FAMILY ENGAGEMENT MANAGER

ISP Family Engagement Manager Role Profile

Purpose of Role

The role requires a dedicated and experienced Family Engagement Manager for a one-year

contract with the possibility of extending into a permanent role if targets are met successfully.

The ideal candidate will be responsible for aligning the customer journey and providing strong

leadership to the Customer Support team. The role centres on ensuring the highest level of

customer service throughout the school, and supporting students and parents to enhance their

overall experience within the context of ISP policies. The FEM is ultimately responsible, along

with the customer journey stakeholders, for increasing the retention rate at the school based

on current and projected targets.

ISP Principles

Begin with our children and students. Our children and students are at the heart of what we

do. Simply, their success is our success. Wellbeing and safety are both essential for learners

and learning. Therefore, we are consistent in identifying potential safeguarding and Health &

Safety issues and acting and following up on all concerns appropriately.

Treat everyone with care and respect. We look after one another, embrace similarities and

differences and promote the well-being of self and others.

Operate effectively. We focus relentlessly on the things that are most important and will make

the most difference. We apply school policies and procedures and embody the shared ideas of

our community.

Are financially responsible. We make financial choices carefully based on the needs of the

children, students and our schools.

Learn continuously. Getting better is what drives us. We positively engage with personal and

professional development and school improvement.

ISP Family Engagement Manager (1-Year Contract) Key Responsibilities and Objectives

Key objectives

Foster a 'one team' environment by facilitating effective liaison and interaction

between different departments.

Provide supportive leadership for the Customer Support team, engaging with

various stakeholders in the educational process ensuring it is aligned with the ideal

customer journey

Communicate effectively ISP policies, regulations, and School Values in all your

work around retention.

Ensure the highest level of Customer Service throughout the school for all

stakeholders.

Support families and school staff in their daily lives, enabling the best

experience and highest learning possible for students.

Ensure excellent tailored support for families within the school.

Select and recruit Parent & Teacher Ambassadors with the support of the

schools.

Key Responsibilities

• Aftersales Process Management :

Manage the aftersales process from data collection to support the

student's journey after enrollment.

Supervise the work and training of other departments from a customer

service / satisfaction perspective.

Act on reported students' welfare concerns and escalate when

appropriate.

Coordinate school intakes for new students, ensuring correct

information is provided and registration processes run smoothly.

Manage focus groups for parents and students to analyze their

experiences via meetings, surveys, and NPS, addressing concerns raised

by the appropriate departments.

Use a daily survey tool to detect student dissatisfaction trends early.

Ensure all documentation, contact, and emergency details are up-to-

date as part of the Customer Journey alignment process.

Skills, Qualifications And Experience

Bachelor's degree in a relevant field (Business Administration,

Customer Service, Education Management, etc.).

Proven experience in customer support, engagement, or related roles

within an educational setting.

Strong analytical skills with proficiency in using analysis tools.

Excellent communication and interpersonal skills.

Demonstrated ability to lead and motivate teams.

ISP Leadership Competencies

You consistently demonstrate and role-model the ISP Leadership Competencies in all that you

cooperative and a genuine team player, developing positive, supportive

relationships with colleagues to solve problems and maximise opportunities.

commitment and passion for learning and getting better using evidence and

feedback; supporting others in their continual learning, development and

growth.

ideas for learning initiatives and services are generated and is able to motivate

and inspire others through the process of creation through to completion.

looking to exceed goals and is focused on KPIs.

effectively.

and expectations of our students and their families.

with integrity; helps others feel valued; upholds and models the ISP Vision,

Purpose and Principles.

ISP Commitment to Safeguarding Principles

ISP is committed to safeguarding and promoting the welfare of children and young people and

expects all staff and volunteers to share this commitment. All post holders are subject to

appropriate vetting procedures and satisfactory Criminal Background Checks or equivalent

covering the previous 10 years’ employment history.

ISP Commitment to Diversity, Inclusion and Belonging

ISP is committed to strengthening our inclusive culture by identifying, hiring, developing, and

retaining high-performing teammates regardless of gender, ethnicity, sexual orientation and

gender expression, age, disability status, neurodivergence, socio-economic background or

other demographic characteristics. Candidates who share our vision and principles and are

interested in contributing to the success of ISP through this role are strongly encouraged to

apply. #J-18808-Ljbffr