Lead Response & Management
- Manage all new prospective-parent enquiries generated through digital advertising, website forms, social media, telephone enquiries and other assigned lead-generation channels.
- Ensure 100% of new leads are actioned within the agreed SLA, with particular focus on significantly improving response time beyond the current 24-hour standard.
- Make outbound calls to prospective parents to establish their requirements and level of interest.
- Maintain consistent follow-up with prospects who cannot be reached on the first attempt.
- Ensure every contact attempt, outcome and next action is accurately captured in the SIMs/ CRM admissions system.
Conduct initial qualification of prospective parents to establish:
- Preferred Makini campus
- Curriculum preference CBE or Cambridge
- Child's age/grade/year group
- Intended admission date/term
- Parent's location
- Key considerations when selecting a school
- Level of urgency/readiness
- Any specific questions or requirements requiring campus follow-up
Categorise and prioritise leads according to their likelihood and timeframe for enrolment.
School Tour & Appointment Conversion
- The primary commercial objective of the role should be to convert qualified enquiries into confirmed school tours/appointments.
- Proactively recommend and book suitable tour dates with the appropriate campus Enrolment Officer.
- Book parents into Open Days, admissions events, assessments or other relevant conversion activities.
- Provide prospective parents with clear confirmation of their appointment, campus location and any information required ahead of their visit.
Tour Confirmation & No-Show Reduction
- Contact parents ahead of scheduled tours to confirm attendance.
- Follow up immediately on cancelled or missed appointments and attempt to reschedule.
- Maintain structured follow-up for parents who are interested but not yet ready to tour.
- Re-engage dormant or older leads where appropriate.
- Support specific admissions campaigns by contacting prospective families around Open Days, intake deadlines, new programmes, new campuses or available spaces.
Admissions Pipeline Management
- Maintain accurate SIMs/CRM records for all leads handled.
- Ensure no lead remains unattended or without a clearly defined next action.
- Flag high-intent or urgent opportunities immediately to the relevant Enrolment Officer.
- Provide daily/weekly reporting on lead activity and conversion performance.
- Identify recurring parent questions, objections and barriers and feed these insights back to Marketing and Admissions leadership.
Minimum requirements
Qualifications
- Bachelor's degree in Sales, Marketing, Business Administration, Customer Service, Communications or a related field.
- Ideally 2 - 4 years' experience in telesales, contact centre sales, customer service, appointment setting, education admissions or another high-consideration service environment.
- Experience working against sales or conversion targets would be strongly preferred.