Retentions Agent (Temp) - SPARK Schools Support Office - Cresta - 2025 at SPARK Schools

Responsibilities:

Retention & Complaint Interventions:

• Engage with parents who have expressed dissatisfaction or intent to terminate.
• Apply appropriate retention strategies and tools to attempt recovery of at-risk families.
• Conduct timely follow-ups until issues are resolved or a final decision is made.
• Document all engagement actions and outcomes in the CRM system.

Sentiment Monitoring & Survey Deployment:

• Monitor overall parent and learner sentiment across the school network.

Deploy and manage parent satisfaction and sentiment surveys, including:

• Net Promoter Score (NPS)
• Customer Satisfaction Score (CSAT)
• Custom feedback forms as needed.
• Track and analyze survey results to identify trends and areas of concern.
• Flag urgent sentiment drops or recurring complaints to relevant leadership.

Termination Management & Reporting:

Manage the full termination process, including:

• Receiving termination requests
• Confirming final decisions with parents
• Logging, processing, and tracking through the appropriate systems
• Analyse termination data and identify common reasons, patterns, and root causes.

Prepare and share weekly/monthly reports with leadership, including:

• Termination trends by region/school/grade
• Dissatisfaction alerts and recurring issues
• Retention success rates and intervention outcomes

Stakeholder & Leadership Engagement:

• Work closely with principals, heads of school, operations managers, and divisional leads to:
• Share insights from sentiment data and termination trends
• Escalate high-risk cases and offer retention support
• Align on messaging and solutions to parent concerns
• Participate in case review forums, management meetings, and retention strategy sessions.

Qualifications:

The ideal candidate will possess the following qualifications:

• Matric/Grd 12 Qualification - Essential
• A Tertiary qualification in Education, Customer Services, Business Administration or a related field is advantageous
• A minimum of two years’ experience in a service, client retention role
• Prior experience in a school environment or educational institution is highly beneficial.
• Experience working in cross-functional teams and engaging senior stakeholders is essential
• Experience using a CRM is preferred
• Proficient in MS Office (Word, Excel, Outlook)
• Fluency in English is essential and proficiency in other African languages is advantageous