Position: Client Care Assistant (Maternity Cover)
Contract: Fixed Term (Maternity Cover)
Department: Au Pair in America
Reporting to: Business Development Manager
Location: Kensington, London
Over 4,000 young people from over 60 countries around the world choose to work and study abroad with the Au Pair In America programme every year.
Participants live with a host family in America for a year in exchange for assisting with childcare. The programme is coordinated by local community counsellors in the USA who provide general support and social and cultural activities for au pairs and host families. Our London office recruits the au pairs and our Connecticut office recruits host families for the programme.
The London office manages the au pair recruitment through marketing and management of a worldwide partner network; and the screening and processing of au pair applications; and the placements, flights, visas and payments.
Au Pair in America is a division of The American Institute for Foreign Study, which was founded in 1964. Since then, over 1.6 million students have participated in our educational and cultural exchange programmes, including Au Pair in America and Camp America.
Job Summary/Main Purpose
To provide support to programme applicants, answering enquires, assessing requirements and putting them in touch with colleagues, partners and interviewers as appropriate. Communications support to team members; peer support and holiday cover for other Assistants; and to provide operational and project support for the department and to the Business Development Manager.
Job Responsibilities
* Effective performance of the Client Leads and Registrations function including providing data and insight to colleagues, target achievement, maintaining operational/quality standards, and delivering high customer service levels
* Providing support for the Direct Interviewer, Marketing and Operational teams, by:
* triaging leads and enquiries across all communication channels, including WhatsApp, telephone, social messaging, etc,
* recording contact and assisting with, resolving or forwarding queries as appropriate
* recording outbound contact with prospective participants
* Outbound support to applicants to ensure high conversion rate to the programme
* In liaison with Placement team, keep up to date on visa guidelines according to latest changes (NIE, court order, DOS regulations, etc), keep applicants, interviewers and overseas partners informed, answer queries.
* Conduct applicant interviews and assesments
* Daily monitoring of the Clients@ inbox; cover for other inboxes as required during colleagues' annual leave, provide daily updates to colleagues on activity
* Participation in team meetings and timely completion of required deliverables
* Participation in events; flexibility to travel within the UK and/or abroad as required; confidence in presenting
* These duties are not intended to be exhaustive, there may also be areas which are handed over to colleagues and further duties to assume.
Skills Required
* Experience working in the travel, hospitality or higher education sectors; international or intercultural experience is a plus
* Previous experience with youth market audiences highly desirable
* Fluency in English is essential and competency in another language is desirable: Spanish, Italian and French are most useful for this role
* Solid experience and confidence in making outbound calls and handling a high volume of phone based and email customer engagement
* Commitment to quality, flexibility, good interpersonal and customer service skills
* Good organisational and administrative skills
* Good grasp of marketing principles and presentation skills
* Proficiency with Microsoft Office, booking systems, and Dynamics/HubSpot or similar
* Good, clear verbal and written communication skills and numeracy
* Strong attention to detail
* The ability to work collaboratively and positively as part of a team
* Self-starter and supportive attitude
How to Apply
Please send a current CV and covering letter detailing your suitability for the role
Applicants must be able to provide documentary evidence of their eligibility to work in the UK and provide two references.
AIFS UK Ltd is committed to building and sustaining an inclusive, diverse, and equitable working and learning environment for all students, staff, and faculty and we are proud to be an equal opportunity employer.
All qualified applicants are encouraged to apply and will receive equal consideration for employment without regard to race, colour, religion or belief, sex or gender, gender identity or expression, sexual orientation, marital or civil partner status, pregnancy or maternity, nationality, ethnic or national origin, genetics, disability, age, or veteran status. We make recruitment decisions based on applicants' skills, experience and knowledge, and ensure all applicants are treated equitably.
Job Types: Full-time, Fixed term contract
Pay: £24,000.00-£29,000.00 per year
Benefits:
* Health & wellbeing programme
* Work from home
Ability to commute/relocate:
* London SW7 5HR: reliably commute or plan to relocate before starting work (required)
Experience:
* Customer service: 1 year (required)
Work Location: Hybrid remote in London SW7 5HR