Contact Centre Specialist Iberia

Internationalschools; Madrid; On-site; EUR 32,000 - 42,000; Full time

Job summary

Internationalschools is seeking a proactive Admissions Support Specialist to handle contact centre management and regional lead qualification across Madrid. You will respond to enquiries within 24 hours, assess fit, and manage multi-channel communications to provide clear admissions information.

In addition, you will coordinate school visits, follow up after tours, and generate weekly performance reports to inform schools and regional marketing teams.

Qualifications

• Respond to admissions enquiries within 24 hours.
• Assess enquiries against school admissions profile.
• Manage inbound communication via phone, email and messaging channels.
• Provide prospective families with accurate information regarding schools and admissions procedures.
• Redirect enquiries to appropriate school staff where necessary.

Responsibilities

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

Job description

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.