Parent Relations Executive

Main Duties

• Welcome all prospective parents to the school and deal with any initial enquiries.
• Manage reception & front of house to ensure quality customer service.
• Work with the senior leadership and parent’s council to plan/organize events.
• Dealing with ADEK complaints and ensuring parents complaints have been resolved in liaison with the pastoral & SLT team in a timely manner.
• Managing the reception and the Front of House staff and assign tasks.
• Ensure that reception is staffed and tidy at all times.
• Reporting to OM on a weekly basis with feedback from the admin team.
• Be central point of contact for parents and liaison between parents and staff.
• Ensure all modes of communication (phone calls, emails, School Voice, etc) from parents is monitored and addressed within the given timeline.

Specific Duties

• Maintain open lines of communication with existing parents throughout the year.
• Manage the feedback process, acting as the initial point of contact for parents to ask questions or raise any issues.
• Being able to identify the nature of the complaints and channel based on given information.
• Arrange School tours for prospective parents.
• Liaise with the school faculty to resolve parental issues and keep a record of any queries.
• Oversee timely feedback to parents after taking actions to resolve the complaints.
• Share weekly reports with the school Principal on parent feedback and ensure the escalation process and complaints procedure is followed.
• Organize parent/community events in order to engage parents in school activities and celebrations and support the school’s parent engagement activities.
• Work closely with parent bodies such as the Parent Council and Parent Ambassadors.
• Management and continual development of the school communication channels, such as the weekly School Voice communication to ensure the school’s parent population is fully aware of the school’s activities as a key driver of customer/student retention.
• Liaising with the SLT for the termly school magazine communication to parents.
• Perform all other duties as requested by direct and dotted line reporting managers in a timely manner.
• Manage receptionist & front of house duty rota and ensure cover
• Manage the performance of the team members and ensure KPIs are met.
• Ensure the enquires log is up to date and managed in an accurate manner
• Report any relevant complaints and concerns to Child Protection team when necessary.

REQUIREMENTS

Minimum Qualifications

• Bachelor’s degree certificate

Minimum Experience

• 2 years’ experience in customer facing role in the region
• Experience in a school or education setting is preferred
• Previous experience in Marketing/Communication role is beneficial

Job Specific Knowledge & Skill

• Fluent English communication skills, written and oral. Proactive and effective two-way communication skills
• Attention to detail with diligent follow up, and able to execute in a timely manner
• Approachable, professional, calm and knowledgeable
• Interpersonal skills, able to operate in a multi-cultural environment.
• Computer literate, including all social media platforms.
• Attentiveness, able to listen effectively and ask questions
• A team player, willing to support colleagues to deliver results
• Willingness to learn and achieve results
• Embraces change in a positive and efficient manner
• Skilled in multi-tasking and handling pressure.
• Organizational ability, of self and others.
• Initiate effort and energy beyond the typical workday, where the tasks require additional commitment.