Agent Recruitment Management Procedure

Procedure
Agent recruitment and management

Processes for working with education agents
Contents
Background 2
Purpose Statement 2
Responsibilities 2
Definitions 2
Appointment of agents 2
Ongoing Support of Agents and Relationship Management 3
Monitoring and Evaluating Performance 4
Home Office, UKVI Compliance and Tier 4 (where applicable) 4
Termination of Contracts and Dispute Resolution 5
Review 5
Appendix one – Agent Profiling Questionnaire 6
Appendix two – Agent Reference Request Form 8
Related documents
Agent contract
List of approve agents
International Student Policy
Background
1 This document supports the Cardiff Academy International Student Policy, specifically
its policy statements relating to the use of education agents on selecting and admitting
EEA and international students.
2 These procedures have been developed in accordance with the British Council Guide
to Good Practice for Education Agents.
Purpose Statement
3 This document outlines the procedures to be followed in the appointment of education
agents to represent the Academy in European Economic Area (EEA) and overseas
markets.
Responsibilities
4 Responsibility for implementation and oversight of this procedure lies with the Marketing
and Student Recruitment Team. The procedure is monitored and reviewed regularly by
the Senior Management team to reflect good practice, research and changes to relevant
legislation.
Definitions
5 In the context of this procedure an international student is defined as a student who
registers on a Cardiff Academy course from a country outside the European Union
(EU), EEA, or Switzerland and requires a Tier 4 visa to study in the UK.
6 An EEA student is defined as a student who registers on a Cardiff Academy course
from a country outside the UK but within the EU, EEA, or Switzerland.
Appointment of agents
7 Before an agent can be appointed, the Academy will, after appropriate initial due
diligence, require the following steps to be completed:
 A standard Agent Pro-Forma form must be completed by the designated Cardiff
Academy of staff (usually a member of the Recruitment team) proposing the
agent appointment;
 This form should provide detail of the agent’s operation, including the number and
location of branch offices, the number of staff employed, details of the other
institutions that the agent represents and information on the scale and nature of
business that the agent expects to undertake with the University;
 The prospective agent should also provide bank references and consolidated
accounts backdated by a minimum of three years;
 References will be requested from other institutions using the Agent Reference
Request form;

In countries, which have agency associations or other such regulatory bodies, or

where education agents are properly licensed, the Academy will give preference
to agents that demonstrate membership of (or can demonstrate an intention to
join) such a body.
 Once the agent appointment has been approved, the agent shall be sent
information about the Agent contract and relevant marketing materials. Initial
contact will also be made by the Recruitment team to welcome the agent on
board, introduce the managers and reaffirm the terms of business;
Ongoing Support of Agents and Relationship Management

8 Recruitment team will visit agents in their own country at least once per calendar year
so that a full and proper assessment and review of the quality of the agent operation
and services can be made. Training will usually be provided within the first three
months of appointment.
9 Review will include a thorough assessment of the appropriateness of the agent’s office
facilities, the number and experience of the staff as well as the quality and accuracy of
the services they are providing to students. This will be part of the annual review and
reporting process.
10 Additionally, the Academy will seek to:
 Set up a series of paper-based and online training facilities (such as webinars) for
agents,
 Ensure systems and processes are put in place that will both allow agents to
submit applications and to check on the status of their applications;
 Ensure agents have a dedicated contact in the Recruitment team who acts as
account manager;
 Ensure that the payment of agency commissions is transparent, agreed and
simplified and is done in a timely and accurate manner;
 Work with agents, where possible, in their own country to deliver joint promotional
and information activities for students at key times in the recruitment cycle;
 Work with agents to provide pre-departure briefings for students, utilising all media
channels in ways that are of greatest benefit to the student;
 Introduce, where beneficial, pre-departure briefings online / through Skype or
similar video conferencing facility into agent offices;
 Develop with each of the key agents a jointly agreed Business Plan that will
outline each side’s targets, commitments and expectations;
 Host an ‘agents and partners conference’ every two years. All agents will be
expected to attend to share best practice and receive updates on the University
and its curriculum.
Monitoring and Evaluating Performance

11 The Recruitment team will be responsible for day-to-day transactional business with
appointed agents and will be expected to report regularly on agent performance.
12 The Academy will review agent performance on an ongoing basis and annually
against the expectations laid out in the agency contract. An annual report will be
compiled by the Recruitment team for review by the Senior Management Team.
13 The Academy will undertake spot-checks on agent practice and activity to ensure the
accuracy of advice and information and that all UKVI requirements are being met.
14 Where there is under-performance, mitigation will be required and undertaken as part
of the ongoing review process.
15 At the discretion of the Academy, any variance from the agent agreement that
contravenes UKVI requirements or the University’s Tier 4 sponsor duties (where
applicable), or any activity likely to bring the Academy into disrepute will result in the
immediate termination of the agent’s contract and if appropriate, report to UKVI.
16 Student feedback on agent service provided will also be taken in to consideration.
Home Office, UKVI Compliance and Tier 4 (where

