Job Description

Student Services Manager

EF Auckland, New Zealand

Purpose Of The Position

The Student Services Manager is a pivotal role at our campus. Based at the front desk of our school, you are the first and main point of contact for our EF Sales Offices, students, and suppliers alike. The role encompasses the overall administrative functions for the school and operations including handling local sales and extensions, student visa administration, student support, and student satisfaction.

As the Student Services Manager, you will be responsible for raising overall student satisfaction and welfare by collecting feedback and acting on it to ensure higher outcomes. The role also includes direct management of the Student Services Coordinator, ensuring a consistently high standard of service delivery and support within the Student Services team.

Student Services has a link to all departments and, as it is at the core of the operation of the EF school, no day will be the same.

Duties Include But Are Not Limited To

• Lead the delivery of exceptional student services in a high-volume, fast-paced campus environment.
• Manage the school reception area, ensuring it remains efficient, welcoming, and professional as a key point of contact.
• Oversee front-of-house operations, student intake days, and graduations.
• Monitor, analyse, and respond to student needs across cases, evaluations, and reviews to proactively use insights to continuously enhance the student experience.
• Drive a vibrant, inclusive, and student-centred campus culture by developing initiatives that enhance student satisfaction, engagement, retention, and community connection.
• Manage the visa application process and onboarding of new students by ensuring all booking details are accurately entered and maintained.
• Coordinate the Job Club and internship programmes.
• Develop and manage Student Ambassador and mentorship programmes, creating opportunities for student involvement, leadership, and connection.
• Provide proactive student support and refer students to information on topics such as insurance, healthcare access, wellbeing, and general day-to-day needs.
• Take the School Emergency Phone out of hours as part of a shared roster and respond to or triage calls as required.
• Assist with direct sales enquiries, walk-in sales, and extensions.
• Manage and oversee school social media channels, including content strategy, execution, analytics, and engagement.
• Manage, support, and develop the Student Services Coordinator, including training, coaching, performance management, and day-to-day direction.
• Support recruitment, onboarding, training, and development within the Student Services team.
• Depending on the structure of the school, this role may also directly manage the Activities team and department, including planning, quality, attendance, and financial performance of all student activities.
• Provide any other operational and administrative support to the School Director as required.
  
  

Role Requirements

• High energy with a strong social presence; relationship-driven and student-focused.
• Excellent communication, interpersonal, and networking skills.
• Highly organised with strong attention to detail.
• Thrives in a fast-paced environment; quick thinker and sound decision-maker.
• Flexible, proactive, and hands-on approach; takes ownership.
• Able to work independently and collaboratively within a team.
• Confident, professional, and skilled in conflict resolution.
• Culturally aware; enjoys working with staff and students from all over the world and with varying English language levels.
• Computer literate; comfortable with systems and databases.
• Previous experience leading, supervising, or mentoring staff is preferred.
  
  

EF is committed to safeguarding and promoting the welfare of children and young adults and expects all staff and volunteers to share this commitment. We will require all employees to hold a valid police check.