Homestay Coordinator

EF Education First; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

An international education provider in Greater London seeks a Homestay Coordinator to support students living away from home. The successful candidate will manage the customer service desk for homestay queries, ensure a high-quality experience for both students and host families, and perform welfare checks for under-18 students. This role requires strong customer service skills, empathy, and the ability to handle sensitive situations. You will also have opportunities for professional development and work in a diverse, international environment.

Benefits

Continuous professional development

Regular social events

Employee Assistance Program

Access to EF Hello language learning

Qualifications

• Experience in a student-facing or accommodation-based role.
• Ability to manage sensitive situations and complaints.
• Legal right to work in the UK.

Responsibilities

• Manage the Homestay customer service desk.
• Support students through accommodation challenges.
• Conduct welfare checks for under-18 students.

Skills

Strong customer service background

Confident communicator

Organised with attention to detail

Culturally sensitive

Flexible and hands-on approach

Tools

Microsoft Office

CRM / database systems

Job description

EF London International Language Campus is seeking a student-focused Homestay Coordinator to support our international students throughout their homestay experience. This role sits at the heart of the student journey and is heavily focused on customer service, welfare, communication and quality assurance.

Position Details

• Full time, fixed-term contract, 40 hours per week
• Schedule; Sunday (Student Arrival Day) to Thursday

If you are passionate about customer service, student wellbeing, and working with young people from around the world, we encourage you to apply.

Careers at EF | Open the world with us

At EF Education First, we believe the world is better when people strive to understand one another. With 600+ schools and offices in 50 countries, we offer immersive programs in language, travel, cultural exchange, and academics, turning dreams into global opportunities. Join us in our shared mission of opening the world through education.

Your Role

You will act as a key point of contact for students and host families, supporting students with accommodation‑related concerns, managing expectations, coordinating moves where necessary, and ensuring a consistently high‑quality homestay experience across EF London.

The role combines frontline student support, host family relationship management, and quality monitoring, including home visits, revisits, and welfare checks for under‑18 students.

Key Responsibilities

Student‑Facing Support & Customer Service

• Manage the Homestay customer service desk & act as a primary point of contact for students regarding homestay accommodation queries, concerns, and expectations
• Support students through homestay challenges, including expectation management, conflict resolution, and accommodation moves
• Coordinate student relocations when required, ensuring minimal disruption and clear communication

Host Family Communication & Support

• Handle inbound and outbound phone calls with host families, providing guidance, reassurance, and issue resolution
• Conduct regular check‑in calls with host families to maintain strong relationships and address concerns early
• Support host families in understanding student needs, EF standards, and cultural expectations

Quality Assurance & Welfare

• Carry out new and revisits and quality checks to ensure ongoing compliance with EF requirements
• Conduct under‑18 welfare checks in line with safeguarding standards

Administration & Coordination

• Process and maintain accurate accommodation records using EF’s internal systems
• Work closely with the Homestay Manager to ensure sufficient capacity and smooth arrivals and departures, particularly during peak periods
• Respond quickly to urgent or emergency accommodation situations

Requirements

• Strong customer service background, ideally in a student‑facing or accommodation‑based role
• Confident communicator, comfortable speaking with students and host families in‑person, by phone and / or email
• Calm, empathetic, and solution‑focused, particularly when managing complaints or sensitive situations
• Highly organised with strong attention to detail
• Culturally sensitive and understanding of the needs of international students living away from home
• Flexible and hands‑on approach, including occasional out‑of‑hours support due to welfare needs
• Competent with Microsoft Office and CRM / database systems (desirable)
• All offers subject to an enhanced DBS check and two references
• Must have the legal right to work in the UK at the commencement of employment

Why you will love working with EF

• Continuous professional development
• Work in a truly international environment
• Regular social events
• Ambition is nurtured and fast‑tracked career enhancement opportunities are provided
• Staff are encouraged to innovate, take ownership of their ideas and bring them to fruition
• Employee Assistance Program
• Access to EF Hello language learning

EF is committed to safeguarding and promoting the welfare of children and adults and expects all staff and volunteers to share this commitment. References will be followed up and will ask specifically whether there is any reason that the applicant should not be engaged in situations where they have responsibility for, or substantial access to, persons under 18. Upon interview all gaps in CVs must be explained satisfactorily and proof of identity and, where applicable, qualifications will be required. Appropriate suitability checks will be required prior to confirmation of appointment.

EF is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender, age, religion, identity, parental status, experience, and everything else that makes you unique.