Junior Schools Services Coordinator (JSSC) - Pamoja Education
Role type: Temporary position – 15 months Fixed Term Contract
Start date: As soon as possible / September
Salary: Competitive renumeration - Details provided at the interview stage
Reporting to: Head of Client Experience
Location: Fully remote
The Junior Schools Services Coordinator (JSSC) role is a 15-month fixed term, temporary position providing cover across the School Services team. In this role you will be responsible for customer support operations as part of our School Services team and play a significant role in contributing to the growth and success of Pamoja. The JSSC provides a broad spectrum of support and is responsible for building relationships with customer schools to support the retention of enrolments and increase student enrolments in line with growth targets. The right candidate will be a self-starter, able to stay focused on their priorities while still working collaboratively and skilled in working autonomously with a remote global team.
Key Responsibilities:
Customer Success
- Provide proactive support to customers, establishing priorities and next steps
- Provide high-touch school interaction, proactively building relationships with customer schools to support retention and growth
- Implement health checks and health audits for your allocated pool of customer schools
- Monitor student engagement, including withdrawal requests - Ensuring all possible avenues have been explored
- Update relevant internal systems with notes and customer contact information
- Follow up with customers to ensure correct utilisation and offer further support
- Support delivering live webinars with clear communication & presentation skills
- Work closely with all Pamoja teams, including the Academic team and the Principal of Online Courses
- Communicate with schools to keep them appropriately informed of company activities and enhancements to systems and processes
- Support the timely execution of the student enrolment process in line with the operational calendars
- Facilitate the induction and training of schools’ point of contact
Customer Support
- Email & telephone support operations, responding to support emails from students, Pamoja teachers & school contacts
- Deliver first-line technical support
- Ensure that our quality of service (e.g., support request times and resolutions) is maintained at levels of excellence
- Make customers happy (this requires grace under pressure, especially when you are dealing with a challenging customer who has urgent demands and time pressure)
- Provide Quality Assurance (QA) testing for new feature deploys
- Devise ways to improve our help and support materials, including publishing revisions and updates of materials
- Provide the appropriate level of escalation, keeping a record of the escalation trends to avoid future issues of the exact nature
- Support the administration required for Pamoja, ensuring that the Diploma Programme (DP) services are fulfilled in accordance with the IB’s and Pamoja’s operational calendars
Other: Project work
- Attend and own system improvement projects
- Support new product launches
- Contribute to customer case studies and testimonials
This description reflects the general nature and level of work assigned to the role but may be adjusted based on business needs. Please note that this role is subject to the receipt of two satisfactory references, including one from your most recent employer, proof of right to work in the UK and internal safeguarding checks including an Enhanced DBS check.
We are committed to being a fair, inclusive, and accessible employer and welcome applications from people of all backgrounds, experiences, and identities. If you require any adjustments or support during the recruitment process, please let us know when you apply. As this is a fully remote role, interviews will be conducted online.
The company reserves the right to end the recruitment process once a suitable candidate has been appointment.
