Admissions and Customer Service Manager

About the role

The Admissions and Customer Service Manager leads the department responsible for delivering a professional, consistent experience to parents, students and other stakeholders. The role oversees the full admissions cycle, customer service operations, and supports the school’s enrolment and retention objectives.

Key responsibilities

• Supervise daily operations of the Admissions & Customer Service team.
• Manage the complete admissions and enrolment process, from inquiry to student onboarding.
• Provide personalized, high‑quality service across all communication channels.
• Handle and resolve inquiries, complaints and concerns promptly, escalating complex cases when needed.
• Track admissions leads, enrolment progress and service performance, reporting regularly to senior management.
• Maintain accurate student records, attendance, leave, incidents and related documentation.
• Coach, support and evaluate team members to ensure high performance standards.
• Collaborate with Academic, Operations, Finance, HR, IT/Marketing and other departments to support students and families.
• Develop and improve service procedures, forms and reports to increase efficiency and satisfaction.

Required profile

• Bachelor’s degree in Business Administration, Management, Education Management, Marketing, Customer Service or a related field.
• Minimum 3 years of experience in admissions, customer service, administration or education, with supervisory experience preferred.
• Proven ability to lead a customer‑facing team, preferably in an international school setting.
• Strong leadership, communication, problem‑solving and complaint‑handling abilities.
• Excellent organisational skills with the capacity to manage multiple priorities.
• High level of English proficiency in speaking, writing and listening.
• Honest, reliable, self‑motivated and committed to professional standards.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook