Admissions Customer Experience Officer

Role Purpose
• Build strong, authentic relationships with prospective families, using warmth, authenticity and
emotional intelligence to create a compelling first impression of the school and inspire families
throughout their entire admissions journey.
• Drive enrolment through proactive, commercially minded admissions engagement,
understanding each family’s needs and motivations, nurturing interest at every stage and identifying
opportunities to maximise conversion from enquiry to enrolment.
• Deliver a seamless, responsive and highly organised admissions experience, ensuring every
interaction reflects the school’s standards and contributes to improved family satisfaction and NPS,
while maintaining accuracy, discretion and effective management of sensitive family data.
Core Responsibilities
A. Enquiries & Family Experience
• Respond promptly and professionally to enquiries from prospective parents by phone, email and in
person.
• Act as the first point of contact for prospective families, providing accurate information on curriculum,
fees and the admissions process.
• Build rapport with culturally diverse families throughout their admissions journey, ensuring a warm and
professional experience at every stage.
B. Tours, Open Days & Events
• Organise and lead school tours, open mornings and admissions events for prospective families.
• Coordinate logistics for open days and admissions fairs, working with academic and administrative
colleagues.
• Represent CBS positively at external events and community activities that support enrolment.
C. Applications & Enrolment Administration
• Manage the end-to-end admissions process: applications, entrance assessment scheduling,
interviews, offer letters and enrolment contracts.
• Coordinate collection and verification of enrolment documentation, including identification, previous
school reports and medical, visa or residency information where relevant.
• Liaise with Heads of Section and teaching staff on placement decisions and assessment outcomes.
D. Data, CRM & Reporting
• Maintain accurate, up-to-date applicant and pupil records in the school’s admissions database/CRM.
• Track enquiry-to-enrolment conversion and prepare regular admissions statistics for school
leadership.
• Support forecasting of enquiry volumes and enrolment numbers.
E. Compliance & Data Protection

CONFIDENTIAL INFORMATION 2
• Ensure applicant and family data is handled in line with GDPR and the school’s data protection policy.
• Support safeguarding procedures during the admissions and enrolment process.
• Escalate any admissions-related compliance concerns to the Head of MAC.
The post holder is expected to actively contribute towards the school and involve themselves
in the life of the school at all levels. This includes, although is not limited to, attending school
functions and events, which may be held outside of the standard working hours.
The candidate will provide support to Marketing such as taking photos or visiting local
community partners.

First Priorities
1. Learn CBS’s admissions process, CRM system and current enquiry pipeline.
2. Build relationships with Heads of Section, teaching staff and the wider school team.
3. Take ownership of the current cycle’s enquiries, tours and applications.
4. Establish a consistent, professional follow-up routine for prospective families.
5. Identify opportunities to streamline admissions administration and reporting.

Person Specification
Essential
• Fluent written and spoken English and Spanish.
• Previous experience in admissions, customer service, sales or front-of-house administration, ideally in
an educational or international setting.
• Strong organisational skills, able to manage multiple enquiries and deadlines at once.
• Confident, professional manner on the phone and face to face.
• Proficiency with Microsoft Office/Google Workspace and a CRM or school management system.
• Right to work in Spain and in possession of necessary documentation
Desirable
• Experience working within a British curriculum or international school environment.
• Familiarity with the Spanish education system and international school accreditation processes.
• Knowledge of visa/NIE processes for international families relocating to Spain.
• An additional language beyond English and Spanish.
Key Competencies
▪ Customer-focused ▪ Proactive & solutions-focused
▪ Organised & detail-oriented ▪ Strong team player
▪ Confident communicator ▪ Culturally sensitive
▪ Discreet & trustworthy ▪ Confident presenter
▪ Adaptable & resilient ▪ Fluent English & Spanish communicator
What Success Looks Like
Within the first term, success means CBS has:
• A responsive, professional admissions service that converts enquiries into enrolments.
• Accurate, up-to-date admissions records and reporting.
• A smooth, well-organised tours and events calendar.
• Families who feel welcomed and well-informed throughout the admissions process.
• Admissions activity that is fully compliant with GDPR and safeguarding requirements.

CONFIDENTIAL INFORMATION 3

Salary
27,000 € - 29,000 € gross / year
How to apply
Send your CV and cover letter to Charlotte Rowe, Head of MAC crowe@colegiobs.eu