School Parent Service Support

21 hours ago

Borivali, India VIBGYOR Group of Schools Full time

Role & responsibilities:

Drive parent satisfaction, maximize fee recovery, minimize students leaving and maximum retention.

  1. PSR Parent Service Requests

KRA: Timely resolution of parent service requests and ensuring maximum parent satisfaction.

Tasks:

  • Log and categorize all parent service requests promptly.
  • Acknowledge and initiate action within 24 hours.
  • Route queries to the appropriate department with clear context.
  • Track SLA-based closure timelines for each ticket.
  • Conduct satisfaction checks post-resolution.
  • Update parents proactivelydont wait for them to follow up.
  • Maintain data for feedback trends and escalations.

Ensure that a service request is raised for every parent query, request, or complaint receivedvia phone call, email, walk-in, or student diaryto maintain proper

  1. Outstanding Fee Recovery

KRA: Ensure applicable fees are paid by parents and achieve high recovery.

Tasks:

  • Monitor fee defaulters list regularly with the accounts team.
  • Reach out to parents (calls, messages, one on one meetings) to ensure payment of pending fees

Human Resources and Development Job Description

  • Explain policies and address payment-related queries as required.
  • Collaborate with the finance/accounts team to solve receipt /other payment issues.
  • Share daily/weekly updates on recovery progress to Principal

  • Target/ Follow up closely with parents who repeatedly miss payments.

  • Parent Retention in case of School Leaving Certificate

KRA: Maintain LCs below 80% of projected LCs

Tasks:

  • Interact with parents showing intent to exit (verbal/written).
  • Reach out to understand concerns and reasons.
  • Attempt re-engagement or resolution by aligning internal teams (academics, operations, etc.).
  • Ensure every parent is met and 2 tier counselling is completed (1st Tier -PSL and 2nd Tier by Principal)
  • Liaise with the Vertex team for case assignment they own the closure.
  • Record and analyse exit reasons with patterns for leadership review.
  • Provide timely required documents or LC and ensure the LC is error free
  • Update every LC in GR register and government portal

Preferred candidate profile:

  • Proactive Communication: Engage parents directly, not just send messages to departments within schools
  • Ownership: Departments must own issue resolution; PSL initiates and facilitates. PSL should not chase internal departments for timely resolution and closure
  • Team Collaboration: All members, including PSLs, attend and act on parent calls.
  • Reporting: Maintain data and submit periodic reports to the School Principal for:
    • Parent Service request - status
    • Recovery status
    • Parent Exit details
  • Co-ordinate with SSD -Special Service Desk -Based on requirement coordinate with SDD in case on any escalation or support
  • Single Point of Contact: Acts as the dedicated liaison for all service-related tasks and parent concerns, ensuring streamlined communication and quick resolution.
  • Tasks until complete Automation:
    • Issuing Bonafide /Transcript /Recommendation /Marksheet as per parents request within 24hrs of request.
  • Ability to work with a diverse parent population.
  • Excellent interpersonal and communication skills.
  • Strong organizational and time-management skills.

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