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.
> Apply for the CELTSEM 2025
Learn more about the CELTSEM
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.
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Date
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Venue
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Module
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Thursday 27 February
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In-person
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1: Introduction and managing within a team
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Thursday 6 March
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Online
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2: Managing student accommodation
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Thursday 20 March
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Online
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3: Risk assessments and emergency planning
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Thursday 27 March
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Online
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4: Safeguarding: looking after the welfare of our students
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Thursday 24 April
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Online
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5: Safeguarding: rules and best practice for adults and children
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Thursday 1 May
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In-person
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6: Customer care and quality control
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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
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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
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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
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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
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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
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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
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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.
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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.
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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.
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