applicable)
17 The head of Operations will continue to monitor Home Office and UKVI guidance and
policies to ensure that there is full compliance with their requirements. Where
applicable, this will ensure that the Academy is able to discharge and execute its duties
in accordance with the terms and conditions of any Tier 4
Sponsor’s license it may hold.
18 Changes to UKVI requirements will be notified to all agents in a timely manner.
19 Full and relevant documentation will be produced for UKVI (and for other stakeholders)
to show how the Academy manages its agent appointment and monitoring processes.
20 Where applicable, the agent’s responsibilities in terms of Tier 4 compliance are now
included in the agent contract.
Termination of Contracts and Dispute Resolution

21 All issues of dispute are to be referred in the first instance to the Director of Marketing
& Student Recruitment. Where there is a serious concern that may affect the standing
of the Academy, the issue will be immediately escalated to the Senior Management.
22 All contracts are time-limited when issued to a maximum of three years, and include
clauses for immediate termination given the agreement of both sides or in the case of
a serious (at the Academy’s discretion) breach of trust, breach of compliance
responsibilities or breach of the terms of the contract.
23 The Academy’s requirements and practices in relation to Tier 4 student visas (where
applicable) will be included on the Agent Portal (once available) for ease of access.
Review
24 This procedure will be reviewed and updated annually by the Recruitment and
Outreach Manager in October to ensure continued alignment to any legislative
changes introduced during the previous academic year.
25 All changes to Home Office, UKVI regulations will supersede any element of the
contract, where this occurs a contract addendum will be issued.
Appendix one – Agent Profiling Questionnaire
Agent profiling questionnaire

Company name
Business registration
number
Country of registration
Main Business
Address and post code
Main contact details Name:

Position:
Telephone:
Mobile:
Fax:
Email:
Correspondence address if different to above:
Other registered business name(s) if applicable:
Do you use sub-agents? YES /

NO
If yes, please attach a separate list of names and addresses
Do you require a licence to operate as an Educational Recruitment agent YES /

NO
in your country?
If yes, please provide the Licence Number. :
Are you a member of an agent association in your country? YES /
NO
If yes, please provide details :
Number of Date of establishment

branches
(UK & overseas)
Three major 1. Number of students 1.
geographical 2. recruited from each 2.
markets 3. market in last 12months 3.
Number of ESL: Number of staff
students recruited High School:
at various levels Foundation:
in last 12 months FE College:
University:
Number of staff Longest consultant
fluent in English experience in years
Please provide details of your services and fees chargeable if applicable:
Do you have links with educational institutions in your area? YES/

NO
If yes please list
Do you have any contractual relationships with other UK or non UK institutions? YES / NO
If yes please provide details below:
University / College Years Country Students recruited last
contracted year
Why would you like to represent Cardiff Academy?
Please provide details of two student recruitment referees, including one from a UK
educational institution:
Name: Name:
Company: Company:
Position: Position:
Address: Address:
Telephone: Telephone:
Email: Email:
I/we declare that the information provided is Signed:
true and correct to the best of our
knowledge Company Stamp:
Date:
Office use only
Date received Member of staff Comments
All information provided is confidential

Appendix two – Agent Reference Request Form
Agent Company Name:
Agent Address and

Country:
Name of Key Contact: Role/Position:

Email Address:
Yes No Further details / information (if applicable)

Are you currently working with this
agent? If yes, how long for?
Have you worked with them
previously?
Have you found the agent to be
reliable and ethical?
Would you recommend this
agent?
Poor Fair Good Excellent

How would you rate the quality of their
applications?
How would you rate their recruitment
processes and professionalism?
How would you rate the agent’s knowledge of
Tier 4 regulations?
How would you rate the agent’s application to
enrolment conversion rate?
How would you rate the agent overall?
How many students have you enrolled through the agent in the past 3 intakes?
Please use this space to provide any additional comments - Is there anything we need to be aware of?
Referee institution / company name

Contact name
Job Title
Telephone
Email

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Procedure

Agent recruitment and management

In countries, which have agency associations or other such regulatory bodies, or

Ongoing Support of Agents and Relationship Management

Monitoring and Evaluating Performance

Home Office, UKVI Compliance and Tier 4 (where

Termination of Contracts and Dispute Resolution

Agent profiling questionnaire

Main contact details Name:

Other registered business name(s) if applicable:

Do you use sub-agents? YES /

Do you require a licence to operate as an Educational Recruitment agent YES /

Number of Date of establishment

Please provide details of your services and fees chargeable if applicable:

Do you have links with educational institutions in your area? YES/

Why would you like to represent Cardiff Academy?

Office use only

Date received Member of staff Comments

All information provided is confidential

Agent Company Name:

Agent Address and

Name of Key Contact: Role/Position:

Yes No Further details / information (if applicable)

Poor Fair Good Excellent

Referee institution / company name

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