Berlitz London - Academics/Operations


Center Director (direct line reporting), Area Manager of Instruction


The Director of Studies (DoS) position is firmly committed to providing the highest quality service to both external and internal customers. Under the direction of the Center Director, the DoS is responsible for the quality delivery of instruction at the Center and partnering with the Area Manager of Instruction in managing the experience of external and internal customers and the performance of the Center. By ensuring Berlitz standards in implementation of the Berlitz Learning Cycle and the Berlitz Instructor Qualification Program, the DoS actively influences the retention of customers. Together with the Center administrative team, the DoS is in charge of uniform implementation of Berlitz quality standards at the Center.



Customer Satisfaction and Retention
 Work together with the Center Director, all Center staff members, and Area Manager - manage the Berlitz Learning Cycle process at the Center: Placement, Orientation, Counseling/Progress
Reporting, Level Checks, customer feedback, development and delivery of specialized programs and management of student records.
 Work together with the Center Director and all Center staff to present a professional image of Berlitz, greet customers, introduce Berlitz to customers, set goals and expectations, both at the language center and during offsite sales presentations or meetings.
 Manage the integration and use of all components of the teaching programs running at the Center.
 Work together with Berlitz staff to make special programs available to match customer needs. 
 Teach when necessary, any lessons agreed upon with the Center Director, in order to maintain regular contact with customers and to support instructors in their teaching and counseling duties.
 Handle customer queries or complaints in a positive and responsive way.
 Promote Center activities to customers.

Quality of Instruction
 Together with the Center Director & Area Manager, implement and manage the Berlitz Recruitment Process for instructors.
 Manage the ongoing development of Instructors at the Center, providing appropriate support and direction.
 Manage ongoing instructor performance evaluation for all instructors at the Center, according to
Berlitz standards and guidelines, and conduct annual performance evaluation of all instructional staff working together with the Center Director and Area Manager.
 Working together with the Center Director and Area Manager, identify performance gaps and take active steps for improvements in the quality of instruction and service delivery.
 Be fully familiar with the Instructor Qualification Program and Berlitz Kids Training modules.
 Deliver IQP and Berlitz Kids Training according to WW guidelines, as necessary and in liaison with the Center Directors and Area Managers.
 Ensure uniform rollout of new curricula and programs.
 Coordinate skills or product training and additional workshops to instruction and non-instruction staff, using the appropriate method and technology, according to the needs of the Center and in liaison with the Center Director and Area Manager.
 Together with the Center Director and Area Manager, consistently communicate company vision, strategy, and objectives
 Actively seek professional self-development opportunities, with direction and support from the Center Director and Area Manager.

Internal Processes and Financial Perspective
 Under the direction of the Area Manager, work together with the Center Director and Center staff to reach targets, set team-based initiatives, measure and track performance and evaluation.
 Practice the Five Operating Principles and Berlitz Customer Service Standards as a guide to professional behavior and professional relationships.
 Be informed of national work practices, internal work rules, policies and procedures.
 Complete all required documentation: employee records, customer reports, monthly reports, etc.
 Actively support the Center Director in improving financial indicators, working together to manage cost and other operational efficiencies.
 Provide input and recommendations with regard to Center budget, specifically to measures related to and impacted by instruction.
 Maintain and encourage use of Center resource materials.

 Experience in teaching a wide range of clients according to the needs of the Center.
 Proficiency in spoken and written English. (Other language(s) desirable as well)
 Excellent communication, interpersonal and leadership skills, e.g., demonstrated as Instructor or previous DoS.
 University Degree or equivalent.
 TEFLQ Qualification as in line with British Council requirements
 Business qualification/experience desired, but not essential
 Software skills:  Excel, Word, PowerPoint, MS Outlook/Outlook Express, Learner Management Systems (LMS).
 Successful completion of all relevant Manager of Instruction, Center Training Modules, as agreed with the Area Manager and through Training Needs Analysis.
 Two satisfactory references.

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