UP Education Limited
Full Time from July 3rd, 2019
Role Purpose:  
International Student Services Team Lead is the person who is responsible for student support services and customer service levels specific to orientation, visa’s, insurance and general student support. 
The Team Lead manages the performance of the team including compliance, workloads and customer service to ensure that its business support processes run efficiently and smoothly.  This is achieved through strong and effective leadership, delegation of work, monitoring progress, providing performance coaching and support, and performance management. 
Key Accountability 
Team Leadership 
  • In conjunction with the Head of International Student Services, build and maintain a team of experienced and high performing student support specialists who operate within a team culture that is aligned to company values. 
  • Provide supervision, support and advice to the staff within the team member 
  • Conduct regular team meetings 
  • Conduct regular one to one meetings with each team member 
  • Handling complex queries and /or escalations to achieve an effective and appropriate resolution for students and wider business 
  • Empowering the team to track and promote high levels of student satisfaction 
  • Managing the day to day operational aspects of the role, to ensure a high quality, efficient and customer centric service is provided to our students and other stakeholders 
  • All processes are documented in consultation with Head of Admissions and update the International Student Services Manual 
  • Provide information and ad-hoc reports for managers when requested, ensuring data is accurate and complete 
  • Ensure all student records including visa and insurance records are accurate and up to date.  This includes working in collaboration with the visa team 
  • Administration of all course changes accurately ensure all data including financial is correct 
  • Develop a set of reports which is readily available to ensure intakes including orientation is successful 
  • Responsible for the paperwork required as part of the Orientation process.  Documents are electronically stored and statuses and dates are correctly recorded this includes arrival, visas and insurance 
  • Ensure the refund process if efficient, accurate and communicated to students and agents, and abides by the Code of Practice along with our Terms and Conditions. 
  • Ensure all shortfall payments are collected in consultation with Admissions 
  • Provide administration and project support to the Director of Student Services and Admissions and Management 
  • Ensure compliance to the Code of Practice  
  • Ensure Terms and Conditions are adhered to 
  • Ensure compliance to Immigration New Zealand re visa and medical and travel insurance 

Continuous Improvement 
  • Conduct regular reviews of documented processes and procedures within and across teams for efficiency and quality, and update these as required 
  • Help build and drive a culture of high performance, professionalism and continuous improvement within the team that is aligned to organisational performance 
Stakeholder Management 
  • Establish and maintain effective relationships with all internal and external stakeholder 
Customer Service 
  • Build a culture of superior customer service for students, parents and agents 
  • Ensure all queries are handled in a friendly and efficient manner, responded to within 24 hours and resolved within 48 hours. Any unresolved matters beyond 48 hours are to be escalated to the Head of the International Student Support Team.  
To be successful you will have: 
  • A relevant administration qualification or equivalent experience and/or education/training 
  • Deep understanding of the Code of Practice for the Pastoral Care of International Students 
  • Extensive administrative/office experience with a thorough understanding of administrative processes and procedures 
  • Background in senior administrative position with the ability to lead, manage and coordinate a professional, high quality delivery from an administrative team 
  • Experience in the tertiary education sector (and vocational education) 
  • Knowledge and experience working with NZQA, TEC, INZ and other Government educational agencies’ requirements and processes 
  • Demonstrated experience in learning databases including the ability to generate reports, ability to use the internet and demonstrated skills in the MS Office suite including Word, Excel and Outlook 
  • Competent user of CRM and Student Management Systems 
  • High level oral and written communication skills with a client focus 
  • Ability to champion and promote change with an emphasis on continuous improvement 
  • High levels of customer service 
  • Excellent accuracy, and attention to detail 
  • High level organisational, and time/priority management skills 
  • Demonstrated ability to communicate well to a diverse range of cultures and personalities 
  • A strong commitment to workplace health and safety 
  • Strong relationship management skills 
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