International Student Advice Manager

London, United Kingdom
£29,000 - £30,000
16 May 2019
End of advertisement period
30 May 2019
Contract Type
Full Time

Location: London Shepherds Bush
Closing date: 30/05/2019
Salary: £29,000 - £30,000
Employment type: Permanent
Department: Operations - Registry & Scheduling - Student Records & Advice


This role is responsible for the supervision, training and development of the International Student Adviser team.  You would be responsible for addressing the support requirements of International Students during their studies at BPP. You will ensure the International Student Advisers deliver outstanding customer service to our students, ensuring our international students have the information and support they need to succeed in their studies.


Key Responsibilities and Accountabilities

  • be the key contact between the Student Adviser Team and the Visa Compliance Team to ensure risks are mitigated and controlled where required with regards to students requiring visas to study and ensure relevant information is disseminated to the correct stakeholders
  • identify and help implement  processes for the systematic reviewing and monitoring of the support requirements of Tier 4 students on University courses
  • Lead the International Student Adviser Team and ensure relevant training is delivered while maintaining your own advice caseload
  • raise awareness for issues affecting international students across BPP and improve information, advice and guidance
  • develop an effective international student induction and supporting materials
  • ensure the wider Student Adviser Team are trained and aware of relevant immigration changes affecting our international students
  • provide an effective and innovative customer service experience for our students, with both a reactive and a proactive approach to supporting international students in their progress through our programmes
  • lead the delivery of advice and guidance to international students on immigration issues including Tier 4(General), PBS dependents, Student Visitor Visas and post-study work options,  to OISC Level 2 or higher
  • lead the delivery of advice and guidance to international students on a range of welfare issues including, but not limited to, fees and funding, housing, dependents rights in the UK, health and welfare
  • work as part of the Advice Team to share knowledge and experience with other members of the Student Adviser team to ensure a high level of service is maintained
  • develop effective processes to obtain accurate and up-to-date information from other departments  which enables effective guidance to students, and to ensure that all student queries are dealt with appropriately by the right members of staff
  • effectively track international student queries to identify service trends and monitor the performance of International  Student Advisers
  • provide information, support and advice on non-academic queries for all BPP students (including but not limited to university policies and procedures, finance and funding, health and welfare, societies, accommodation and learning support) and liaising with the appropriate departments where necessary
  • proactively make suggestions for improvements to the service offered by the Student Adviser Team, and work on the implementation of changes where required
  • represent the Student Adviser Team as required at meetings and events, including student induction days and open days, and specifically support the organisation and operation of orientation events for international students
  • maintain an awareness of current developments in relevant areas, and of developments in the practices of peers and competitors
  • develop expertise in using the Student Information System for a variety of tasks
  • to support registration activities as directed  including temporary student registration, collecting and/or producing ID cards where required, scanning documents
  • and perform from time to time such other duties as may be consistent with the post.

Skills, knowledge, qualifications:

  • A degree or equivalent professional qualification preferred, however applications from candidates with appropriate and relevant work experience or other equivalent qualifications will also be considered.
  • Previous management experience is preferred but not essential  
  • Outstanding understanding of immigration and student support issues relating to international students
  • Ability to demonstrate  administrative process improvement and outstanding customer service experience
  • Able to demonstrate strong planning and organisational skills
  • Confident in using and providing basic training on IT systems
  • Confident in presenting to large audiences
  • Ability to use MS Word, Outlook, Excel, PowerPoint
  • Ability to construct professional email/written communications
  • Experience in dealing with people from a range of cultural backgrounds
  • Ability to set own goals in addition to achieving given targets and deadlines
  • Ability to communicate with students and staff in a helpful and professional manner
  • Confidence in dealing with difficult or sensitive situations
  • Good organisational and time management skills
  • Good understanding of the HE environment
  • Enjoys organisation, process, systems and improving customer service
  • Self-motivated with an ability to thrive under pressure
  • Good oral and written English language skills
  • Comfortable working within a busy, demanding organisation with a number of different locations and adaptable to change
  • Please note that evening and weekend shifts will be required, as well as travel to other sites

Please note that the successful candidate will be required to undergo a DBS check

International Student Advice Manager

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