Head of Customer Service

About the role

The Head of Customer Service ensures high‑quality service and communication across the Cambridge International School community, acting as the main liaison between parents, students, staff and visitors while upholding the school’s values and mission.

Key responsibilities

• Serve as the primary point of contact for parents, students and visitors, handling inquiries via phone, email and in‑person with professionalism.
• Manage and resolve complaints, escalating when necessary, and ensure clear communication through newsletters, updates and FAQs.
• Supervise the front‑office team, coordinate parent‑teacher conferences, open‑house events and maintain accurate interaction records using CRM tools.
• Organise parent and community engagement events, collaborate with admissions to support prospective families and analyse feedback to improve service processes.
• Train, mentor and lead the customer service team, conducting regular meetings to drive performance and uphold school values.

Required profile

• Bachelor’s degree.
• Minimum 3 years experience in customer service or administrative management, preferably in an educational setting.
• Strong communication, problem‑solving and conflict‑resolution abilities.
• Ability to work under pressure, high cultural sensitivity and strong organisational skills.
• Full‑time availability with occasional evenings or weekends for school events.

Required skills

• Proficiency in Microsoft Office.