Regional Family Engagement Specialist - India

Location

Secunderabad | India

Job description

ISP Family Engagement Specialist Role Profile

Purpose of Role

The Family Engagement Specialist will be responsible for managing the engagement and enrolment experience of prospective families that show interest in ISP schools in India.

Line Manager: Regional Head of Admission

Stakeholders: Regional Marketing and Admissions Team, ISP School Marketing and Admissions Team, IT (Systems Manager / MIS Specialist)

ISP Principles

Begin with our children and students. Our children and students are at the heart of what we do. Simply, their success is our success. Wellbeing and safety are both essential for learners and learning. Therefore, we are consistent in identifying potential safeguarding and Health & Safety issues and acting and following up on all concerns appropriately.

Treat everyone with care and respect. We look after one another, embrace similarities and differences and promote the well-being of self and others.

Operate effectively. We focus relentlessly on the things that are most important and will make the most difference. We apply school policies and procedures and embody the shared ideas of our community.

Are financially responsible. We make financial choices carefully based on the needs of the children, students and our schools.

Learn continuously. Getting better is what drives us. We positively engage with personal and professional development and school improvement.

Key Responsibilities

• Fields incoming enquiries from prospective families, collect and capture their data into the student management system effectively and accurately
• Build effective, supportive and professional relationships with families to promote ISP School's Amazing Learning and support prospective families in identifying their school choice options
• Build effective, supportive and professional relationships with internal and external stakeholders of ISP India
• Ensure all incoming enquiries from prospective families are attended promptly, effectively and professionally according to protocols and best practices
• Engage positively with prospective families while providing accurate and relevant information and guidance that will convert to appointments and ultimately enrolment in respective school of choice
• Ensure all prospective families were provided with personalised follow-up that will promote positive experience and reschedule any missed appointments
• Meet/exceed performance and service objectives while effectively managing workloads in a fast-paced environment
• Effectively work as a team to plan, coordinate and execute effective inbound and outbound campaign that promotes high conversion rate International Schools Partnership - General Document
• Proactively provide feedback to ensure effective communication strategies, positive customer experience, and higher conversion rate

Skills, Qualifications and Experience

• The successful candidate will possess and be able to demonstrate:
• Knowledge and understanding of primary and secondary school environment and admissions process, is an added advantage
• Ability to understand, apply and use a variety of software applications, including sound knowledge of standard computing tools including Microsoft Office applications, on-line databases, email, and web-based research tools.
• Experience using Hubspot and Engage software, preferred
• Ability to manage social media is an added advantage
• Experience in an urban school with students of various racial, ethnic and socioeconomic backgrounds, preferred
• Ability to work collaboratively and establish rapport with diverse families and school staff
• Ability to organise and coordinate work independently and set priorities in the context of a full, multifaceted set of responsibilities.
• Ability to exercise good judgment and discretion, particularly in matters relative to sensitive or confidential student records, personnel or organisational matters.
• Ability to engage in self-evaluation with regard to performance and professional growth; Ability to establish and maintain cooperative working relationships with students, staff and others
• Demonstrated ability to make accurate and consistent interpretations of a broad variety of academic and/or administrative policies and procedures.
• Effective analytical, critical thinking, writing and verbal communication skills
• Bachelor's degree from an accredited college or university
• Minimum 6-8 years' experience in sales and/or customer service environment
• Strong proficiency in English (Written & Spoken)
• Strong proficiency in Telugu (Written & Spoken)/ Tamil (Written & Spoken)
• Ability to work on Saturdays
• Location - Hyderabad

ISP Commitment to Safeguarding Principles

ISP is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. All post holders are subject to appropriate vetting procedures and satisfactory Criminal Background Checks or equivalent covering the previous 10 years' employment history.

ISP Commitment to Diversity, Inclusion and Belonging

ISP is committed to strengthening our inclusive culture by identifying, hiring, developing, and retaining high-performing teammates regardless of gender, ethnicity, sexual orientation and gender expression, age, disability status, neurodivergence, socio-economic background or other demographic characteristics. Candidates who share our vision and principles and are interested in contributing to the success of ISP through this role are strongly encouraged to apply.

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