Customer Journey Engagement and Support Specialist at Nova Pioneer

Nova Pioneer is seeking an enthusiastic and motivated individual to join our team as a Customer Journey Engagement and Support Specialist. In this role, you will have two primary responsibilities: 

• Engaging with potential leads and ensuring they have a smooth experience with Nova Pioneer's educational offerings.
• Guide families who are interested in the Nova Pioneer Foundation’s Need-based Bursary Programme through the application process.

Duration: Immediately - 31 January 2026

ABOUT THE ROLE:

Lead Engagement and Conversion: 70% of time

• Lead and Applicant Engagement: Contacting leads - telephonically and via email - and, when required, applicants, to provide essential information about Nova Pioneer's educational programmes and guide them through the application process.
• Lead Qualification: Qualifying leads according to Nova Pioneer's criteria, including the child's age eligibility for the desired grade and the parent's budget for school fees.
• Provide Information: Deliver detailed and accurate information about Nova Pioneer's educational programmes, culture, and values to potential leads.
• Lead Conversion: Assist leads in completing the application process, including submitting applications on behalf of parents, and converting them to applicants.
• Scheduling: Coordinate with the Admissions Team to schedule families for open days, tours, and assessments, according to the team's availability.
• Documentation: Maintain accurate records of all calls, including lead status, feedback, and outcomes, using the provided system, and update Salesforce with lead information.
• Performance Targets: Strive to meet weekly lead contact targets.
• Feedback: Report challenges, feedback, and insights to the Leads Team for continuous improvement.

Bursary Pipeline Support: 30% of time

• Update Need-Based Bursary Applications: Regularly update and maintain Need-Based Bursary applications on Salesforce, ensuring adherence to the agreed policies and processes.
• Review Applicant Documentation: Thoroughly review Need-based Bursary applicants’ documentation for completeness and compliance with bursary requirements.
• Communication and Reporting: Keep both families and Nova Pioneer teammates informed about the status of applications by providing regular updates via reports, emails, and scheduled meetings.
• Follow-Up with Families: Proactively follow up with families to request any additional documentation or contextual information required for the Foundation to make informed decisions.
• Progress Reporting: Prepare and submit progress reports on the status of Need-Based Bursary applications, tracking milestones and outcomes.
• Update Trackers: Maintain and update relevant trackers in a timely manner to ensure that Nova Pioneer Schools have all necessary information for effective bursary management.
• Review and Recommend Process Improvements: Regularly evaluate and recommend improvements to the Nova Pioneer Foundation’s processes and policies, ensuring efficiency, professionalism, and continuous improvement.
• Parent Support: Address and resolve parent concerns and queries related to the Need-Based Bursaries, ensuring high-quality customer service and support.

About You

Qualifications:

• Strong communication and interpersonal skills.
• Excellent phone etiquette and active listening abilities.
• Ability to work independently and manage time efficiently.
• Attention to detail for accurate documentation.
• Proficiency in using mobile devices and applications.
• Previous experience in call center or customer service roles is a plus.

Additional Information:

• This is a temporary, full time position.
• A Nova Pioneer issued cell phone and chromebook will be provided.
• Airtime will be provided for work-related calls; however, callers are required to choose cost-effective promotional airtime bundles.
• The role may require flexibility to accommodate different working hours / focus areas..
• Training will be provided to familiarise candidates with Nova Pioneer's educational offerings and qualification criteria.