2 Customer Service jobs

Residence Night Porter Grade 2 Residential Services, Facilities Directorate Are you customer focused and dedicated to providing an excellent service? Are you adaptable and flexible with good interpersonal and communication skills? Do you know how to go the extra mile for customers? Residential Services provides accommodation for around 8,000 students located at different sites, both on and off campus and we are committed to delivering an exceptional experience for our customers. We are seeking two Night Porters to join our team with responsibility for patrolling some of our residential sites, providing customer service to residents and undertaking general duties such as cleaning and minor maintenance. You will be able to work effectively on your own with minimal supervision but also as part of a wider team. The role also involves driving a Residential Service vehicle so you will also need a full current valid driving licence and recent driving experience. Your hours of work will be an annual average of 35 hours per week over a 52 week reference period, worked on a shift pattern of 4 nights on/4 nights off including weekends. Flexibility is required in order to help us continually deliver a high standard of service to our customers. What does the role entail? As a Residence Night Porter, your main duties will include: • Providing a high level of customer service to residents and visitors; responding to issues in a prompt and professional manner; • Carrying out routine checks across some residences to ensure the security of the sites and its residents and liaising with University Security and Residence Wardens/Sub- wardens regarding any student problems or security issues encountered. Ensuring that any problems/issues are recorded accurately logged and reported to the Residence Manager and other staff as required.

The main duties and responsibilities are as outlined below, although the post-holder may be called upon to perform other tasks and duties as deemed reasonable by the Principal, Registrar and/or Accommodation Officer. Primarily, the post will involve:   SOCIAL PROGRAM COORDINATION DUTIES   Manage and Participate in Open Group Social Programme These duties include but are not limited to the following -   Design, organise and run the social programme for individual students on English language courses. Advertise and manage the administration for full day excursions on Saturdays (and Sundays if required). Promote the programme to new and existing students by attractive notice board displays, on Facebook and CES Online, weekly social program sheet in reception and weekly visits to each class, & informal chats to students. Complete risk assessments, including specific risks, for all activities. For full day excursions include all relevant maps, quests, information sheets and feedback forms to all students. Administer the finances of the social programme effectively and economically to the school, securing approval of the employee’s Line Manager (Principal) for purchases and expenditure. Use Excel to calculate excursion breakeven points. Monitor student satisfaction with the social programme through questionnaires and improve accordingly. Feedback from excursions must be collated. Organise and attend weekly Graduation Ceremonies. Manage petty cash expenses   Manage Summer Closed Group Social Programmes in the summer Design, organise and run the social programme for the separate groups of students (30 lesson, 20 lesson, Young Learners) based on relevant specification in advance of arrival. Liaise with group leaders/agents on such matters before arrival. Promote the programme to students by group social program sheets in reception. Manage the administration and liaison for full day excursions on Saturdays (and Sundays if required). It will be necessary to pre-book most activities (e.g. tennis courts, sports centre) and airport transfers and tour buses well in advance. Source, train and manage suitable social leaders “Yellow Shirts” as required, so that activities can be led at the ratios that meet British Council recommendations. Ensure that “Yellow Shirts” are fully briefed on activities and excursions in writing, so that they can fully inform students of what they are going to see and do, e.g. through coach microphones. Ensure “Yellow Shirts” complete risk assessments for all activities. For full day excursions include all relevant maps, quests, information sheets and feedback forms to all students. Administer the finances of the social programme, both through the social programme leaders and directly, efficiently and economically to the school, ensuring that budgeted expenditure agreed with the employee’s Line Manager is not exceeded. Use Excel to calculate excursion breakeven points. Occasionally participate in social activities as required. Meet and Greet or Wave Off groups of students at airports (normally on Weekends). Manage enquiries, offer assistance to and manage complaints from Group Leaders Manage petty cash expenses   Student Morale Daily visit students’ common room, classrooms and chat to the students. Attempt to ensure English is spoken amongst them. Encourage students to participate in school activities. Pay particular attention to shy or homesick students, gently cajoling them to join in activities.   Social Media Maintain an up-date social media presence on Facebook, Instagram and Twitter locally and working in conjunction with central social media directives.     ADMINISTRATION DUTIES   General duties Welcoming new students, answering their queries and assisting them to adjust to England through helpful, positive advice and attitude. Guiding students to correct areas of the school. Liaising with group leaders and agents, sometimes by telephone. Contributing to student and staff welfare in a caring and efficient manner.  