Position summary

Industry: Call Centre Industry

Job category: Sales and Purchasing

Location: Kenya

Contract: Permanent

EE position: No

Introduction

Admissions Contact Centre Officer The Admissions Contact Centre Officer is responsible for providing a fast, professional and consistent first response to prospective parents enquiring about Makini Schools. The role owns the initial stages of the admissions funnel, ensuring that all incoming leads are contacted within the defined service-level agreement, appropriately qualified, nurtured and converted into confirmed school tours or appointments with the relevant Enrolment Officer. By centralizing initial lead engagement, the role enables campus Enrolment Officers to focus on high-value conversion activities including school tours, parent consultations, applications, assessments and closing admissions. The role will contribute directly to improving lead response times, increasing tour bookings, reducing lead leakage and ultimately strengthening lead-to-admission conversion.

Job description

Key Responsibilities

1. Lead Response & Management

• Manage all new prospective-parent enquiries generated through digital advertising, website forms, social media, telephone enquiries and other assigned lead-generation channels.
• Ensure 100% of new leads are actioned within the agreed SLA, with particular focus on significantly improving response time beyond the current 24-hour standard.
• Make outbound calls to prospective parents to establish their requirements and level of interest.
• Maintain consistent follow-up with prospects who cannot be reached on the first attempt.
• Ensure every contact attempt, outcome and next action is accurately captured in the SIMs/ CRM admissions system.

2. Lead Qualification

Conduct initial qualification of prospective parents to establish:

• Preferred Makini campus
• Curriculum preference — CBE or Cambridge
• Child's age/grade/year group
• Intended admission date/term
• Parent's location
• Key considerations when selecting a school
• Level of urgency/readiness
• Any specific questions or requirements requiring campus follow-up

Categorise and prioritise leads according to their likelihood and timeframe for enrolment.

3. School Tour & Appointment Conversion

• The primary commercial objective of the role should be to convert qualified enquiries into confirmed school tours/appointments.
• Proactively recommend and book suitable tour dates with the appropriate campus Enrolment Officer.
• Book parents into Open Days, admissions events, assessments or other relevant conversion activities.
• Provide prospective parents with clear confirmation of their appointment, campus location and any information required ahead of their visit.

4. Tour Confirmation & No-Show Reduction

• Contact parents ahead of scheduled tours to confirm attendance.
• Follow up immediately on cancelled or missed appointments and attempt to reschedule.

5. Lead Nurturing

• Maintain structured follow-up for parents who are interested but not yet ready to tour.
• Re-engage dormant or older leads where appropriate.
• Support specific admissions campaigns by contacting prospective families around Open Days, intake deadlines, new programmes, new campuses or available spaces.

6. Admissions Pipeline Management

• Maintain accurate SIMs/CRM records for all leads handled.
• Ensure no lead remains unattended or without a clearly defined next action.
• Flag high-intent or urgent opportunities immediately to the relevant Enrolment Officer.
• Provide daily/weekly reporting on lead activity and conversion performance.
• Identify recurring parent questions, objections and barriers and feed these insights back to Marketing and Admissions leadership.

Minimum requirements

Qualifications

Bachelor's degree in Sales, Marketing, Business Administration, Customer Service, Communications or a related field.

Experience

Ideally 2–4 years' experience in telesales, contact centre sales, customer service, appointment setting, education admissions or another high-consideration service environment.

Experience working against sales or conversion targets would be strongly preferred.

Competencies

The person needs to be:

• Highly persuasive without being aggressive
• Warm and professional on the telephone
• Target-driven
• Persistent and disciplined in follow-up
• Strong at objection handling
• Highly organised
• Comfortable using CRM systems
• Strong in written communication and WhatsApp etiquette
• Able to manage high lead volumes
• Accurate in data capture
• Customer-centric
• Comfortable working with measurable KPIs

• Manage all new prospective-parent enquiries generated through digital advertising, website forms, social media, telephone enquiries and other assigned lead-generation channels.
• Ensure 100% of new leads are actioned within the agreed SLA, with particular focus on significantly improving response time beyond the current 24-hour standard.
• Make outbound calls to prospective parents to establish their requirements and level of interest.
• Maintain consistent follow-up with prospects who cannot be reached on the first attempt.
• Ensure every contact attempt, outcome and next action is accurately captured in the SIMs/ CRM admissions system.
• Conduct initial qualification of prospective parents to establish: Preferred Makini campus, Curriculum preference — CBE or Cambridge, Child's age/grade/year group, Intended admission date/term, Parent's location, Key considerations when selecting a school, Level of urgency/readiness, Any specific questions or requirements requiring campus follow-up
• Categorise and prioritise leads according to their likelihood and timeframe for enrolment.
• The primary commercial objective of the role should be to convert qualified enquiries into confirmed school tours/appointments.
• Proactively recommend and book suitable tour dates with the appropriate campus Enrolment Officer.
• Book parents into Open Days, admissions events, assessments or other relevant conversion activities.
• Provide prospective parents with clear confirmation of their appointment, campus location and any information required ahead of their visit.
• Contact parents ahead of scheduled tours to confirm attendance.
• Follow up immediately on cancelled or missed appointments and attempt to reschedule.
• Maintain structured follow-up for parents who are interested but not yet ready to tour.
• Re-engage dormant or older leads where appropriate.
• Support specific admissions campaigns by contacting prospective families around Open Days, intake deadlines, new programmes, new campuses or available spaces.
• Maintain accurate SIMs/CRM records for all leads handled.
• Ensure no lead remains unattended or without a clearly defined next action.
• Flag high-intent or urgent opportunities immediately to the relevant Enrolment Officer.
• Provide daily/weekly reporting on lead activity and conversion performance.
• Identify recurring parent questions, objections and barriers and feed these insights back to Marketing and Admissions leadership.

• Highly persuasive without being aggressive
• Warm and professional on the telephone
• Target-driven
• Persistent and disciplined in follow-up
• Strong at objection handling
• Highly organised
• Comfortable using CRM systems
• Strong in written communication and WhatsApp etiquette
• Able to manage high lead volumes
• Accurate in data capture
• Customer-centric
• Comfortable working with measurable KPIs

• Bachelor's degree in Sales, Marketing, Business Administration, Customer Service, Communications or a related field.