Description:
ECMS’ philosophy is simple; we foster lifelong learning. As a for purpose organisation, with 68 Kindergartens and Early Learning and Care Centres, we impact the lives of more than 5,500 Victorian children each week
The Marketing and Communications Team is on the search for an Enrolments Lead ! This is a crucial role at ECMS as the enrolment process is the primary point of contact our families have with us. We are seeking an experienced professional to provide strong leadership and support of the entire enrolment process at both our Sessional Kindergartens and Long Day Care Centres, to ensure quality and satisfaction for our families.
This role works across the planning and design phases, leading the development of best-in-class processes and experience. You will have one direct report, and have the flexibility to work from home three days a week with only a minimum 2 days required on site at our Northcote office.
This is a perfect opportunity for an enrolment officer/lead ready with an understanding of the customer journey and experience in a large scale enrolment environment.
What will you do?
- Provide exceptional customer service during enrolment period for both service leaders and families – phone, email, chat, meetings. You know the difference a great experience can make.
- Optimise enrolment system platform (currently Kidsoft) to maximise positive experience for families and team. You understand little changes can have big impacts.
- Process management of centralised enrolments process including development of policies and procedures, identified pain points and fixes, and opportunities for efficiency. You are a superhero problem solver who thinks systemically.
- Project management responsibilities to support continuous improvement and cross-functional collaboration. You value the people alongside you bringing different knowledge and expertise.
- Support of partnership management plans with local Councils to optimise and showcase enrolment opportunities with council stakeholders. You know the best work happens with the community at the centre.
- Ensure weekly reporting suite for pipeline and enrolments across both Sessional Kinder and Long Day Care is current and provides lead and lag indicators and insights. You love the data and making decisions from the insights.
- Experience in large scale enrolment environments (Early Childhood Education or Universities) will be highly regarded.
More about you!
- 5+ years of enrolment experience at scale and customer service experience.
- High level understanding of customer experience frameworks and customer journeys.
- Experience working in customer relationship systems, and building connected ecosystems in the enrolment environment.
- Strong problem-solving skills with a focus on solutions.
- Comfortable with AI and the opportunities it provides to improve enrolment experience.
- Able to deliver training and support for services to increase usage and decrease troubleshooting.
- and Practiced in adapting your listening and communication style to meet the customer’s needs.
- Previous team management experience.
What’s in it for you?
- Minimal 2 days on site at our Northcote office– 3 days WFH option
- Salary packaging
- 2% professional development budget. Cater your learning to you!
- 50% childcare discount.
- Opportunity to accelerate your career due to high level of responsibility and opportunities supplemented by exposure to high calibre colleagues and a wide variety of learning opportunities.
- Access to a range of retail and recreational activities at significantly reduced rates via our fully sponsored Employee Benefits Program such as Coles, Woolworths and Booking.com.
- 6 weeks paid parental leave.
ECMS promotes the safety, wellbeing and inclusion of all children. Successful applicants are required to adhere to our child safe practices, policies can be located here. Applications from Aboriginal and Torres Strait Islander peoples and people from diverse communities and backgrounds are encouraged.
How to apply?
For more information, please contact Stephanie at scharalambous@ecms.org.au. Applications close on 17 May 2024. Click apply now and submit your cover letter and resume to let us know why you’re the right person for the role!