Call Centre Representative

Job title: Student Services Officer, ILSC HELLO

Location: Remote (based in BC, Ontario or Quebec)

Overview of role

ILSC Language Schools (Canada, Australia, India, and Online) are amongst the largest and fastest-growing language schools in the world, known for the quality, rigor and variety of programs that are tailored to best meet international student needs and interests. The ILSC HELLO Student Services Officer supports the Student Services Manager in ensuring the ILSC mission of a transformative learning and living environment for students and staff is consistently upheld at the online college. Working closely with the Academic Director, Online Programs, the Student Services Officer is responsible for all aspects of student administration and back-end support. The Student Services Team works closely with the Academic and Pathways Teams to support the enrolment needs of current, prospective, and former students.

Job Duties

The duties of this position include, but are not limited to:

• Ensuring the smooth delivery of and consistent outcomes for academic administrative operations
• Communicating effectively with students
• Helping students with questions and problems and/or leading them to the correct department
• Supporting agents by answering calls, responding to questions about current student status and providing course information
• Managing student placements in the SMS and LMS within operational constraints and preparing for new student intakes
• Programming Odyssey (SMS) across all campuses with session programs, courses, and classes
• Ensuring standardized coding for all classes (in agreement with all campuses and IT requirements)
• Facilitating student extensions
• Liaising with the Academic and Pathways Teams for consultation on specific cases
• Supporting online and local teams with the weekly orientation process for new students (including pre-arrival checks and communication, Day One Orientation, and late-comer follow-up)
• Generating and distributing weekly student intake reports with starters/returners
• Ensuring all relevant student information is accurately stored in the system (e.g., intake tests (PROLAs), enrolment documentation, special notes)
• Supporting students online by advising on aspects such as cultural acclimatization and general academic issues
• Actioning student requests sent through e-Services or redirecting to appropriate teams
• Supporting the Academic and Pathways Teams with Attendance Reports, Progress Reports, Warning Letters, and ITRs processes
• Issuing Academic Enrolment Letters as requested
• Continually reviewing and improving processes and procedures, including embracing innovation from both internal and external sources
• Keeping up to date with industry trends and sector shifts and innovations
• Collaborating with ILSC Group’s national and global leadership teams as appropriate
• With the Academic Director and other management team members, developing and delivering on the college’s directions, plans and KPIs
• Liaising with and supporting other departments within ILSC Education Group, in mutual support of the school functions, including, but not exclusively, advisors, registrars, accommodation and sales
• Assisting the Academic and Pathways Teams with other assigned tasks
• Other related duties or projects as determined by the Academic Director, Online Programs
• Facilitating financial intervention and problem-solving when required
• Assisting the manager & academic director with assigned tasks
• Attending general staff and team meetings and training sessions as assigned

Selection Criteria

• Experience working in an international college and/or school
• Demonstrated customer service skills
• Outstanding organizational skills
• Proven project management skills and the ability to manage multiple tasks simultaneously
• Excellent communication and interpersonal skills
• Excellent technical skills (student and learner management systems, Microsoft 365, etc.)
• Ability to work independently and as part of a team
• Fluency in written and spoken English
• A second language other than English (desirable)
• A passion for education and sensitivity to the cultural and language issues facing our overseas students

Work Hours

• Full-time (37.5 hours), Monday to Friday, with flexible work hours, depending on the candidate’s time zone.
• This position is remote with the potential for flexible work arrangements.
• This position has an immediate opening.

Contact Information

While we thank all applicants for their interest, only applicants who are selected for an interview will be contacted.

About ELS, ILSC & Greystone College

A world leader in language education & vocational training, ILSC Education Group, which opened its first language school in Vancouver, Canada in 1991 and Greystone College in 2002, offers life-changing educational experiences in Canada, Australia, and India, some of the world’s most attractive and popular English-speaking work and study destinations. Since opening its first school in Vancouver, BC, Canada, ILSC has become a world leader in language and career training and has grown to include 8 incredible locations around the world, in Vancouver, Toronto and Montréal, Canada; New Delhi, India; and Brisbane, Sydney, Melbourne, Adelaide and Perth, Australia.

In early 2022, ILSC Education Group joined forces with ELS Education Services, bringing together over 100 years of combined experience delivering life-changing learning experiences to international students. Since 1961, when ELS Educational Services opened its first school in Washington DC, ELS has developed a global reputation for delivering top-quality English language programs. ELS now has the most extensive network of on-campus English language programs and University partners, across the USA.

Our mission is to provide our global community with transformative learning, living and work experiences by offering the finest language, career and higher education programs.

Our Core Values

• PASSION: To enrich & transform people’s lives
• INNOVATION: To evolve through creativity & diversity
• RESPECT: To treat everyone with compassion & dignity
• COLLABORATION: To build community & achieve more together
• INTEGRITY: To act responsibly & ethically in everything we do

ELS, ILSC and Greystone College are committed to providing a barrier-free environment and are proud to be Equal Employment Opportunity and Affirmative Action employers. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

If you need assistance or an accommodation due to a disability, you may contact HR at HR@ilsc.com