Call Centre Admissions Assistant

Contact Center Specialist – Iberia (Spain & Portugal)

Job Description
We are looking for a highly organised and proactive Contact Center Specialist to support our Admissions function across the Iberia region (Spain and Portugal). This role plays a key part in the enrolment journey, managing multiple pipelines, working with several schools in the region, and ensuring a seamless experience for prospective families.

Key Responsibilities

• Manage and prioritise multiple admissions pipelines across various schools in Spain and Portugal.
• Conduct consultative, telephone-based sales, engaging professionally with prospective families.
• Qualify marketing-generated leads from diverse campaigns, ensuring each opportunity is properly assessed and ready to be passed to school teams.
• Book school visits with qualified leads, ensuring a smooth handover to the relevant Admissions teams.
• Follow the full admissions process—from completed visit through to offer and enrolment—ensuring accurate and timely follow-up.
• Work closely and collaboratively with each school's Admissions teams and with fellow Contact Center colleagues.
• Maintain accurate and up-to-date information in the CRM, managing tasks, follow-ups and pipeline stages effectively.
• Report directly to the Head of Admissions and the Regional Admissions Manager for Iberia.

Candidate Profile

• Proven experience in consultative sales, ideally in an educational or service-oriented environment.
• Strong telephone communication and customer-facing skills.
• Demonstrated experience managing pipelines and using CRM platforms.
• Fluent in Spanish and Portuguese (spoken and written).
• Additional languages such as English or Russian are desirable, though not mandatory.
• Highly organised, detail-oriented, and able to manage competing priorities.
• A collaborative mindset with the ability to coordinate effectively across different teams and schools.

Especialista de Contact Center – Iberia (España y Portugal)

Descripción del puesto – Actualizada

Buscamos un/a Especialista de Contact Center altamente organizado/a y proactivo/a para apoyar la función de Admisiones en la región de Iberia (España y Portugal). Este puesto es clave en el proceso de matriculación, gestionando múltiples pipelines y trabajando con varios colegios de la región, garantizando una experiencia ágil y cercana para las familias interesadas.

Responsabilidades principales

• Gestionar y priorizar múltiples pipelines de admisiones en diferentes colegios de España y Portugal.
• Realizar venta consultiva telefónica, ofreciendo un trato profesional y cercano a las familias prospectivas.
• Cualificar los leads generados por el equipo de Marketing a través de diferentes campañas, asegurando que cada oportunidad esté correctamente evaluada antes de pasarla a los colegios.
• Agendar visitas con los colegios para los leads cualificados, garantizando una transición fluida.
• Realizar el seguimiento completo del proceso de admisiones, desde la visita finalizada hasta la oferta y la matriculación.
• Colaborar estrechamente con los equipos de Admisiones de cada colegio y con el resto de compañeros del Contact Center.
• Mantener información precisa y actualizada en el CRM, gestionando tareas, seguimientos y etapas del pipeline.
• Reportar directamente al Head of Admissions y al Admissions Manager regional.

Perfil del candidato/a

• Experiencia demostrada en venta consultiva, preferiblemente en entornos educativos o de servicios.
• Excelentes habilidades de comunicación telefónica y orientación al cliente.
• Experiencia en gestión de pipelines y uso de herramientas CRM.
• Dominio de portugués y español (hablado y escrito).
• Otros idiomas, como inglés o ruso, serán valorados positivamente, aunque no son imprescindibles.
• Alta capacidad de organización, atención al detalle y gestión de prioridades.
• Mentalidad colaborativa y capacidad para coordinarse eficazmente con distintos equipos y colegios.

ISP Commitment to Safeguarding Principles

ISP is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. All post holders are subject to appropriate vetting procedures and satisfactory Criminal Background Checks or equivalent covering the previous 10 years' employment history.

ISP Commitment to Diversity, Inclusion and Belonging

ISP is committed to strengthening our inclusive culture by identifying, hiring, developing, and retaining high-performing teammates regardless of gender, ethnicity, sexual orientation and gender expression, age, disability status, neurodivergence, socio-economic background or other demographic characteristics. Candidates who share our vision and principles and are interested in contributing to the success of ISP through this role are strongly encouraged to apply.