Head Of Customer Service for Forest Hill International School

CUSTOMER SUPPORT

• Serve as the primary point of contact for parents, students, and visitors, ensuring prompt and professional responses to inquiries.
• Manage and resolve complaints effectively, escalating issues to the appropriate department or leadership team when necessary.
• Ensure all communication channels, including phone, email, and in-person interactions, are handled with professionalism and efficiency.

COMMUNICATION MANAGEMENT

• Coordinate and oversee communication between the school and parents, ensuring clarity and consistency.
• Manage newsletters, updates, and notices to inform the school community about events, policies, and other important matters.
• Develop and maintain FAQs or resources to address common concerns.

OPERATION EFFICIENCY

• Supervise the front office team to ensure seamless daily operations and a welcoming environment.
• Maintain accurate records of interactions and resolutions, using CRM systems or similar tools.
• Coordinate parent-teacher conferences, open house events, and other school-related activities.

PARENT AND COMMUNITY ENGAGEMENT

• Foster a positive relationship with parents and other stakeholders by organizing engagement events and feedback sessions.
• Collaborate with the admissions team to assist prospective families, ensuring a smooth onboarding experience.
• Monitor and analyze feedback to recommend improvements to customer service processes and school policies.

TEAM LEADERSHIP

• Train, mentor, and supervise the customer service team to meet high performance and service standards.
• Conduct regular team meetings to address concerns, share updates, and strategize improvements.