Director of Admissions and Customer Experience

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.

**Job Overview**

The British Council School Madrid board is currently seeking to appoint an outstanding, caring and dedicated professional to the position of **Director of Admissions and Customer Experience**(British Council School Administrative Grade F), to contribute to the strategic aims through project managing, new product development and supporting partnerships and projects.

The Director of Admissions and Customer Experience is responsible for the advancement of the school through an integrated customer service, new product development and partnerships and projects. This post will provide leadership in the areas of Business Development, Pupil recruitment and retention and Customer Services at the school. The post holder will oversee the connections between the Marketing, Admissions and Customer Service teams, ensuring interest in the school and leads are managed well, as well as ensuring the transition into school and experience whilst in school is positive with a special focus on the parent community. The post holder will also hold a central position within the wider school team and will need to work collaboratively with the Strategy team, SLT, Marketing and Communications team and Customer Service team to promote the growth of the business.

The post holder will work closely with a wide team of professionals composed of teaching staff, senior and middle leaders and Business Services staff, serving the students and their families.

**Role Purpose**
- To contribute to the strategic aims through project managing, new product development and supporting partnerships and projects.
- To advise strategically, implement and standardise best practice and business information management, develop external relations and strong monitoring systems for leads and leavers and communicate effectively across the school to ensure target registrations numbers are met.
- To ensure that the best practice in customer engagement is being implemented, leading to higher retention and increased customer satisfaction levels.To deliver and co-ordinate an effective, integrated and quality-driven first line service to School customers and internal stakeholders, including alumni, ensuring excellent customer service provision to prospective and existing students and their families, team performance and engagement, and compliance with KPIs in relation to sales and all relevant British Council customer service standards.

**Accountabilities**
- Look for opportunities for growth through projects, new products and collaborative arrangements. The post holder will support the strategy and liaise with existing and prospective partners, working alongside the leadership team.
- Drive a customer-focused strategic approach across all aspects of School customer service and information provision. The post holder will be responsible for meeting demanding registration targets, tracking registration KPIs, monitoring transition, analysing exit interview reports and ensuring the Customer Service teams and Admissions team have the tools and training to offer internal and external stakeholders the best experience and most up to date and accurate information possible to enable effective decision-making.
- Manage customer feedback, including complaints, and insight processes. Analyse and report to SSLT on relevant insights for a better understanding of customer behaviour (enquiry to sales, registration, leavers, etc.).
- Admissions Manager and Customer Services Lead, managing the staff to ensure strategy is implemented, with goals, targets and standards met. Communicate job expectations, plan, monitor and review performance of customer service staff.To take part in any other duties contemplated in the National Private Schools Collective Agreement as assigned by the line manager and undertake other reasonable duties related to the job purpose may be required from time to time.

**Qualification**

**Essentials**
- Bachelor’s Degree or equivalent qualification.
- Project Management qualification/ certification.
- Minimum B2 Common European Framework of Reference (CEFR) or equivalent in English.Minimum B2 CEFR or equivalent in Spanish.

**Desirables**
- Degree in Administration and Business Leadership (ADE) or Economics Degree in Marketing.
- Master in Business Administration or related.
- C2 CEFR or equivalent in English.
- C2 CEFR or equivalent i