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
• 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. 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. How to apply Send your CV and cover letter to Charlotte Rowe, Head of MAC ******************