Service Manager

Role Profile **Service Manager**

**Wall Street English**

The world is full of people who have dreams - dreams of a successful career, dreams about moving abroad, dreams about traveling to far off places. At Wall Street English, we help people realize their dreams. We teach

English. By learning English, a door of opportunity opens up for people. By learning English people open the door to a new future.

We have been learning partners to over 3 million people, and have been passionate about teaching English for over 45 years. Our method is proven and aligned to the Common European Framework of Reference for

Languages, the global standard for language acquisition and education. We have a current enrolment of

190,000 students.

We have over 400 learning centres in 28 different countries across the globe. Our centres offer a near immersion experience and a unique Blended Learning Method to help each student reach their fullest potential.

We have corporate offices in Barcelona, Chennai and Hong Kong and. We operate primarily through franchising but also own and operate our own centres in China and Italy.

**Location SETTIMO TORINESE / ITALY**

**Department Service**

**Job Title Service Manager**

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.

**Reports To Center Director/National Service Manager**

**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

Center Director
23. Provide timely and accurate reports to Centre Director and National Service Manager
24. Mai