Enrolment Officer

Role Overview

This role manages the first conversations with families considering Makini schools, from responding to an enquiry through to arranging a campus visit. By understanding each family’s needs, keeping follow-up timely and organised, and helping parents take the next step, the role supports a reliable admissions pipeline and a positive first impression of the school.

Key Responsibilities

• Respond to prospective-parent enquiries from digital advertising, website forms, social media, phone and other assigned channels, aiming to act within the agreed service level and improve on the current 24-hour response standard.
• Call prospective families, establish their needs and interest, and make further contact attempts when they are not reached initially.
• Qualify enquiries by recording the preferred campus, CBE or Cambridge curriculum, child’s age or year group, intended start date, family location, school-selection priorities, readiness to enrol and any questions requiring campus input.
• Assess lead urgency and enrolment likelihood, then recommend and arrange a suitable tour or appointment with the relevant campus Enrolment Officer.
• Book families into Open Days, admissions events, assessments and other appropriate activities, and send clear details about the appointment, campus and any preparation required.
• Confirm upcoming tours, promptly contact families who cancel or do not attend, and seek to reschedule where appropriate.
• Maintain a planned follow-up approach for families who are not ready to visit, revisit older enquiries where relevant, and support outreach for admissions campaigns and intake deadlines.
• Keep complete, current records in the SIMS/CRM admissions system, ensure every lead has a next action, escalate urgent or high-interest families, and report on activity and conversions while sharing common questions and objections with Marketing and Admissions leadership.

Requirements & Qualifications

• Bachelor’s degree in Sales, Marketing, Business Administration, Customer Service, Communications or a related field.
• Ideally, 2–4 years of experience in telesales, contact centre sales, customer service, appointment setting, education admissions or another high-consideration service environment.
• Experience working toward sales or conversion targets is strongly preferred.