Student Services Manager Darwin Navitas is a diversified global education provider that offers an extensive range of educational services for students and professionals including university programs, English language training and selltlement services, creative media education, workforce education and student recruitment. The English Division is Australia s largest provider of English Language training including the provision of English as a second language course for international students with 22,500 enrolments across 18 campuses. The Division is also a leading provider of English language settlement and work preparation programs for migrants and refugees with more than 21,000 clinets in FY11 An opportunity for a full time Student Services Manager, responsible for the management of student services at Darwin has become available. The Student Services Manager will be responsible for the efficient delivery of student services and for providing outstanding customer service to Navitas English students. This position would ideally suit someone who is customer service focused, has high attention to detail, shows initiative and has a warm and welcoming manner. Areas of Responsibility Navitas English Darwin is seeking to recruit a Student services Manager who will be responsible for: Management of student services staff Student homestay and accommodation placements and airport transfers The implementation, monitoring and review of systems and procedures Cost effective and efficient management of student services Counselling of students in relation to student services and accommodation issues Accurate and efficient use of the student management system Client relationship management High levels of student and customer service at all times Selection Criteria Essential Customer service focus with the ability to interact well with people from a wide variety of cultural backgrounds Highly organised with the ability to multitask and prioritise work Excellent written and verbal communication skills Well developed administration skills Demonstrated ability to work as part of a team along with being self motivated and able to work unsupervised Ability to work in a busy environment and ability to complete tasks under pressure and within tight time frames Demonstrated empathy in managing culturally sensitive situations Excellent MS Office skills Excellent attention to detail Desirable Previous experience in an administration management role Knowledge of the ELICOS industry and Australian visa requirements Experience in student accommodation reservations or similar
Cash handling experience Applicants must a valid visa to work permanently in Australia What we offer An attractive remuneration package will be offered to the successful candidate. The Navitas Group offers outstanding long-term career opportunities within Australia and abroad, and is value driven and an equal opportunity employer. Enquiries and applications, including a cover letter, statement addressing all the essential criteria and resume, should be sent to Josie Gawron, Centre Manager and Director of Studies at Josie.Gawron@navitas.com Applications close 5.00pm on 29 August 2016 Page 2 of 2
Position Description Statement Document ID HR 6.09 D128 Old Document ID HR 02.08.03 Responsibility Issue date 23/06/09 Director, Student Services and Experience, ETP Review data 31/05/15 Student Services Manager Issue date Summary of changes 23/06/09 New issue of PDS 04/12/09 Revision of title and rebranding of PDS 29/10/10 Change of template footer to reflect rebranding 31/05/13 Update of position description Reporting Responsible to: Responsible for: Centre Manager and Director of Studies; dotted line to the Director, Student Services and Experience Responsible and accountable for the provision of high quality accommodation and student services. The position will be an employee of NES Pty Ltd and will be responsible for duties associated with both NES and NE Pty Ltd (NE). In this document all references to NES include references to NE. Principal accountabilities 1. Administration and Student Services Management Ensures efficient and consistent administration processes for the NES centre by: liaising with the Director, Student Services and Experience with regards to the implementation, monitoring and review of systems and procedures; handling student and agent enquiries of an administrative nature; developing a sound working knowledge of DIAC rules and regulations for general student counselling regarding enrolments, visas, etc; ensuring familiarity with the Student Management System to monitor and follow up on matters such as student attendance, course changes, holiday requests, accommodation etc; ensuring all student contact and emergency information are collected on day one and monitored weekly and monthly; overseeing administrative related IT matters and liaising with IMT should any issues arise; overseeing centre related property matters and liaising with Property should any issues arise; providing relief reception as required; conduct regular centre student services meetings; complete monthly reporting as required;
