Call Centre Admissions Assistant

Role Title:

Call Centre - Admissions Assistant

Region:

Iberia

Job Family:

Admissions

Centre:

Central office

Reports to:

Luis Grandas

Number of direct reports:

1 a week

Department:

Admissions

Traveling Requirements:

None

Organisation:

Job Purpose:

Manage the call centre and been able to triage all the leads in an early stage of the admission process before sending it to the Head of Admission of the school.

Top Responsibilities

1) Call Centre Management

- Be able to contact any enquiry within 24 hours of it arriving in our CRM.

- Ensure that it matches the profile of the school of interest.

- Answer phone calls and respond to emails answering any questions they may have about the school of interest.

- Redirect this contact to the appropriate staff.

- Advise any potential clients with the appropriate information based on their needs.

2) Support schools in the region

- Filtering the leads and informing prospective families about all the USP of the school they are interested in.

- Taking phone calls and responding to emails/WhatsApp/SMS as necessary

- Supporting the schools

3) Schedule school visits

- Generate school visits to all our schools following their guidelines and student profiles

4) Reporting

- Create weekly reports about pipeline management lead quality and team performance

- Feedback schools and regional marketing teams about lead quality and performance

Qualifications & Capabilities

1) Minimum Educational Qualifications Required for the Role

University Degree related to Business Administration Marketing Tourism or Education

2) Minimum Years of Experience Required

1 or 2 year would be valued

3) Language Skills

Spanish (C2/Native) English (C2/Native) Russian (Valued)

4) Functional Capabilities

- Good level on Excel

- Experience on CRM systems (preferred Sales force Hubspot Poseidon)

- Knowledge on international educational systems (IB Alevels Abitur High School Diploma)

5) Leadership Capabilities

- Excellent speech on the phone

- Sales and results oriented

6) Indicators of High Performance

- Be able to make at least 60 to 80 call (connected)/per day

- Conversion rates above 20%

7) Contra-indicators of High Performance

- Make less than 60 calls (connected)/per day

- Poor English level

- Never worked in education or dont have excel or CRM experience

ISP PRINCIPLES

Begin with our children and students; Our children and students are at the heart of our business. Simply their success is our success.

Treat everyone with care and re-spect; We look after one another embrace similarities and differences and promote the well-being of each other.

Operate effectively; We focus relentlessly on the things that are most important and will make the most difference.

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.

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.