Description

The role requires a dedicated and experienced Family Engagement Manager for a one-year contract with the possibility of extending into a permanent role if targets are met successfully. The ideal candidate will be responsible for aligning the customer journey and providing strong leadership to the Customer Support team. The role centres on ensuring the highest level of customer service throughout the school, and supporting students and parents to enhance their overall experience within the context of ISP policies. The FEM is ultimately responsible, along with the customer journey stakeholders, for increasing the retention rate at the school based on current and projected targets.

Key objectives

• Foster a 'one team' environment by facilitating effective liaison and interaction between different departments.
• Provide supportive leadership for the Customer Support team, engaging with various stakeholders in the educational process ensuring it is aligned with the ideal customer journey.
• Communicate effectively ISP policies, regulations, and School Values in all your work around retention.
• Ensure the highest level of Customer Service throughout the school for all stakeholders.
• Support families and school staff in their daily lives, enabling the best experience and highest learning possible for students.
• Ensure excellent tailored support for families within the school.
• Select and recruit Parent & Teacher Ambassadors with the support of the schools.
  
  

Key Responsibilities

• Aftersales Process Management: Manage the aftersales process from data collection to support the student's journey after enrollment.
• Supervision and Training: Supervise the work and training of other departments from a customer service/satisfaction perspective.
• Student Support: Act on reported students' welfare concerns and escalate when appropriate.
• New Student Intake Coordination: Coordinate school intakes for new students, ensuring correct information is provided and registration processes run smoothly.
• Focus Group Management: Manage focus groups for parents and students to analyze their experiences via meetings, surveys, and NPS, addressing concerns raised by the appropriate departments.
• Daily Survey Implementation: Use a daily survey tool to detect student dissatisfaction trends early
• Documentation and Emergency Details: Ensure all documentation, contact, and emergency details are up-to-date as part of the Customer Journey alignment process.
  
  

Skills, Qualifications And Experience

• Bachelor's degree in a relevant field (Business Administration, Customer Service, Education Management, etc.).
• Proven experience in customer support, engagement, or related roles within an educational setting.
• Strong analytical skills with proficiency in using analysis tools.
• Excellent communication and interpersonal skills.
• Demonstrated ability to lead and motivate teams.
  
  

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.
  
  

ISP Leadership Competencies

• Collaboration. Takes an active part in leading their school or region; is cooperative and a genuine team player, developing positive, supportive relationships with colleagues to solve problems and maximise opportunities.
• Learning & Getting Better. Continually demonstrates personal commitment and passion for learning and getting better using evidence and feedback; supporting others in their continual learning, development and growth.
• Innovation Leadership. Is good at creating an environment where ideas for learning initiatives and services are generated and is able to motivate and inspire others through the process of creation through to completion.
• Outcome driven. Can be counted on to find solutions. Is consistently looking to exceed goals and is focused on KPIs.
• Resilience. Can deal with setbacks and challenges calmly and effectively.
• Community Focus. Is committed to meeting and exceeding the needs and expectations of our students and their families.
• Integrity & Ethical Management. Has the ability to work ethically and with integrity; helps others feel valued; upholds and models the ISP Vision, Purpose and Principles.
  
  

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.