Student Services Officer - Accommodation

Location: Greenwich

Salary: £28,089.10 per annum

Contract: Full Time

Benefits: 25 days of annual leave + bank holidays + your birthday off, Pension contributions, Employee Assistance Programme, Death in service benefit, Career development opportunities, Opportunities for professional development and networking, a dynamic and supportive working environment, plus more.

About You

You are a people-focused and highly organised professional who thrives in a fast-paced environment and is passionate about delivering an exceptional student experience. With excellent communication and interpersonal skills, you build positive relationships with students, agents, providers and colleagues, creating trust and confidence at every stage of the learner journey. You can balance competing priorities, work to tight deadlines and resolve challenges with a calm, proactive and solution-focused approach. You have a keen eye for detail, maintain high standards of professionalism and confidentiality, and demonstrate empathy and understanding when supporting students from a wide range of backgrounds. Flexible, adaptable and committed to continuous improvement, you take initiative, make sound decisions and always act with safeguarding and student welfare at the forefront of everything you do.

The Role

The Student Services Officer - Accommodation is responsible for the coordination and administration of student accommodation, welfare support, student services and operational activities within Twin English Centre London.

The role has a focus on accommodation management, ensuring the timely placement, monitoring and quality assurance of host families, residences, hotels and other accommodation providers. The post holder will act as a key point of contact for students, agents and accommodation providers, ensuring accommodation arrangements are suitable, compliant and delivered to a high standard.

In addition, the role will play an active role in operations and student services and welfare activities, helping to ensure students receive an excellent experience throughout their time with Twin. This role ensures a cohesive Student Services team, with all team members trained to support all student services functions.

Working closely with Students Service team members and the Academic, Admissions teams, the post holder will support compliance with Accreditation UK, British Council, safeguarding, health and safety and company standards.

The nature of English Language provision means that periods of the year can be exceptionally busy, and flexibility will be required, including occasional evening, weekend and emergency support. Afternoon, evening and weekend social activity duties will also be part of the role, these will be on a rota basis

Key Responsibilities

Accommodation Responsibilities 

• Coordinate accommodation placements for individual students and groups.

• Ensure accommodation is allocated appropriately based on age, nationality mix, medical requirements, dietary requirements, safeguarding considerations and customer preferences. 

• Liaise with host families, local organisers, residences, hotels and hostels regarding placements and availability. 

• Recruit, onboard and support new host families. 

• Conduct host family inspections, annual reviews and compliance checks.

Operations & Administration

• Coordinate airport transfers, arrivals and departures, ensuring all operational arrangements are delivered effectively.

• Coordinate travel cards, transport requirements and logistical arrangements for students and groups.

• Liaise with agents, suppliers and service providers regarding operational requirements and programme delivery.

• Liaise with the Sales and Admissions teams to ensure accurate transfer of information and smooth delivery of booked services.

• Maintain operational records, databases and management reports.

Student Services & Welfare

• Act as a first point of contact for student enquiries, providing a welcoming, professional and supportive service.

• Support student inductions and orientation programmes, ensuring students are fully settled and informed.

• Ensure students receive accurate information regarding centre procedures, welfare services, safeguarding arrangements and local facilities.

• Monitor student attendance and follow up absences in accordance with company procedures.

• Liaise with academic staff regarding attendance, welfare, behavioural and student progress concerns.

Safeguarding & Compliance

• Promote a safe, supportive and inclusive environment for all students.

• Ensure compliance with safeguarding, welfare, Prevent and health and safety policies.

• Assist with maintaining records required by Accreditation UK, British Council, ISI, QQI and other accrediting bodies.

• Ensure GDPR and confidentiality requirements are adhered to at all times.

• Act as a First Aider and Fire Warden where trained and designated.

Essential Skills & Experience

• Previous experience in accommodation coordination, student services, operations, administration or customer service.

• Strong organisational and planning skills.

• Strong IT skills including Microsoft Office applications.

• Ability to manage multiple priorities and deadlines with a strong attention to detail.

• Experience working in a fast-paced service environment.

Desirable Skills & Experience 

• Educated to degree level, preferably in Tourism, Education, Psychology or Social Work - desirable 

• HSE-recognised First Aid certificate (such as St John's First Aid at Work)- desirable 

• Teaching qualification – desirable 

• Experience within EFL, international education or higher education. 

• Experience of accommodation placement or host family recruitment. 

• Experience of safeguarding and student welfare. 

• Experience using student management or accommodation management systems.

• Additional language skills.

• Full UK driving licence.

Why Join Us?

Twin Group is an award-winning provider of education, travel, work experience, accommodation, apprenticeships and employment services.

Be part of a growing and ambitious organisation, where you will have the opportunity to create new opportunities and contribute directly to Twin's continued growth and success.

The successful candidate must be able to work in the UK.

Twin is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. Successful applicants will be required to undertake a standard or an enhanced disclosure via the DBS, depending on the role itself.

• All gaps in CVs must be explained satisfactorily.

• Proof of identity and qualifications will be required.

• Successful candidates will be required to complete a one-hour on-line safeguarding training prior to commencing employment.

We are dedicated to ensuring that all job applicants and members of staff are treated equally, without discrimination on the grounds of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.

Disability Confident Employer

Disabled applicants should indicate in the Equality of Opportunity section of the application form if they wish their application to be given consideration under the Disability Confident scheme.

If you are invited to interview, please advise the recruitment administrator what adjustment you would require at the interview in as much detail as possible to enable arrangements to be put into place.

We ask all applicants if they want to be considered under this scheme. By opting-in to this scheme, you are disclosing that you have a disability solely for the purpose of the interview guarantee and we will not assume nor infer that you wish to disclose or record your disability in any other way – including any reasonable adjustments you may need if you are employed.

Access to Work Scheme

You can apply for Access to Work if you need support to get back to work. You can apply using the online service or apply by phoning Jobcentre Plus on: Telephone: 0800 121 7479 or Textphone: 0800 121 7579