International Support Officer

Job description

Overall purpose

Working in partnership with Academic Support Officers, Customer Support Officers providing on the ground day-to-day advice and support about all aspects of every day life for international students. The job holder has to coordinate the provision of a high quality administrative service mobile service and advice that that can be provided to international students. To assist international students throughout the year to help raise the profile of the services provided by Regent and support to international students.

Location: London (Great Titchfield Street/ Holborn/ Wembley / Southall)

Specific duties and responsibilities

· This is a full time post carrying a requirement of 40 hours attendance per week to be carried out across all campuses. This role is a mobile role therefore the post holder will not have a dedicated office space.

· The Post holder maybe required to work over the weekends to accommodate international students

· To assist international students in looking for suitable accommodation within London.

· To liaise with Estate Agents and ensure international students get the assistance they need in moving and settling into suitable accommodation, dealing with Landlord queries

· To arrange taxi pick up where required for students that require assistance at the Pre arrival stage, or when they leave for holiday breaks

· Ensuring international arrive back in the UK in time for their classes

· To highlight and escalate any potential issues

· To assist international students in preparing for job interviews and building their CV, helping them find jobs

· To assist international students in opening a bank account in the UK

· To assist international students with registering with the GP

· To assist international students with submitting assignments in the correct manner, ensuring that deadlines are not missed

· To maintain good working relationships with internal and external stakeholders and supporting international students by offering a professional service at their fingertips

· To encourage students and coordinate enrolment and Induction processes for international students

· Arranging for the collection of BRP’s at different sites

· To devise and maintain reliable systems for the collation of statistics, distribution of results and the collection of feedback from colleagues

· To receive and resolve queries from students within 48 hours, providing advice and guidance according to the College’s approved policies.

· To promote good attendance within the allocated campus

· To liaise with other colleagues as necessary to determine the appropriate advice and support for students, including:

o Academic Support Officers (ASO), for all academic related issues;

o Registry team, for unit E data related issues, marks, grades, finishing times, cohort information, etc.;

o Attendance team, to ensure customers are assisted on time with accurate information & guidance, and to respond to ongoing attendance issues.

· To identify and refer students in need of specialist support to the relevant support service, including Student Wellbeing and academic skills support.

· To use the CRM to record all issues raised by students and track response times.

· To undertake appropriate training and professional development, as required for the role and in consultation with your Line Manager

· To set up a booking for international students and staff to book slots with you

· To assist the workflow and work alongside the Compliance assistant and Officers in ensuring international students have the best experience whilst studying at Regent

· To create and run workshops for different events such as Graduate visas, how to look for a job, how to find accommodation in London at different campuses

Person specification: International Support Officer

Area

Essential characteristics and criteria

Qualifications

· Atleast grade B GCSE or equivalent in English

· A Level or equivalent work experience

Experience

· Strong work ethic and capacity for hard work

· Ability to relate well to colleagues and students and other stakeholders

· A professional manner

· Ability to work well as a team.

· Ability to prioritise work under pressure and remain organized.

· Ability to work under pressure and meet strict deadlines.

· Generosity of spirit and a sense of humor

· Willingness to be adaptable and contribute to extra-curricular activities such as Enrolment and Registration

Knowledge and skills

· Excellent interpersonal and organizational skills

· Attention to detail and a good level of accuracy

· Being able to think outside of the box

· A good knowledge of google maps

· Willingness to learn new systems and implement in a manner that will enable you to excel in the role

· Experience of using Microsoft Office package to a high level especially Excel and including the use of Powerpoint, word processing, mail merge databases

· Ability to process and disseminate complex information effectively

Experience and training

· Willingness to undertake appropriate training and professional development

· Experience of office administration

· Experience of working across different campuses

· Bring outside knowledge to apply to the role effectively

· Experience of working with young international students

· Working with outside stakeholders

· Ability to deal with a variety of people from different cultural backgrounds and with varying levels of the English Language

· Ability to deal with, react to , demanding situations in a calm and patient manner and know when to escalate the issues to the Head of UKVI Compliance

Other

· Demonstrates understanding of customer care and a commitment to providing an exemplary level of customer service

· Commitment to continuous improvement

· Proven ability to modify existing patterns of work in response to changing needs and to contribute to the development and improvement of systems

Job Types: Full-time, Permanent

Salary: £30,000.00-£38,000.00 per year

Schedule:

• 8 hour shift

Ability to commute/relocate:

• LONDON: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: One location

Reference ID: International Support Officer