring the school fulfils its duty of care to students
  10. Meeting Group Leaders on arrival to ensure all elements of the stay are in place as expected
  11. Ensuring the appropriate organising of all ‘extras’ including social programme, bus passes, excursions, transfers etc.

2. Financial & Administrative Management

Supporting the day-to-day the smooth running and financial health of the school, specifically:

1.      Ensuring that all administration areas of the business run effectively and efficiently

2.      Supporting the effective day-to day management of the school’s administration processes.

  1. Providing general administrative and record keeping support for the School as requested by the Student Experience Manager or Director of Studies
  2. Assisting with the collection of monies owed by the student as informed by Finance following company policy and procedure
  3. Working with the Student Experience Manager to generate and convert walk-in students
  4. Maintaining an up to date and accurate knowledge of school rules and policies, British Council guidelines and relevant welfare issues to ensure colleagues and students are given correct information at all times

7.      Liaising with central accommodation team to ensure that the provision of student accommodation is of a high standard and in sufficient quantity to meet growing demand.

8.      Managing all cash transactions in compliance with BSC group standards as directed by the Finance Team

9.      Responsibility for actively monitoring student numbers and activity at the school and ensuring all space is effectively optimised

10.   Liaising with Finance Team regarding students’ accounts and any other financial matters.

11.   Ordering stock, stationery & other school supplies as necessary, within the delegated authority levels

12.   Supporting the efficient administration of course bookings and student records

  1. Completing any other related duties as assigned by School or BSC central and support teams

3. Marketing & External Communications

Supporting the Student Experience Manager to ensure that the school operates effectively as a member of the British Study Centres group, taking maximum advantage of the market opportunities and development potential available, specifically:

1.      Dealing with or redirecting as appropriate all enquiries received, within the agreed BSC SLA’s, so as to promote the school and generate business.  

2.      Hosting agent visits and fam trips when required

3.      Implementing local marketing activity, at the direction of Central Marketing, in order to maximise direct non-agent bookings from the local area.

4.      Ensuring the Welcome Hub areas are well presented and promotional material is displayed at all times.

4. Facilities & Resources Management

Local responsibility for management of the school’s facilities and resources within the limitations of agreed budgets, specifically:

1.      Responsibility for the ensuring good maintenance of the school’s premises and ensuring the learning environment is safe and secure.

2.      Responsibility for ensuring that student resources are appropriate, up to date and in good condition.

3.      Responsibility for ensuring that the school complies with all legal requirements deemed necessary by the appropriate regulatory bodies.

5. Student Accommodation & Welfare Services

Local responsibility for the effective management of the school’s student accommodation and welfare service, specifically:

1.      Act as the primary named person for dealing students’ personal problems

2.      Supporting the local management of the school’s student accommodation activity so as to achieve smooth running and optimum financial performance

3.      Dealing with all student welfare queries and problems quickly, discreetly and efficiently and to the satisfaction of all concerned.  Keeping appropriate records and passing on information to relevant parties.

4.      Ensuring that students have access to all required information after they arrive at the school by means of the orientation, learning file, school notice board, members of team etc.

5.      Being prepared to handle queries and calls when on evening/weekend duty; this involves having the weekend handbook and mobile phone at all times when on call.

6. Safeguarding

To act as the Deputy to the Designated Safeguarding Officer. The role includes:

1.      Receiving information about events that are planned in British Study Centres that may involve young people or vulnerable adults, and plans that indicate how safeguarding will be covered

2.      Receiving information from any colleagues, volunteers, children, parents or carers who have child safeguarding concerns and record it

3.      Assessing the information promptly and carefully, clarifying and obtaining more information about the matter as appropriate

4.      Consulting initially with a statutory child safeguarding agency to test out any doubts or uncertainty 

5.      Making a formal referral to a statutory child safeguarding agency or the police

6.      Recording statements from any team member who feels that a young person has indulged in inappropriate behaviour or made sexually suggestive comments or approaches 

7.      Maintaining appropriate records of any welfare issues and passing on information to relevant parties (e.g. agents) 

8.      Recording statements from any member of the team who feels that a young person has indulged in inappropriate behaviour or made sexually suggestive comments or approaches

7.  Role Specialism

This role may include an additional specialism in (select if applicable)

Safeguarding & Compliance



Activity Leader