Enrolment Officer

Key Responsibilities 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. Lead Qualification 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. Lead Nurturing 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. Experience 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.