Student Services Manager

5 - 7 years experience  • 

Salary depends on experience
Posted on 03/21/18
Mesa, AZ
5 - 7 years experience
Salary depends on experience
Posted on 03/21/18

Role and Responsibilities

To ensure that the customer experience at CAE Oxford Aviation Global Academy consistently exceeds all customer expectation through implementation of first class customer care initiatives, practices and procedures. Primary interface for customers with day to day responsibility for student housing, student administration, student welfare, graduation events, customer feedback and all front of house activities. Provides leadership to the Customer Service department, inspiring, coaching and managing employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

LEADERSHIP

  • Lead local Customer Services in providing a wide range of services and through developing a first class customer service culture
  • Supervise and manage the team responsible for Customer Services. This includes setting objectives, coaching and developing talent and establishing and maintaining Key Performance Indicators (KPIs)
  • Develop a positive, open and welcoming professional relationship with all customers of COAA (internal and external)
  • Develop a highly motivated and professional team
  • Contribute personally to customer support tasks which require a high level of responsibility and attention to detail
  • Create a professional and welcoming front of house experience maintaining high levels of housekeeping

STUDENT WELFARE

  • Help achieve good standards of student discipline and behavior and to become personally involved in student behavioral issues when required
  • Ensure effective dissemination of information to students/reinforcing company policy when required
  • Assist with transportation and housing arrangements where required and if necessary

ADMINISTRATIVE SUPPORT

  • Co-ordination of customer joining information including uniform, bags, equipment, name badges, visa information, facility information
  • Co-ordination of course welcome and arrival arrangements
  • Co-ordination and participation of student departure briefings
  • Ensure all arrangements are in place to ensure smooth transfer of students to other flying bases (where applicable)
  • Responsible for preparing, processing, auditing and distributing student training records
  • Co-ordination and planning of all student examinations
  • Effectively processing licence applications in accordance with regulatory requirements
  • Timely preparation of student final reports
  • Responsible for the management of existing Training Services Agreements; including adherence to terms and conditions, coordinating invoicing, credit control, renewal, etc

CUSTOMER RELATIONS

  • Ensure all customers are familiar with the COAA customer feedback system
  • Ensure all customers are familiar with the COAA corporate complaints procedure
  • Develop excellent customer relations through provision of onsite assistance to resolve issues/problems
  • Ensure all customer areas are well presented and high standards of housekeeping maintained
  • Organizational requirements for Graduation Ceremony

STUDENT ACCOMMODATION

  • Provide sufficient housing to meet the business need through effective forecasting, planning and resourcing
  • Manage external properties effectively ensuring high occupancy at all times
  • Negotiation of tenancy terms with external landlords in collaboration with Facilities and GSS – final legal agreements to be signed by Center Manager
  • Ensure compliance with appropriate regulations – e.g. local authority, health & safety, hygiene etc – in collaboration with Facilities
  • Maintain housing environment to highest possible standards of cleanliness and presentation in collaboration with Facilities
  • Support building and refurbishment projects throughout the accommodations

SELECTION

  • Coordinate and organize selection process for student intake in line with the COAA selection process
  • Ensure proper staffing for selection in line with student selection forecast and in collaboration with Sales

QUALIFICATIONS & SKILLS

  • Strong customer focus and service ethos
  • Positive, enthusiastic, goal orientated individual
  • Highly organized, team player attitude
  • Excellent communication skills(verbal and written) and interpersonal skills
  • Ability to communicate effectively at all levels
  • Ability to work without immediate supervision whilst displaying both initiative and flexibility
  • Flexibility to adapt both attitude and approach with understanding of cultural differences
  • Proactive and responsive approach to handling customer service issues
  • Proficient skills in using Microsoft office including Word, Excel and PowerPoint
  • Fluent in English

MINIMUM EXPERIENCE REQUIRED

  • Minimum of 5 years supervisory experience in a hospitality or Customer Service environment
  • Minimum of 2 years managerial experience in a similar role
  • Knowledge of Asian/other culture is a plus
  • Knowledge of Chinese language is a plus
  • Sales experience and/or experience in aviation industry is a plus
  • Experience in working with students in an educational environment is a plus
  • Previous recruitment/selectionexperience is a plus

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