Description
As Service Manager you report to the Centre Director and assume overall responsibility for the delivery of service and educational experience for the Students in your Centre. In essence, you are the ambassador and leader of educational excellence in your Center.
You’ll be responsible for leading and managing the Service team comprised of Teachers, Personal Tutors and Receptionists, ensuring that they all provide a consistent premium experience to your Students. This ultimately leads to the strengthening of the Wall Street English brand and brings stability to the overall business through renewals and referrals. Part of achieving this will require you working in synergy with your Center Director and sales team on promoting internal sales from renewal of student contracts and friend and family referrals from current students
As the figure responsible for your Students’ educational success and satisfaction throughout their course, you spend much of your time overseeing each function’s activities, according to Standard Operating Procedures and will suggest improvement opportunities when possible to ensure that levels of service always exceed expectation.
This is a unique and enriching opportunity that will require absolute passion as you coach and train your team to contribute towards changing student’s future.
Qualifications
Essential duties and responsibilities
Includes the following:
1. Lead the Service team and ensure they deliver a premium educational experience to Students
2. Create an environment where students and alumni are inspired and motivated to engage with English in-center, online and in real-life
3. Manage day-to-day Service and guarantee smooth operations
4. Guarantee the learning of Students through quality control and promoting the Wall Street English method
5. Ensure that Standard Operating Procedure is followed at all times to ensure consistency in terms of global brand
6. Teach according to the needs of the center, and lead by example to ensure quality
7. Partner with the Center Director to create a strong partnership between the Service Team and Sales Team, to ensure a premium Student educational experience and achievement of internal sales targets
8. Work with Human Resources to ensure people development strategies to support continuous development, retention and premium results are in place
9. Work with the Corporate Sales Team and ensuring Corporate Students have the same learning experience whether in-center or offsite in company locations by managing these courses.
10. Track, analyse and report Center Service performance and providing solutions for improvement areas
11. Ensure that student satisfaction and learning levels exceed expected benchmarks
12. Promote the Wall Street English method encouraging staff and Students to trust it and use it effectively
13. Control educational standards by teaching Encounters, Complementary Classes, Social Club Activities, First/Second lessons
14. Drive in-center community by managing a monthly Social Club Calendar
15. Drive engagement of staff, students and alumni in complementary informal learning communities using digital tools, social media and in-center promotion
16. Implement new products and systems when required
17. Recruit, train and develop Service staff
18. Motivate and coach Centre staff to provide a premium service
19. Conduct effective meetings with Service and Sales staff according to Standard Operating Procedure
20. Ensure optimum number of staffing and schedule staff according to Student needs
21. Identify key areas of improvement and implement the correct changes
22. Guarantee internal sales through successful application of the Client Fidelity Program working with the Center Director
23. Provide timely and accurate reports to Centre Director and National Service Manager
24. Maintain the Center’s image and IT assets
The above statements are a snapshot of the role and are not intended to be an exhaustive list of all duties and responsibilities required.
Minimum requirements:
- Native or bilingual speaker of English
- University degree
- CELTA or equivalent certificate in TEFL
Nice to have:
- Experience having lived in different countries, ideally as an English Teacher or Director of Studies
- Wall Street English experience as an English Language Teacher is a distinct advantage
- Commercial or sales experience an advantage
Competencies essential for success in the role:
- Interpersonal Skills
- Patient, responsible and empathetic
- Inspiring and supportive to staff and student
- Leadership and motivation
- The ability to develop a team
Experience & Background:
- Two years teaching experience (preferred)
Key result areas / Critical Success Factors
The successful candidate will be able to:
- Ensure a consistently premium online and offline Service and learning experience
- Ensure Student learning is guaranteed
- Meet challenging targets regarding Student Success and internal sales
- Ensure Staff and Students trust the Wall Street English method to guarantee learning
- Lead, motivate and develop a team of people from diverse backgrounds and skills levels
- Together with the Center Director, ensure there is coordination and teamwork across the Sales and Service departments
- Plan and prioritize to ensure both short term and long term Center goals are achieved
