Contact Centre Specialist Iberia

International Schools Partnership Limited; Madrid; Presencial; EUR 25.000 - 38.000; Jornada completa

Descripción de la vacante

International Schools Partnership Limited is seeking an Admissions/Contact Centre Coordinator in Madrid to respond to inquiries, assess eligibility, and provide clear information on school admissions. You will manage multiple channels, qualify leads, and coordinate visits while supporting families through the application and offer stages.

You will work with regional teams to monitor lead quality, report on pipeline activity, and help campaigns improve conversion rates across ISP schools.

Formación

• Experience in handling admissions enquiries or school admissions processes.
• Excellent written and spoken communication in English.

Responsabilidades

• Respond to enquiries within 24 hours via CRM system.
• Assess whether enquiries match admissions criteria for the relevant school.
• Manage inbound communications including phone, email and messaging channels.
• Provide prospective families with clear information about schools and admissions procedures.
• Redirect enquiries to appropriate school staff when needed.
• Qualify and filter leads to align with the school's admissions profile.
• Provide information about each school's USPs and educational offering.
• Manage communication with families via phone, email, WhatsApp or SMS as appropriate.
• Support schools across the region with enquiry management and lead qualification.
• Arrange school visits in line with admissions guidelines and student profiles.
• Support families after visits to progress applications and improve conversion rates.
• Assist with applications and offers, and support campaigns as required.
• Prepare weekly admissions pipeline reports and provide feedback on lead performance.

Conocimientos

Customer service

CRM management

Lead qualification

Communication

Herramientas

HubSpot CRM

WhatsApp

Descripción del empleo

Job Description

Key Responsibilities

Contact Centre Management

• Respond to all enquiries received through the CRM system within 24 hours.
• Assess whether enquiries match the profile and admissions criteria of the relevant school.
• Manage inbound communication including phone calls, emails and messaging channels.
• Provide prospective families with clear, accurate information regarding schools and admissions procedures.
• Redirect enquiries to appropriate school staff where necessary.

Regional School Support

• Qualify and filter leads to ensure alignment with the school’s admissions profile.
• Provide prospective families with information about each school’s unique selling points (USPs) and educational offering.
• Manage communication with prospective families via phone, email, WhatsApp or SMS as appropriate.
• Support schools across the region with enquiry management and lead qualification.

School Visit Coordination

• Arrange school visits in line with each school’s admissions guidelines and student profile requirements.

Post-Visit Follow-Up

(HubSpot Substage: School Tour Completed)

• Support prospective families following their visit to ensure efficient progression through the admissions process.
• Assist families during the application and offer stages, helping to facilitate applications and improve school conversion rates.
• Support satisfaction initiatives such as the Happy Call Campaign and other engagement campaigns as required by schools.

Reporting and Performance Monitoring

• Prepare weekly reports on admissions pipeline activity, lead quality, and team performance.
• Provide feedback to schools and regional marketing teams on lead performance and campaign effectiveness.

ISP Principles

Begin with our children and students. Our children and students are at the heart of what we do. Simply, their success is our success. Wellbeing and safety are both essential for learners and learning. Therefore, we are consistent in identifying potential safeguarding

and Health & Safety issues and acting and following up on all concerns appropriately.

Treat everyone with care and respect. We look after one another, embrace similarities and differences and promote the well-being of self and others.

Operate effectively. We focus relentlessly on the things that are most important and will make the most difference. We apply school policies and procedures and embody the shared ideas of our community.

Are financially responsible. We make financial choices carefully based on the needs of the children, students and our schools.

Learn continuously. Getting better is what drives us. We positively engage with personal and professional development and school improvement.

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, including an online due diligence search, references and satisfactory Criminal Background Checks or equivalent covering the previous 10 years’ employment history.

ISP Commitment to Diversity, Equity, 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.