Lead - Central Admissions Officer

  • Evolvence Knowledge Investments
  • Sheik Zayed Road

Lead - Central Admissions Officer

Job advert

Job Purpose: This role is primarily responsible as a key player in the success of the admissions enrolment process, and performs in close contact with prospective parents and the School Admissions Team personnel.  The main objective of the role is to convert parent enquiries into enrolled students through the delivery of excellent Customer Service.

 

Admissions Sales Office main duties and responsibilities:

  • Respond within pre-set SLA’s to all incoming enquiries by telephone, email or digital marketing
  • Provide accurate information to prospective parents regarding the prospective school, and promote the school’s USP’s.
  • Build a relationship with prospective parents based on trust and transparency to make them feel comfortable with the process.
  • With training provided, use open questions to identify buying motives and specific areas of interest to the parents on which to promote the school as the correct choice.
  • Co-ordinate between the school admission teams and parents to book prospective clients onto tours and student assessments.
  • Maintain communication with parents throughout the admissions process.
  • With training provided, be confident with objection handling and respond to issues in a professional and service-oriented manner.
  • Ensure the CRM system and ROI tracker is up to date with details of all correspondence and that every enquiry is logged.
  • Use escalation reports to manage workload and ensure KPI’s are hit.
  • Occasionally attend open days and events both within normal working hours and at weekends to support school Admissions teams as required.
  • Escalate issues to Line Manager for resolution.
  • Send offer letters to prospective parents upon completion of a passed assessment.
  • Successfully hand new prospects to the school Registrar upon receipt of payment/acceptance of an offer.
  • Ensure SLA’s are met for each stage of the admissions process

Team Leader additional duties and responsibilities:

  • Ensure the escalation reports are a true reflection of Engage and highlight any discrepancies
  • Ensure all leads are logged in Engage and complete regular testing of enquiry pages to ensure they automatically feed into Engage
  • Provide guidance, training and support to members of CAT
  • Be the first point of contact for CAT queries, and escalate to line manager if further clarification is required.
  • Co-ordinate the team's annual leave and submit to line manager for final approve
  • Highlight areas that require further training within the team and suggest ways to improve the process
  • Support on weekly digital marketing conference calls by providing an overview of the quality and status of generated leads
  • Co-ordinate with marketing regarding the launch of new campaigns and brief the CAT team
  • Feedback on the success of varying different marketing campaigns based on the quality of leads generated

Operating Environment, working relationships

  1. This position interacts with all levels of staff at EKI
  2. This position interacts with the admissions department at all schools

Requirements

Qualifications:

  • A Bachelor’s degree in Marketing/ Public Relations/ Business Administration or any other related field; or can demonstrate a commensurate level of practical experience in a similar role.
  • Excellent MS Office skills (Word/XL/PowerPoint) are required

Experience:

  • A minimum of 5 years’ role related experience within a complex organization.

Skills: 

Technical Skills:

  • Strong background in Sales and/or Business Development, Relationship Management and Customer Service
  • Experience using Customer Relationship Management (CRM) software systems.
  • Expert technical ability in MS Office, and the ability to quickly learn and utilize databases and other administrative programs.
  • Excellent written and verbal communication skills

Non-Technical Skills:

  • Solution-oriented and target driver self-starter with excellent communication and English language skills.
  • Strong track record in meeting conflicting deadlines while working under pressure.
  • Must be pro-active, resourceful, and able to pay strong attention to details and be able to work both independently and within the team environment.
  • Solution-oriented and target driver self-starter with excellent communication and English language skills.
  • Strong interpersonal and expectation management skills, displaying tact, diplomacy, sensitivity and confidentiality.
  • Previous experience in sales and/or account management, including managing multi-stakeholder relationships.
  • Promote the organization’s vision and ethos at all times both inside and outside work
  • Ability to work reasonable flexible hours as required by operational commitments.

In addition to the duties and responsibilities listed above, additional duties as advised by the Management from time to time will also form a part of the job.