The Role

Cognita is an extraordinary group of diverse yet connected schools, spanning sixteen different countries. We share one common purpose: to create an inspiring world of education that builds self-belief and empowers individuals to succeed. With over 100 schools in Europe, Latin America, Middle East, North America and Asia, we employ 15,000 teaching and support staff in the care and education of more than 75,000 students.

We have an exciting position for a Parent Enquiry Manager, reporting into the Head of Parent Experience, working closely day-to-day with 3 to 4 schools. Please note: This role is a 12 months FTC based at Head Office in London/Schools.

It’s an exciting time to join Cognita as we are setting up a new Parent Enquiry Centre (PEC) to be the first point of contact for prospective families. Initially we are creating a pilot project to test the concept across 3 to 4 schools. Our aim is to offer a gold standard of telephone customer service to all prospective families by delivering to an agreed set of service and experience standards. Meeting these service levels is just the foundation of the winning formula for the Parent Enquiry Team: in addition to this we are looking for the team to adopt a ‘hospitality’ mindset as we talk to prospective parents about one of the biggest decisions they are ever likely to make. An authentic, warm, and friendly approach that is tailored to every prospective family is what we need.

The role of Senior Agent and Team Leader is to develop a culture that enables the PEC team to thrive, delivering a service that is rated highly by those that experience it. The team must deliver a high conversion rate of quality leads through to our in-school Admissions Managers.  It combines sales, customer service and experience disciplines.

Key Responsibilities will include, (but not limited to):

• Be a great leader who is results oriented but thoughtful, curious and people focused.
• Support the development of the processes and service standards that will underpin the work of the PEC.
• Supporting and mentoring individual team members to follow the agreed working practices including systems and technology.
• Maintain a working knowledge of all schools covered by the PEC to support team members.
• Create a culture of ‘hospitality’ that goes above and beyond good customer service. This means promoting a culture of personalised care that agents innately deliver.
• Delivering the key measures and KPIs (quantitative and qualitative) – 1. Volume of qualified leads 2. Conversion of a lead into a visit at school.
• Have sole responsibility for one or two key schools which are strategically important.
• Handling first contact enquiries through all channels.
• Capturing parent data including key information about the child’s needs and interests.
• Keeping the CRM system completely up to date.
• Conduct daily briefings with the in-school Admissions Manager/Head.
• Responsible for developing and managing performance reports.
• Providing daily/weekly management insight to key stakeholders

The ideal candidate will have excellent verbal, written and listening skill and enjoys interacting with others and partnering with the wider team. You will have expert sales skills to convert leads into visits without taking a hard sales line. Excellent interpersonal and communication skills including the ability to deal with people on all levels with sensitivity, tact and diplomacy. Someone who is process and results oriented who enjoys and is energised by interacting with others.

Previous Experience Must Include:

• Experience of working within the hospitality sector and how to deliver great customer service.
• Experience of selling luxury/high value goods.
• Team leadership experience.
• Experience of call handling.
• Experience of using CRM systems to manage workflows.
• Understanding of the competitive schools market would be an advantage.
• A suitable qualification – degree level or vocational.

Here at Cognita we offer a Competitive Salary with some other benefits:

• Contributory Pension Scheme
• Professional development
• School fee discount
• 25 days Holiday plus Bank Holidays

How to Apply

If this sounds like you, we encourage you to apply by submitting a CV by 5:00pm on Friday 16th June to Recruitment@cognita.com

Diversity and Inclusion:

We believe having a diverse workforce makes us better, smarter and happier and so welcome applicants from all backgrounds, genders, and races. We have an unwavering commitment to being fair, inclusive and equitable in our recruitment process.

Safeguarding Responsibilities:

• To comply with safeguarding policies, procedures and code of conduct
• To demonstrate a personal commitment to safeguarding & student/colleague wellbeing
• To ensure that safeguarding concerns or incidents are reported appropriately in line with policy
• To engage in safeguarding training when required

Cognita Schools are committed to safeguarding and promoting the welfare of children and young people and expects all staff, volunteers and other third parties to share this commitment. Safer recruitment practice and pre-employment background checks will be undertaken before any appointment is confirmed.

Cognita is committed to preserving and promoting equality of opportunity in all aspects of the conduct of its business.

No member of staff or any applicant for employment with Cognita will be discriminated against, harassed or victimised because of their personal characteristics. Cognita expects all staff to comply with the letter and the spirit of its policy.