Certificate in ELT Student Experience Management (CELTSEM)

The CELTSEM is a unique course for anyone in ELT student services, welfare and accommodation management.

The course includes six training days and self-study over two months. It is a highly practical course covering all aspects of student administration and management.

Applications for the 2025 CELTSEM course have now closed.

CELTSEM 2025 course calendar

The 2025 CELTSEM course will run from February through to May.

Each module includes a full-day training session. The first and last sessions will take place in person in London. The other four sessions are online.

The in-person session lasts a full day and typically runs from 10:30 to 17:00. Online sessions run from 10:30 – 16:30 and include breaks.

Date	Venue	Module
Thursday 27 February	In-person	1: Introduction and managing within a team
Thursday 6 March	Online	2: Managing student accommodation
Thursday 20 March	Online	3: Risk assessments and emergency planning
Thursday 27 March	Online	4: Safeguarding: looking after the welfare of our students
Thursday 24 April	Online	5: Safeguarding: rules and best practice for adults and children
Thursday 1 May	In-person	6: Customer care and quality control

Course content

Introduction and managing with a team

Introduction to customer care
Your role within the organisation
Being a good manager
Planning and setting targets
Communicating effectively

Managing student accommodation

Different types of accommodation
Managing accommodation provision – systems and procedures
Identifying the different customers and managing their expectations and requirements
Monitoring accommodation – quality control
Students in own accommodation

Risk assessments and emergency planning

Customer care and risk assessments
Where risk assessments are needed
How to carry out risk assessments
Why emergency planning is needed
Who needs to know what

Safeguarding: looking after the welfare of our students

Informing, advising and supporting students
Skills and techniques for supporting and disciplining students
Developing cultural awareness
Providing students with information about British culture
Typical problems when working with under-18s

Safeguarding: rules and best practice for adults and children

Who and how are we safeguarding?
Rules, policy and the law
Pre-arrival, arrival and departures
Supervision and review of safety
Outside class: the social programme and excursions

Customer care and quality control

Defining customer service and setting standards
Meeting customer expectations
Strategic and quality management
Performance reviews
Dealing with problems and complaints
Striving for excellence: redefining customer care

Assignments and assessment

Participants are required to complete six module assignments consisting of research and reports. These are practical projects that draw on their role and experience. There is no final examination.

This equates to approximately 120 hours of work, of which 24 hours are allocated to training sessions, 24 hours to self-study, including completing mini-tasks and 72 hours to assignments.

Registration and fees

English UK members: £1,370
Full price (non-members): £2,370

> Apply for CELTSEM 2025

Meet the tutors

The CELTSEM tutors are experienced professionals in the ELT community, committed to sharing their knowledge and expertise for the benefit and development of UK ELT.


	Glen Mitchell is an Accreditation UK and IALC inspector whose experience includes academic and school management. He has worked in the UK and overseas in an ELT career spanning 30 years. Having managed teams in multi-centres, he is particularly aware of the need for solid organisation skills, effective communication techniques, and the importance of customer care and quality control.

	Barbara Lewin is a safeguarding trainer and consultant with many years of experience in the ELT sector. She has worked in various roles in academic leadership and student services within ELT centres, including as a Group Safeguarding Lead. Barbara delivers training and advice to centres across the UK. In 2016, Barbara founded and chairs the Sussex Safeguarding Forum to share information and consult with relevant local government authorities.