Malvern International is an international education company that specialises in English language provision (in our UK-based schools located in Brighton, London and Manchester), and pathway studies offered on campus with our university partners and in our newly established NCUK Centre in London. The organisation is currently in a period of rapid growth and is looking to employ an experienced Head of Admissions and Compliance to support this growth.

The Head of Admissions and Compliance has overall responsibility for all aspects of the admissions process and visa compliance for all parts of the organisation including EFL and University Pathway courses. The post holder will manage a team of enrolments administrators and support them in ensuring that the processes in place are effective, that excellent customer experience is demonstrated at all times and that conversion rates are high. They will also oversee the relevant financial processes to ensure that invoices are correct and payments are made promptly and accurately.

RESPONSIBILITIES

Leadership

·       Provide leadership to the enrolments team, ensuring that every member of the team is focused on outstanding customer service and is providing accurate information at all times.

·       Line management responsibilities. Provide ongoing support and development with direct reports, and carry out day to day line management responsibilities such as managing annual leave, sickness absence, performance management and appraisals.

·       Work with the Head of Operations to ensure that the admissions strategy is visible across the team, with processes mapped in order to identify potential weaknesses and implement improvements

 Process review and development

·       Ongoing review and development of processes aligned to enrolments, working with the enrolments team, school staff, the sales and marketing team and finance to ensure a clear workflow is in place at all stages.

·       Development of direct sales processes to increase conversion rates from students who connect with the organisation via social media, our website or in person.

·       Regular coaching and development sessions for any staff involved in the enrolments process.

Visas and sponsorship

·       Act as the lead person within the organisation for all visa-related requirements, ensuring that any changes are communicated to relevant staff quickly, with training provided where required.

·       To remain on top of all UKVI legislation changes and to be able to interpret these policies in a way that effectively shapes the admissions strategy and practice.

·       Level 1 user on the sponsor management system (SMS).

·       Flag up all issues in a timely manner and propose potential solutions in line with UKVI policy guidance.

·       Data quality of all visa-related documentation sent to agents or students.

·       Manage all required reports on the Sponsor Management System (SMS), and to work closely with the Executive Team to ensure that all correspondence with UKVI is correct and in line with business requirements.

·       Ensure that admissions documents are prepared for inspection and audit at all times.

Customer Experience

·       Ensure that every member of the team is responding to enquiries quickly, and that all information is accurate first time.

·       Actively seek feedback from agents, students and colleagues to improve the service being offered.

·       Deal with any complaints or concerns quickly and positively.

·       Be the first point of contact for all visa related queries and be able to manage a multitude of requests from external stakeholders.

·       Implement and maintain service level agreements to ensure that all admissions are completed quickly and effectively. 

Finance

·       Work with the finance team to set up and implement processes to ensure that fees and agent commission rates are recorded accurately and that invoices are paid in a timely manner with clear record keeping.

·       Liaise with agents regarding late payment of fees, effectively managing debtors across the organisation.

·       Ensure that all data regarding bookings and payments is accurate and that clear processes are in place to ensure timely payment of commissions.

PERSON SPECIFICATION 

·       Educated to UK degree level or equivalent

·       3+ years experience of managing a team

·       Experience of working in an education environment (ideally EFL or HE), in a compliance and admissions management role

·       Up to date knowledge and understanding of UKVI rules and guidance

·       Experience of managing a sponsor licence for an institution, including all reporting associated with SMS use

·       Experience of managing audits and preparing files for audit by various inspection bodies (including UKVI)

·       Experience of designing and implementing effective business processes

·       Digital literacy – knowledge of student records systems (eg CLASS)

·       Detailed knowledge of UKVI and visa requirements for students

·       Experience of using SMS to issue CAS’ for student visas, preferably as a Level 1 user

·       Experience of implementing processes which impact on customer service/experience.

·       Problem solving skills, with an analytical approach

·       Ability to use initiative and judgement to resolve issues independently

·       Knowledge of key issues facing international students

·       Excellent attention to detail

The role will be based in our London Kings Cross Centre, but some travel to other centres may be required on an infrequent basis.

Please contact Jackie Dawes, Head of Operations, with a covering letter and CV to apply.

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