Family Liaison Team Leader
Inspired
London, UK
Posted on Tuesday, October 31, 2023
Inspired Education is the leading global group of premium schools, with a portfolio of over 100 premium private schools spanning six continents which utilise proven educational practices from every corner of the globe, ensuring over 80,000 students receive a world-class learning experience from Kindergarten to Year 13. In addition, we are delighted to be recognised in the top 10 highest value private companies in the UK by Beauhurst.
In over 24 countries, Inspired schools are individually developed and anchored in the vibrant cultures of their respective locations. They collectively form an international family of schools that nurtures each student's academic and personal development in a progressive, dynamic, and innovative learning environment.
By joining our award-winning team of over 12,000 employees, you can work in state-of-the-art facilities alongside industry-renowned educators and leaders in some of the world's most desirable locations. We invest heavily in our team members who enjoy industry-leading professional development, exceptional career opportunities, and mobility across our group.
ROLE SUMMARY:
This role will lead the Family Liaison team within Operations and will focus on supporting their team in delivering excellent customer service. This role and team are focused on all families who have students studying at Kings InterHigh. The objective is to support families and ensure support when required is swift and effective. This team will focus on delivering excellent customer service, as it will be the first point of contact for new customers during onboarding into school and ensuring parents are signposted successfully to support whenever they need it.
Your role will have the following key responsibilities; 1. To coach the team and give feedback, to ensure that customer service is market leading, 2. To manage key stakeholders e.g. Education, ensuring there is a feedback loop, 3. Reviewing and creating new effective processes where there are gaps and promoting continuous improvement.
You will need to develop KPIs for the team and be able to understand and analyse MI to spot trends and areas for improvement. You will work closely with the management team in Operations to provide feedback and initiate change where needed.
This role will remain part of a wider Operations team but will work closely with all other areas of the business. This team is a key interface between parents and Education. The role involves a close working relationship with Education, to stay up to date with policies and procedures and to achieve a high first-time resolution rate for the customer, so they do not need to make repeat contact. Feedback, in the form of reporting MI and customer feedback, will need to be passed both ways to ensure a seamless customer experience, while staying in close contact with the Heads of key Stage for any changes/developments specific to that key stage, which in turn needs to be communicated effectively to the relevant members of the team.
KEY RESPONSIBILITIES:
The successful candidate will:
Qualifications And Education Requirements
The candidate ideally will be qualified up to NVQ Level 3/4.
Skills And Attributes
Specific administration qualifications would be an advantage.
Inspired Education is committed to safeguarding and protecting the children and young people that we work with. As such, all posts are subject to safer recruitment process, including the disclosure of criminal records and vetting checks. We ensure that we have a range of policies and procedures in place which promote safeguarding and safer working practise across the school.
Visit our website for more information, please click here
In over 24 countries, Inspired schools are individually developed and anchored in the vibrant cultures of their respective locations. They collectively form an international family of schools that nurtures each student's academic and personal development in a progressive, dynamic, and innovative learning environment.
By joining our award-winning team of over 12,000 employees, you can work in state-of-the-art facilities alongside industry-renowned educators and leaders in some of the world's most desirable locations. We invest heavily in our team members who enjoy industry-leading professional development, exceptional career opportunities, and mobility across our group.
ROLE SUMMARY:
This role will lead the Family Liaison team within Operations and will focus on supporting their team in delivering excellent customer service. This role and team are focused on all families who have students studying at Kings InterHigh. The objective is to support families and ensure support when required is swift and effective. This team will focus on delivering excellent customer service, as it will be the first point of contact for new customers during onboarding into school and ensuring parents are signposted successfully to support whenever they need it.
Your role will have the following key responsibilities; 1. To coach the team and give feedback, to ensure that customer service is market leading, 2. To manage key stakeholders e.g. Education, ensuring there is a feedback loop, 3. Reviewing and creating new effective processes where there are gaps and promoting continuous improvement.
You will need to develop KPIs for the team and be able to understand and analyse MI to spot trends and areas for improvement. You will work closely with the management team in Operations to provide feedback and initiate change where needed.
This role will remain part of a wider Operations team but will work closely with all other areas of the business. This team is a key interface between parents and Education. The role involves a close working relationship with Education, to stay up to date with policies and procedures and to achieve a high first-time resolution rate for the customer, so they do not need to make repeat contact. Feedback, in the form of reporting MI and customer feedback, will need to be passed both ways to ensure a seamless customer experience, while staying in close contact with the Heads of key Stage for any changes/developments specific to that key stage, which in turn needs to be communicated effectively to the relevant members of the team.
KEY RESPONSIBILITIES:
The successful candidate will:
- Focus on delivering excellent customer service
- Build strong working relationships with key stakeholders in Education and Finance to ensure customers have a positive experience
- Ensure the Family Liaisons team is well equipped and supported to fulfill their role
- Coach and develop employees within your team
- Analysing MI to understand the trends and where we can look to make improvements
- Keep up to date with all areas of the business to ensure the team are kept informed and providing accurate information
Qualifications And Education Requirements
The candidate ideally will be qualified up to NVQ Level 3/4.
Skills And Attributes
Specific administration qualifications would be an advantage.
- Have excellent written and verbal communication skills.
- Identify and drive business improvements
- Effective team leadership skills
- Ability to motivate
- Lead by example
- Drive performance and results
- Analyse and manage workload allocation
- Set targets and monitor effective performance
- Systems knowledge – Highly efficient systems knowledge and skills
- Highly computer literate with strong system skills
- Excellent Customer Service
- Ability to work as a team and individually.
- Capable of working effectively in dynamic and changing environments.
- Proven experience of managing teams in a fast paced environment.
- A flexible, highly energetic approach and the ability to thrive in a business with a fast changing, collaborative, delivery culture.
- Considerable interpersonal communication skills with the ability to form good relationships.
- The ability to work independently where necessary but in a collaborative team environment where appropriate.
- An ambition to place our offering at the forefront of the marketplace.
Inspired Education is committed to safeguarding and protecting the children and young people that we work with. As such, all posts are subject to safer recruitment process, including the disclosure of criminal records and vetting checks. We ensure that we have a range of policies and procedures in place which promote safeguarding and safer working practise across the school.
Visit our website for more information, please click here