Conversion Coordinator (Contract) at Nova Pioneer

About the role:

• Initial fixed-term contract role with the intention to transition to permanent employment based on organisational need and strong performance.
• The Admissions Conversion Coordinator converts early interest into meaningful next steps through disciplined, high-quality parent engagement. This role executes day-to-day outreach (calls, email and WhatsApp) to guide prospective families toward key actions (e.g., booking a tour/assessment, attending an event, starting and completing an application), while maintaining excellent data hygiene and a strong parent experience.
• The role works in close partnership with the Commercial Performance Manager, who owns the performance system (targets, metrics, visibility, early flagging and optimisation). The Coordinator executes the engagement cadence, feeds back what is being heard from parents, implements refinements based on performance insights and develops the ability to spot pipeline opportunities independently over time.

Key responsibilities for the role include:

Parent engagement execution

• Execute outreach and responses across calls, email and WhatsApp to progress leads efficiently
• Maintain strong service levels for speed-to-lead and follow-up attempts, especially around key events and deadlines
• Provide clear guidance, answer common questions and reduce friction to the next steps
• Maintain a respectful, consistent parent experience across all touchpoints
• Conversion support across key funnel steps
• Drive lead → application conversion through disciplined follow-up, clear next steps and timely escalation of blockers
• Drive movement to priority actions (tour/assessment bookings, event confirmations, application completion)
• Follow structured follow-up routines to reduce drop-off and improve show rates and completion rates
• Escalate complex cases and sensitive scenarios appropriately (e.g., objections, affordability concerns, special circumstances)
• Ensure clean handoffs when a family transitions into school-led steps
• Performance rhythm with the Commercial Performance Manager
• Execute the daily/weekly conversion cadence and priorities set by the Commercial Performance Manager
• Participate in performance check-ins using shared dashboards and definitions, ensuring actions link to what the data is showing
• Support early flagging by updating CRM promptly and highlighting emerging issues (e.g., low contactability, low show rates, drop in application starts)
• Implement agreed corrective actions quickly (e.g., changing cadence, re-prioritising lists, updating templates)
• Pipeline opportunity spotting and judgement-building
• Build the ability to identify pipeline opportunities and risk patterns (eg high-intent leads not yet contacted, families stuck at a stage, leads needing a different channel/message, deadlines/events that should drive reprioritisation)
• Proactively surface recommended priority lists and suggested cadence adjustments to the Commercial Performance Manager
• Over time, show increasing independence in proposing conversion priorities and engagement rhythms, backed by outcomes and data
• Insights and continuous improvement input
• Share on-the-ground insight that improves upstream strategy (common parent questions, objections, reasons for hesitation, patterns by channel)
• Contribute to testing and refinement of engagement rhythms with the Commercial Performance Manager and Admissions leadership (channel sequencing, timing/frequency, templates and formats)
• Capture learnings consistently so improvements become standard practice, not personal preference
• Data discipline and compliance
• Maintain accurate CRM updates daily (stage, outcomes, notes, next step, timing, channel used)
• Record consent and communication preferences correctly and honour opt-outs/do-not-contact requirements
• Keep data clean enough that performance reporting is reliable and comparable over time

About You

Experience

• 2–4 years in a high-volume, customer-facing conversion role (admissions, sales support, customer success, call centre, lead conversion)
• Proven experience managing outbound and inbound engagement across phone, email and WhatsApp (or similar messaging channels)
• Strong experience maintaining accurate records in a CRM or equivalent system with consistent follow-through

Advantageous

• Experience in a school or education group (admissions, enrolment, parent engagement) would be advantageous
• Experience working in a metric-driven conversion environment with targets, dashboards and performance rhythms

Skills and capabilities

• Clear, professional communication (written and verbal) with a calm, helpful tone
• High follow-through and organisation (cadences, prioritisation, managing many leads at once)
• Data discipline and attention to detail (CRM hygiene, accurate notes, reliable stage updates)
• Comfort working to targets and using dashboards/metrics to improve performance
• Good judgement and escalation instincts (knowing what to handle vs when to escalate)
• Problem-solving mindset focused on reducing friction and moving families to next steps
• Resilience and consistency in high-volume periods (events, deadlines, peak admissions weeks)

Education (recommended)

• Relevant diploma/degree or equivalent work experience