. other administration and student services management tasks as required. 2. Student Accommodation Management Responsibility for ensuring a high standard of accommodation services for NES centre students by: recruiting new homestay families for the centre; recruiting new independent accommodation options for students; organising student transfers and placements with homestay families and independent accommodation providers; maintaining manual and database records of homestay families and independent accommodation providers and collect relevant documentation as required e.g. insurance; maintaining manual and database records of students; counselling students and homestay families when required; corresponding with overseas agents/clients in an efficient and timely manner, ensuring that their queries are answered and accommodation/transfer details are confirmed in accordance with company 24 hour turn-around policy; invoicing and receipting of student fees as required; managing all payments to homestay families, independent accommodation providers and airport transfer providers; arranging accommodation changes and refunds as required; monitoring the cost effectiveness and efficiency of the accommodation service and ensuring provision of highest level of service at all times; monitoring client satisfaction and the accommodation service through regular questionnaires and feedback mechanisms; other accommodation management tasks as required. 3. Under 18 Student Management Responsibility for ensuring a high standard of welfare and accommodation services for Under 18 NES centre students by: recruits under 18 carers for the centre and ensures that relevant documentation is collected in accordance with company policy; maintains the manual and database records of carers and collects documentation as required e.g. police certificates; ensures that carers provide appropriate support for under 18 students including those stated in the provision of care and ensures that carers provide regular update on students in their care; supply student services and academic staff with a weekly update of under 18 students who are studying at the centre; ensure that all relevant under 18 documentation is returned by students/agents and complies with company policy; develops a sound knowledge of ESOS regulations for under 18 students and complies directly with company policy and procedure for under 18 students. 4. Financial Ensures accurate and efficient management of the NES centre by: 2
. ensuring debts are collected as per NES s Debtor Management policy; instalment plans and Tuition Protection Schemes are monitored and letters issued as required; ensuring fees are receipted immediately and accurately in to the Student Management System; completing and authorising (within limit) cheque requisitions for expenses incurred at the centre; managing the centres petty cash; ensuring banking and reconciliation is done on a weekly basis. 5. Activity Program Management Ensures the accurate and efficient management of the NES centres activities program (boomerang) by: liaising with the Director, Student Services and Experience with regards to implementation, monitoring and review of systems and procedures; oversee the centre activities program to ensure it offer a range of activities to students which are appropriate for client needs; approves monthly activity programs including new or high financial risk activities; ensures that the centres activities program is cost effective and is financially sound; complete monthly reporting as required. 6. Employee relations Ensures the most effective and efficient management of staff by: developing student services staff - including induction of new student services staff and appropriate career development, training, job motivation, equal employment opportunity and guidance support for staff; managing student services staff personnel issues - including recruitment and selection of centre s student services staff, annual staff performance reviews, and the application of effective performance management for staff; reviewing and restructuring the student services team structure as required, including ensuring maximum staffing levels during morning, break, lunch and post-class peak traffic, and maintaining a universal client first approach during these periods; implementing and modeling high standards of work performance; ensuring fully briefing ongoing and acting successors to this position; day-to-day liaison and communication with students, clients, and other stakeholders utilising a range of authorised communication channels, including official social media sites, in accordance with company policy. 7. Building and Facilities Maintenance Contributes to the maintenance of the NES centre by: ensuring appropriate and costs effective building and facilities maintenance, presentation and security; monitoring cleaning performance on a daily basis to ensure toilets, lunch areas and classrooms are always presented in a good condition; monitoring recycling processes to avoid excessive build-up of material and ensuring that all staff are re-using/recycling all paper; liaising with property and external stakeholders as required. 3
. 8. Records Management and client privacy Ensures accurate and efficient management and maintenance of NES and NE databases and records management by: maintaining appropriate computerised records and databases; ensuring privacy regulations are understood and implemented; ensuring client records and personal information are stored securely according to NES and NE privacy policy; cooperating with other NES and ATTC and NE staff and external agencies in a way which ensures NES and ATTC and NE comply with privacy regulations; 9. Safe Working Environment Contributes to the maintenance of a safe working environment by: maintaining local workplaces that are safe and without risk to health; ensuring relevant occupational health and safety regulations are complied with at local workplaces; overseeing the provision of information, training and supervision necessary to ensure the health and safety of employees at the local workplace. 4