School Parent Service Support

Role & responsibilities:

Drive parent satisfaction, maximize fee recovery, minimize students leaving and maximum retention.

1. PSR Parent Service Requests

KRA: Timely resolution of parent service requests and ensuring maximum parent satisfaction.

Tasks:

• Log and categorize all parent service requests promptly.
• Acknowledge and initiate action within 24 hours.
• Route queries to the appropriate department with clear context.
• Track SLA-based closure timelines for each ticket.
• Conduct satisfaction checks post-resolution.
• Update parents proactivelydont wait for them to follow up.
• Maintain data for feedback trends and escalations.

Ensure that a service request is raised for every parent query, request, or complaint receivedvia phone call, email, walk-in, or student diaryto maintain proper

2. Outstanding Fee Recovery

KRA: Ensure applicable fees are paid by parents and achieve high recovery.

Tasks:

• Monitor fee defaulters list regularly with the accounts team.
• Reach out to parents (calls, messages, one on one meetings) to ensure payment of pending fees

Human Resources and Development Job Description

• Explain policies and address payment-related queries as required.
• Collaborate with the finance/accounts team to solve receipt /other payment issues.
• Share daily/weekly updates on recovery progress to Principal
• Target/ Follow up closely with parents who repeatedly miss payments.

3. Parent Retention in case of School Leaving Certificate

KRA: Maintain LCs below 80% of projected LCs

Tasks:

• Interact with parents showing intent to exit (verbal/written).
• Reach out to understand concerns and reasons.
• Attempt re-engagement or resolution by aligning internal teams (academics, operations, etc.).
• Ensure every parent is met and 2 tier counselling is completed (1st Tier -PSL and 2nd Tier by Principal)
• Liaise with the Vertex team for case assignment they own the closure.
• Record and analyse exit reasons with patterns for leadership review.
• Provide timely required documents or LC and ensure the LC is error free
• Update every LC in GR register and government portal

Preferred candidate profile:

• Proactive Communication: Engage parents directly, not just send messages to departments within schools
• Ownership: Departments must own issue resolution; PSL initiates and facilitates. PSL should not chase internal departments for timely resolution and closure
• Team Collaboration: All members, including PSLs, attend and act on parent calls.
• Reporting: Maintain data and submit periodic reports to the School Principal for:
• - Parent Service request - status
• - Recovery status
• - Parent Exit details
• Co-ordinate with SSD -Special Service Desk -Based on requirement coordinate with SDD in case on any escalation or support
• Single Point of Contact: Acts as the dedicated liaison for all service-related tasks and parent concerns, ensuring streamlined communication and quick resolution.
• Tasks until complete Automation:
• - Issuing Bonafide /Transcript /Recommendation /Marksheet as per parents request within 24hrs of request.
• Ability to work with a diverse parent population.
• Excellent interpersonal and communication skills.
• Strong organizational and time-management skills.