Key Performance Indicators

• Ensure highest level of accuracy
• 100 % compliance to 24 hour (48 hours during summer) TAT in new bookings
• Timely submission of periodic reports
• 100% compliance to established SOPs
• Complete ownership of region

Task List 

• Provide appropriate level of escalation of the issues regarding team or admission to competent authorities for resolution
• Take ownership of the pre-arrival process for region assigned, ensuring all information is sent and received prior to arrival
• Maintain and enhance relationships with agents
• Ensure that student information is clear for the schools
• Ensure all British Council guidelines are adhered to for under 18 students
• Be able to manage workload and handle high volume of requests throughout the busy periods
• Follow SOPs and protocols for all admission process. Process enrolments within the agreed SLA
• Accurately calculate refund and respective refund file
• Liaise with agents, students and internal stakeholders throughout the student journey
• Provide agents/students with clear and concise confirmations and visa documents
• Prepare and maintain daily/weekly/monthly reports as required
• Display and maintain highest standard of service excellence in terms of handling internal and external enquiries at all times
• Timely follow up with Agents and Students for the required details and documents
• Proactively participate in meetings, offering suggestions on how to improve the efficiency of the department
• Actively participate in receiving trainings and provide support to other team members when required
• Other tasks as assigned by the Team Lead

Malvern House Values:

• Integrity: A Reliable Partner – Trusted and Assuring
• Customer Focus: Customer Centric – We Care & Support
• Accountability: Responsibility – We take Ownership
• Resilience: Determination – Failure is just another start
• Excellence: Quality & Professionalism – Exceed the Expectations