Weekend Client Relations & Facilities Coordinator
hace 2 días
Birmingham
This is not a passive reception role. This is a high-responsibility weekend role combining front-of-house reception, admissions support, client relationship management, and end-of-day facilities upkeep. You will be the face and operational anchor of A-Team Academy at weekends. You will ensure that the academy continues to run professionally, smoothly, and to a high standard. This role is critical in protecting client experience, capturing admissions opportunities, and ensuring the physical environment is maintained to an excellent standard at all times. The Role You will be responsible for managing weekend operations across four key areas: 1. Front Desk & Reception • Acting as the first point of contact for parents, students, and visitors, • Handling calls, messages, and walk-ins professionally, • Ensuring all enquiries are acknowledged and recorded, • Maintaining a calm, organised reception environment2. Admissions Support, • Capturing and logging all incoming enquiries, • Conducting basic qualification of leads using set criteria, • Forwarding qualified leads to the Admissions & Enrolment Executive, • Ensuring no enquiries are missed, delayed, or lost, • Supporting consultation booking where required3. Client Relations (Weekend Coverage), • Maintaining communication with existing parents and clients, • Handling general queries with professionalism and care, • Identifying issues and escalating urgent matters appropriately, • Ensuring continuity of service when leadership is not on-site, • Providing reassurance and clear communication to parents4. Facilities, Cleaning & End-of-Day Standards, • Ensuring all teaching, reception, and communal areas are tidy and presentable, • Resetting rooms after sessions (chairs, desks, equipment, materials), • Conducting a final end-of-day walkthrough checklist, • Ensuring the academy is left in a professional, clean, and ready state for the next operating dayWhat Success Looks Like Success in this role is defined by consistency, ownership, and attention to detail. You will succeed if: • All weekend enquiries are responded to promptly and accurately, • No leads or messages are missed or lost, • Parents feel supported and informed at all times, • Admissions opportunities are correctly captured and handed over, • The academy maintains a professional, welcoming presence throughout the weekend, • Issues are escalated appropriately without delay, • The academy is left clean, tidy, and fully reset at the end of each shiftKey Performance Indicators (KPIs) Your performance will be measured across four core areas: 1. Responsiveness & Communication • Average response time to enquiries (target: within 15–30 minutes during working hours), • Percentage of enquiries acknowledged and logged (target: 100%), • Communication quality score (internal review from admissions/management)2. Admissions Accuracy & Lead Handling, • Lead capture accuracy (complete and correct enquiry information), • Percentage of enquiries correctly qualified and passed on (target: 90%+), • Number of missed or lost enquiries (target: zero), • Admissions team feedback on lead quality3. Client Experience, • Parent satisfaction feedback (weekend-specific issues or comments), • Number of unresolved or escalated complaints (target: minimal and well-handled), • Speed and quality of escalation for urgent issues, • Overall professionalism rating (internal review)4. Operational & Facilities Standards, • End-of-day facilities checklist completion rate (target: 100%), • Cleanliness and presentation audit score (spot checks), • Number of facility-related issues reported due to poor upkeep, • Consistency of room resets between sessionsWho We Are Looking For We are looking for a highly reliable, organised, and detail-oriented individual who takes pride in maintaining high standards and delivering excellent customer service. The ideal candidate enjoys being in a busy, people-facing environment and is comfortable balancing communication, administration, and operational upkeep. You may come from backgrounds such as: • Reception or front-of-house roles, • Hospitality or hotel environments, • Customer service or client support roles, • School or education administration, • Facilities support or caretaking roles with customer interaction What matters most is your ability to: • Communicate clearly and professionally, • Stay calm and organised in a busy environment, • Take ownership of tasks and follow through without supervision, • Maintain high standards of presentation and cleanliness, • Follow structured processes accurately, • Ensure nothing is missed or left unresolvedEssential Attributes, • Strong communication and interpersonal skills, • High attention to detail, • Reliability and consistency, • Strong sense of responsibility and ownership, • Ability to multitask effectively, • Professional and friendly manner, • Comfortable with both people-facing and operational tasks, • Strong organisational discipline, • Pride in maintaining environment and standardsThis Role Is NOT Suitable For Someone Who:, • Prefers purely administrative or desk-based work, • Is uncomfortable with responsibility for both people and environment, • Struggles to manage multiple tasks at once, • Needs constant supervision or direction, • Does not take initiative to maintain standards, • Avoids physical upkeep or cleaning responsibilitiesWhat We Offer, • Competitive hourly rate or salary package depending on hours, • Structured training and clear operational procedures, • Experience across admissions, client relations, and operations, • Opportunity for progression into admissions or operations roles, • A professional, high-standard working environment, • Exposure to a fast-growing education businessInterview Process Shortlisted candidates will be invited to interview in July 2026. The process will include practical scenario-based assessments covering communication, admissions handling, prioritisation, and operational judgement. Successful candidates will begin structured training and onboarding in August 2026. Application Process We are looking for individuals who take pride in responsibility, attention to detail, and maintaining high standards across both customer experience and operational environment.
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