Parent Services Support Executive @ Vibgyor High School - Hennur

VIBGYOR Group of Schools; Bengaluru; On-site; INR 167,000 - 279,000; Full time

Job summary

VIBGYOR Group of Schools in Bengaluru seeks a Parent Service Support Executive to ensure timely handling of parent service requests, drive fee recovery, and manage school leaving certificates. Immediate joiners preferred, to support parent satisfaction and operations.

The role requires proactive communication, ownership, and collaboration with academics and finance teams to resolve queries and coordinate LC processing with accuracy.

Qualifications

• Strong communication and interpersonal skills.
• Proactive problem solving and ownership.
• Ability to coordinate with multiple departments and teams.
• Data handling and basic reporting skills.

Responsibilities

• Log and categorize all parent service requests promptly.
• Acknowledge and initiate action within 24 hours.
• Route queries to the appropriate department with clear context.
• Track SLA-based closure timelines for each ticket.
• Conduct satisfaction checks post-resolution.
• Update parents proactively and avoid follow-ups.
• Maintain data for feedback trends and escalations.

Job description

School Location: VIBGYOR High - Bengaluru, Hennur

Role: Parent Service Support Executive

Immediate joiners preferred!

Role & responsibilities

1. PSR Parent Service Requests

KRA: Timely resolution of parent service requests and ensuring maximum parent satisfaction.

• Log and categorize all parent service requests promptly.
• Acknowledge and initiate action within 24 hours.
• Route queries to the appropriate department with clear context.
• Track SLA-based closure timelines for each ticket.
• Conduct satisfaction checks post-resolution.
• Update parents proactively and don't wait for them to follow up.
• Maintain data for feedback trends and escalations. Ensure that a service request is raised for every parent query, request, or complaint receivedvia phone call, email, walk-in, or student diaryto maintain proper

2. Outstanding Fee Recovery

KRA: Ensure applicable fees are paid by parents and achieve high recovery.

• Monitor fee defaulters list regularly with the accounts team.
• Reach out to parents (calls, messages, one on one meetings) to ensure payment of pending fees
• Explain policies and address payment-related queries as required.
• Collaborate with the finance/accounts team to solve receipt /other payment issues.
• Share daily/weekly updates on recovery progress to Principal
• Target/ Follow up closely with parents who repeatedly miss payments.

3. Parent Retention – in case of School Leaving Certificate

KRA: Maintain LCs below 80% of projected LCs

• Interact with parents showing intent to exit (verbal/written).
• Reach out to understand concerns and reasons.
• Attempt re-engagement or resolution by aligning internal teams (academics, operations, etc.).
• Ensure every parent is met and 2 tier counselling is completed (1st Tier -PSL and 2nd Tier by Principal)
• Liaise with the Vertex team for case assignment – they own the closure.
• Record and analyse exit reasons with patterns for leadership review.
• Provide timely required documents or LC and ensure the LC is error free
• Update every LC in GR register and government portal

Preferred candidate profile

• Proactive Communication: Engage parents directly, not just send messages to departments within schools
• Ownership: Departments must own issue resolution; PSL initiates and facilitates. PSL should not chase internal departments for timely resolution and closure
• Team Collaboration: All members, including PSLs, attend and act on parent calls.
• Reporting: Maintain data and submit periodic reports to the School Principal for: o Parent Service request - status o Recovery status Human Resources and Development Job Description o Parent Exit details
• Co-ordinate with SSD -Special Service Desk -Based on requirement coordinate with SDD in case on any escalation or support
• Single Point of Contact: Acts as the dedicated liaison for all service-related tasks and parent concerns, ensuring streamlined communication and quick resolution.
• Tasks until complete Automation: Issuing Bonafide /Transcript /Recommendation /Marksheet as per parents request within 24hrs of request.