Job Description Kaplan Student and Client

Job Description
Title:
Kaplan Student and Client Services Team Leader
Department:
KF Glasgow
Primary objective:
To provide support to students and clients, to oversee the CBE facility,
to ensure compliance with regulation for FT students, to support the
Centre Manager with the QV, accounts and admin and to line manage
the customer service team.
Responsible to:
Kaplan Glasgow Centre Manager
Hours of work:
37.5 per week with flexibility to cover the occasional weekend day
Main duties and responsibilities:

Manage the workload of the customer services team

Manage telephone and email enquiries. Where possible convert into sale.

Manage full time students including complete adherence to regulation as set out by the
compliance team. Take responsibility for the retention of these students.

Report on student performance and attendance to clients on a regular basis.

To write the QV, identify and fill any gaps and to convert into timetables as
appropriate.

To manage the exam administration systems and ensure complete compliance with
regulations.

Support the centre manager in accounting issues – raising POs as required, receipting
goods, preparing expenses, dealing with invoicing including sorting out customer
problems, ensuring cheques are banked

Dealing with incoming and outgoing mail and booking a courier as necessary.

Setting up systems with assessment dates, tutor information and any other

Escalate incidents that cannot be resolved, for higher level support in a timely,
accurate and efficient manner ensuring that all details are recorded.

Manage the customer service team, smoothing peaks and troughs in their workload as
far as possible.

Identify potential new clients from enquiries and forward leads on to the centre
manager.

Responsible for any other duties as required in order to effectively help manage the
Glasgow centre.

Carry out apprenticeship review visits as required (expect this will be approximately
one day per week) under guidance. Ensuring paperwork is completed as required.
Competencies:
Communication
Articulates a clear and compelling message
Uses business communication skills and etiquette
Influences, persuades and negotiates effectively
Listens and inquires (vs. advocates)
Communicates assertively and with confidence
Customer focus
Builds customer confidence
Is committed to increasing customer satisfaction
Is knowledgeable about products and services
Assumes responsibility for resolving customer problems
Ensures commitments to customers are met
Solicits opinions and ideas from customers
Is responsive to internal customers
Problem solving & execution
Sets priorities
identifies risks
Change
-
agent
Adjusts priorities to changing situation
Demonstrates organisational agility and versatility
Embraces innovation
Results
-
focus
Prioritises tasks
Overcomes obstacles
Accepts accountability
Kaplan UK is an equal opportunities employer and positively encourages applications from
suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual
orientation, gender reassignment, religion or belief, marital status, or pregnancy and
maternity. If you require any adjustments or additional support within the recruitment process,
please contact us directly.