1. Overall purpose of the job:

 

The Client Experience Officer - Boarding will be tasked with maintaining current clients and keeping accurate correspondence records, engaging with our customers and improving customer touchpoints. The Client Experience Officer - Boarding must be able to understand customer needs and develop ways to fulfil them. Their dedication to the needs of our clients will encourage client loyalty and enhance our organisation’s growth through positive client engagement.

    2. Qualification:

• Matric
• Computer literacy (MS Office) is essential
• 3-year Diploma/Bachelor degree (NQF Level 7) will be advantageous

 

3. Experience:

• Minimum of 2 to 5 years’ experience in a similar position and environment

 

4. Responsibilities Include:

Administration

• Resolving phone, walk-in, and email customer inquiries with regards to boarders
• Processing and logging of incoming calls
• Assist the CXO with the preparation of boarding specific slides for MANCO reports as and when required
• Provide the CXO/AC with weekly social media planner with pre-approved copy and images.
• Provide the CXO/AC with weekly, monthly and quarterly reporting on school owned non-paid social media posts
• Maintaining confidentiality of information
• Ensure data integrity
• Attend weekly check ins with CXO Team lead
• Attend weekly check ins with brand Marketing team
• As part of the admin department undertake administrative duties as and when required

 

Retention/ Leavers

• Drive insight from data to grow retention
• Ascertain ‘At risk’ boarding students and encourage ‘Stay interviews 

Customer Service/Client Experience

• Ensure 24-hour turnaround time with customer queries and inquiries including social media DMs and online comments and queries
• Making weekly courtesy calls to clients (Including at risk list) and reporting back weekly to CXO.
• Assist with boarding parent enquiries
• Forwarding and escalating inquiries to relevant individuals and departments
• Providing outstanding customer service
• Analysing customer touchpoints and identifying gaps in the process. Establish ways to improve and maintain the overall brand experience for boarders
• Undertake monthly boarding tour audits and provide written report to CXO
• Undertake and roll out pre-approved boarding parent satisfaction surveys and benchmarking against industry standards
• Handle client issues throughout the client life cycle in a timely and accurate fashion
• Ensure quality and consistency of service to customers.
• Consistent attention to boarding parent relationships
• Focus on improvement on NPS ratings (Boarding related)
• KPI’s will include but not limited to customer satisfaction levels on each of the customer points

 

Leads/Tours

• Assist Head of Boarding with school tours and meet and greets of potential new parents for boarding

 

Re-Registration

• Assist the CXO to drive and guide the existing clients (Boarding) to re-register
• New students (Boarding) registration process. Ensuring parents complete process of selecting plans
• Ensure a 100% response rate from boarding parents in response to re-registration requests and that the status of the re-registration is updated accordingly in SIMS

 

Communication/PR

• Assist with sending pre-approved school communication in SIMS, apps and emails
• Assist with customer touch points of the school (Boarding Newsletter, WhatsApp messages, invitations and event designs, other communications to parents etc)
• Ensure reception televisions are updated with relevant approved content
• Share all approved content with other platforms as and when required for example, media partners and report weekly to CXO all PR articles submitted

 

Events

• Attend school events as per pre-approved schedule
• Assist CXO planning and execution of events such as parent coffee mornings, academic, sports and cultural events
• Give focus to internal marketing events g. Movie nights, themed dinners, Boarding Awards nights
• Arrange and attend functions such as coffee mornings, sport and cultural events, social events etc to build relationships with boarding students, day students and their parents

 

Social Media/Digital

• Be responsible for the creation of high-quality content (drafting copy as well as imagery) for non-paid social media platforms. Working to a pre-approved strategy and ensuring high quality and engaged platforms
• Timeous response to DMs on all platforms
• Alert CXO/AC and Campus Head to potential hate speech, inflammatory comments for approved action e.g. hide, delete or block in accordance with social media privacy policy
• Heart and engage with paid and nonpaid posts with brand tone of voice and accurate use of spelling and grammar
• Assist with school photo library on SharePoint
• Lead the school yearbook project
• Assist with quarterly audit of school website

 

5. Competencies Include:

Skills:

• Good understanding of social media platforms
• Good understanding of Public Relations
• Good understanding of graphic design
• Excellent Microsoft skills, Word, Excel and PowerPoint, Canva

 

Behavioural Attributes:

• Excellent interpersonal and relationship management skills
• Time management
• Advanced planning and organising
• Attention to detail
• Customer service
• Project management
• Problem solving
• Research and negotiation skills
• Analytical thinking