Generally assisting students to adjust to England in a friendly and articulate manner. Dealing with enquiries by email, telephone, fax, post or face-to-face. Undertaking general office duties: Typing letters, documents, reports and faxes, maintaining files. Filing student details. Assist with the care of photocopiers, and fax. When necessary ordering supplies, helping with mail shots, arranging for documents to be sent by DHL, unlocking and securing the building, and other similar tasks as requested by the Principal, dealing with post, arranging postal collections. Participating in the emergency telephone on-call rota as required. Enrolment Processing enrolment applications from email applicants and selected agencies. Performing all duties connected with such enrolments. Responding promptly and positively to enquiries from prospective students. This involves issuing via the computer relevant documents with course and transmitting to the students or agents via post, fax, email and scanner. Informing the accommodation officer of student enrolments, Managing group registrations in CLASS, for example, inputting students’ details, processing documents, scanning and liaison with agents and our Registrar Liaising with group leaders and communication with staff at other school centres. Other Ensuring CLASS records correct and up-to-date at all times Coordinating with Director of Studies in the effective management of attendance and student reports. Ensuring effective and timely management of registration tasks by working closely with the Registrar. Liaising daily with and following guidance and instruction from our Registrar. Cover for the Registrar during his/her absence. Doing feedback on CES Online weekly Managing IELTS enquiries and bookings Selling books and reconciliations Taking enquiries on Facebook and posting to the school Facebook page   Accommodation Duties   Group bookings To match families for designated group bookings with any special student requirements as stated on the enrolment form or as notified to you by the school. To make all family bookings initially by telephone and then confirm each booking in writing. Monitor satisfaction To monitor students' reactions to their families, in part with the help of answers given by students on a questionnaire the school will ask them to complete: to liaise with overseas leaders on problems arising and, as necessary, to discuss any problems with the student and/or his/her family. As you judge necessary, or in response to an overriding directive from the Principal/Accommodation Officer, to move students from families with whom they are unhappy to another family. Communication with host families To notify families in writing on a standard form to be supplied by the school of arrival and departure dates and times for their students and of any changes in such dates and times, as notified to you by the school, except that. notification shall be given by telephone or email when because of late receipt by you of the relevant information, there would not be time to mail a letter.one for the school and one for the person meeting the group at airport/seaport. Transfers . To book taxis as required, to meet students at airport/seaport, using the standard school form to confirm them. To make any special arrangements, as requested by the school, for families to meet student who are travelling to the centres as individuals rather than as members of the groups.To notify families of the centre, or other location, to which students are to go on their first day and the time at which they are to do so. To see to it that families bring their students to the centre, or make other appropriate arrangements, on the first day of their studies. Prospective host family enquiries To deal with enquiries from prospective host families, making appoints for visits. Other Ensuring CLASS records correct and up-to-date at all times Ensuring effective and timely management of accommodation tasks by working closely with the Accommodation Officer. Liaising daily with and following guidance and instruction from our Accommodation Officer. Cover for the Accommodation officer during his/her absence.   TEACHING DUTIES (if teacher qualified)   To be substitute teachers who are sick or on leave as and when required by Director of Studies/Principal paid at teaching rate.   Academic Teaching classes as allocated to you by the Principal/Academic Director. These may be at any level and at any CES location in Leeds.  They may be adults or juniors.  We will of course make every effort to ensure that you are allocated classes in accordance with your preferences, but this may not always be possible. Writing full and comprehensive reports for your main class (the class which you teach first every morning) and any other interim reports when asked to do so by the Principal/Academic Director Advising the Principal/Academic Director of any students who have been misplaced in their level or who need to move up or to move down a level Completing accurate and detailed weekly schemes of work in accordance with the CES Curriculum and Syllabus document and in conjunction with your class co-teacher Any other reasonable duties or tasks as deemed necessary by the Principal/Academic Director       Please note that annual leave may not be taken in June, July or August                The responsibilities of the position vary very much from day to day so a flexible attitude is most important as is the need to be able to work under pressure during our peak summer season when overtime is usually necessary.