CATS Academy Boston seeks a full-time Student Services Administrator. Located on a beautiful campus in Braintree, Massachusetts, CATS Academy Boston is an independent boarding and day school for 350 students in grades 8-12/PG.

Student Services Administrator is responsible for customer service delivery across the school, they will manage, monitor and coordinate all aspects of the school’s interaction with its clients to ensure the consistent delivery of excellent standards of customer service in all dealings with agents, parents and students. This will include working as a collaborative team across the other schools, you will contribute to the success of each student’s journey throughout their time at the school.

Working closely with the Head of School, you will be responsible for seeking out areas where the school could improve on its service delivery proposition and driving and implementing change. The role will involve coordination and collaboration across multiple departments, working with a large range of stakeholders - students, staff, academics, central teams and department managers.
Requirements

Communication

• Ensure that communication to agents, students, and parents from within CATS Boston is effectively channelled and mediated in order to achieve consistency in speed and quality.

• Provide an effective external and internal communication channel between students, parents and agents and the school, as well as liaison between departments.

• Act as the liaison between relevant school staff and all external clients.

• Ensure external and internal clients are provided with clear and accurate responses to their inquiries.

• Handle and resolve complaints and escalate issues to the Head of School.
  • Manage service issues and complaints and liaise with central staff as appropriate to ensure issues are effectively managed to a successful resolution (e.g. service, welfare, accommodation).
  • Provide a clear and customer-focused summary of the issue resolution to all relevant staff and if appropriate to any external parties (e.g. agent/parent/student).
  • Log all complaints on Shackleton and ensure Complaint log is updated.
• Aim to ensure all issues are responded to within 24 hours with holding email if necessary and no email issue is left for longer than 48 hours with urgent issues prioritised accordingly.
• Help to actively chase parental permissions when required for academics/activities/welfare/ accommodation.

Student Arrival/Departing

• Assist the administration of arriving and departing students.

• Support in the coordination of student induction and registration events, working with other team members to ensure all new students receive a positive welcoming experience.

• Assist students getting acclimated to US environment.

• Conduct a data check for all arriving students to ensure we hold the correct information. Check their Shackleton contact page to ensure we hold the correct contact details for parents/guardians/agents/students. Updating Shackleton where appropriate.

• Ensure students’ accounts (Email/Portal etc) are activated and provide them with a Welcome letter during registration containing their log in details. Help to reset password when required.

• Support Independent Accommodation process, ensuring relevant forms are completed, saved in student file, and uploaded onto the system, adding independent address to Unit-e.

• Establish an alumni network to help promote the school upon departure.

Student Retention (continuers & extenders)

• Ensure that all activities drive student retention and support progression related activities within the school.

• Manage the student retention process and oversee all administrative duties for student continuers and extenders.

• Manage the enrolment process for continuing, extending and transferring students through the Unit-e and Shackleton systems.

• Liaise with other CGS sites to ensure any student transfers are handled well, clearing any transfer requests in advance.

• Manage student wobblies (students who have said they may not continue their studies with us) to ensure the school successfully addresses the student’s issue as to why there is uncertainty.

• Ensure all Wobblies are logged on Shackleton and followed up till student decides to remain or withdraw.

• Manage early withdrawals/expulsion process, gathering withdrawal reasons and uploaded information to Shackleton.

• Document and notify relevant staff to changes to student program of study or other relevant changes to student’s profile.

Compliance and Reporting

• Ensure that all students have correct visa to legally study at the school, that all student documents are scanned and uploaded, and all passport and visa information is inputted into Shackleton.

Data Management

• Providing stats to Head of School when requested by running relevant reports.

• Maintain and manage the archiving of confidential student files.

• Responsible for the maintenance of UNIT-e/Shackleton data for all enrolled students.

• Ensuring the timely entering of all amendments to student records on UNIT-e/Shackleton, in conjunction with accommodation and curriculum staff and notifying all relevant staff members of amendments.

• Conduct an audit and update of all student contact details once a term.
• Verify contact information when its different to the information that was provided at the admission stage.

Administration

• Work directly with Academic team to arrange convalidation of end of semester/year reports for all completing Brazilian students and ensuring convalidated reports are sent to agents.

• Maintain all student files, including scanning and uploading all passports, visas, letters etc. onto Shackleton and save in student folder.

• Issue letters, certificates and other official correspondence to agents, students and parents including certificates of enrolment, visa invitation letters, discipline letters/student contracts and save them in appropriate file and upload them onto Shackleton.

• Process onboarding for all employees through CORI/SORI and other any other platform HR may request.

Qualifications:

• Bachelor’s degree preferred.

Skills

• Excellent interpersonal and communication skills

• Adept at building relationships and managing complex projects as well as driving changes which cut across multiple teams.

• Ability to work independently and as a team.

• Excellent organisational skills and ability to manage conflicting priorities.

• Ability to deal with and resolve a high volume of queries efficiently.

• Strong attention to detail and high level of data accuracy.

• Ability to find and present solutions to achieve customer satisfaction.

• Solid IT skills and ability to navigate a student database system.

• Ability to demonstrate international and cultural sensitivities.

• Ability to work well under pressure.

• Fluent in English (essential) and another language (desirable).

Customer Care Attributes

• Customer driven.

• Builds rapport quickly; friendly and professional telephone manner.

• Provides solutions based on identification and understanding of customer needs.

• Right first time; provides the right solution at first point of contact.

• Takes ownership and accountability through to resolution.

Behaviours

• Excellent team player: contributes ideas for the success of the team, displays a positive, can-do attitude.

• Actively puts forward ideas and recommendations to continuously improve the customer experience or business performance.

• Quick learner; quick to pick up and apply knowledge.

• Resilient; can quickly bounce back from setbacks, keeps positive and maintains focus on the end goal.

• Adaptable and flexible; can cope well with change.

• Efficient and organised.

• Trustworthy, dependable and reliable.

• Passionate about education.

• Willingness to work evenings and the occasional weekend during certain times of the year.