Family Engagement Specialist

**Description**

**ISP Malaysia**

ISP Malaysia operates the Tenby Schools, Asia Pacific Schools and Straits International Schools where we are strategically located covering the Klang Valley, Perak, Penang and Johor within Malaysia.

Our experience in education excellence helps us provide amazing learning experiences for students as young as 3 years up to 18 years old. Our schools in Malaysia follow the international school curriculum comprising IGCSE and A-levels, starting at the kindergarten level, while 5 of the schools also offer the Malaysian National Curriculum. While the national and international schools and classrooms are separated, facilities and non-curricular activities are shared between the schools. With over 8,500 students, we have a 60-year history in the country providing education to students and have gained a reputation for excellence and high standards in education.

This is a 1-year contract position based at the regional office of ISP Malaysia, which provides strategic and functional expertise to our schools.

**Key benefits**
- A culture of engagement and trust, where staff contributions are recognised and valued.
- A passionate and motivated team of professionals who put children at the heart of decision-making.
- An embedded organisational commitment to professional development and a commitment to serving others.
- A peer network of like-minded colleagues and access to expertise, best practise sharing and learning opportunities.
- A commitment to employee well-being.
- Flexible working Competitive remuneration including attractive salary and achievable incentives

**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 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.

**Learn continuously. **Getting better is what drives us. We positively engage with personal and professional development and school improvement.

**Job Title**:
Family Engagement Specialist

**Role Description**: The Family Engagement Specialist will be responsible for managing the engagement and enrolment experience of prospective families that show interest in ISP schools in Malaysia.

**Line Manager**:Regional Customer Experience Manager

**Stakeholders**:Regional Marketing and Admissions Team, Schools’ Marketing and Admissions Team, IT (Systems Manager / MIS Specialist)

**Key Responsibility**

1.1 Build effective, supportive and professional relationships with families to promote ISP School’s Amazing Learning and support prospective families in identifying their school choice options

1.2 Build effective, supportive and professional relationships with internal and external stakeholders of ISP Southeast Asia

1.3 Fields incoming enquiries from prospective families, collect and capture their data into the student management system effectively and accurately

1.4 Ensure all incoming enquiries from prospective families are attended promptly, effectively and professionally according to protocols and best practices

1.5 Engage positively with prospective families while providing accurate and relevant information and guidance that will convert to appointments and ultimately enrolment in respective school of choice

1.6 Ensure all prospective families were provided with personalised follow-up that will promote positive experience and reschedule any missed appointments

1.7 Meet/exceed performance and service objectives while effectively managing workloads in a fast-paced environment

1.8 Effectively work as a team to plan, coordinate and execute effective inbound and outbound campaign that promotes high conversion rate

1.9 Proactively provide feedback to ensure effective communication strategies, positive customer experience, and higher conversion rate

**Knowledge, Abilities and Skills**
- Knowledge and understanding of primary and secondary school environment and admissions process, is an added advantage
- Experience using Hubspot and Engage software, preferred
- Ability to manage Social Media is an added advantage
- Fluent in spoken and written Mandarin is an added advantage
- Experience in an urban school with students of various racial, ethnic and socioeconomic backgrounds, preferred
- Ability to work collaboratively and establish rapport with diverse families and school staff
- Ability to organise and coordinate work independently and set priorities in the context of a full, multifaceted set of responsibilities.
- Ability to exercise good judgment and discretion, particularly in matters relative to sensitive or confidential student records, personnel or organisational matters.
- Ability to engage in self-evalu