Admissions Team Manager

ROLE SUMMARY:

The Admissions Team Manager is responsible for the overall success of the Admissions Team, focusing on high quality performance and handling resource allocation. This role involves monitoring the quality of all calls, emails and live chat responses and driving improvement, holding team members accountable, setting and managing KPIs, and driving continuous improvement through training and structured feedback. The Team Manager will also take ownership of reporting, resource planning, and quality assurance, ensuring that the team operates efficiently and delivers an outstanding admissions experience. As a Senior member of the team, they will act as a role model, able to always model behaviors and a professional attitude.

KEY RESPONSIBILITIES:

Quality Assurance and Training

Conduct QA assessments each week
Analyse QA results; provide 1:1 feedback and deliver team wide training sessions
Work closely with L&D to enhance your own and the team product knowledge and service quality
Ensure high standards of communication and customer service are maintained across all interactions

Team Leadership & Performance Management

Provide day to day support, guidance and motivation to the admissions team
Hold structured and recorded 1:1 meetings and performance reviews, offering actionable feedback
Monitor team performance using KPIs and CRM data providing feedback and coaching where necessary
Own the product knowledge guides; Ensure they maintained and kept up to date for the team and collate information from key stakeholders

Customer Service and Complaint Handling

Ensure high levels of customer service are maintained throughout the admissions journey
Manage escalated complaints, resolving them efficiently while maintaining a professional and supportive approach
Continue to support with the activity during busy periods to ensure we are meeting demands and requirements of customers
Regularly review and update SOPs to reflect any changes or improvements
Ensure all team members are familiar with the latest procedures and product updates to provide accurate information to prospective families

KPI Management and Reporting

Set, track and manage KPIs to drive team performance
Produce high quality reports on team activity, including call quality, response times and conversion rates
Use CRM data to generate insights, track team performance and recommend improvements
Work closely with the Head of Admissions to review and amend processes relating to work allocation and lead scoring.
Collate and share insights garnered from the team and customer interactions to provide useful feedback to Marketing and other key stakeholders

THE IDEAL CANDIDATE WILL HAVE:

Proven experience leading a team in a fast-paced admissions or customer service environment
Strong CRM knowledge; the ability to use it effectively to manage enquiries and reporting
Experience in managing a large team that delivers exceptional customer service
Strong analytical skills with the ability to interpret data and drive improvements
Excellent communication and coaching skills
Experience in QA and training delivery
Ability to take initiative, problem solve and lead by exampl

Desirable

Experience working in an educational setting
Familiarity with Dynamics and admissions tracking systems
Experience in capacity planning and resource management 

SAFEGUARDING STATEMENT

Inspired Education Group is 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 practices and pre-employment background checks will be undertaken before any appointment is confirmed.

SCHOOL APPLICATION FORM

Please download and complete our Inspired Application Form and submit alongside your CV.

Inspired Academic Teaching Application Form
Inspired Non-Teaching Application Form