Enrolment Officer

Role context The Marketing and Communications team enables and supports the ECMS brand, connecting audiences to our purpose and buildingthe strong standingof ECMS externally and internally. We are a service to our servicesand support services, and we bring our expertise to driving the organisation forward. The enrolment function is recognised as one of the first, and key, touchpoints a family has with ECMS for both Sessional Kindergarten and Long Day Care.

Role purpose The Enrolment Officer plays a crucial role at ECMS by ensuring quality and satisfaction across the enrolment process for both Sessional Kinder and Long Day Care. This role is responsible for delivering exceptional customer service to families during the enrolment window and ensuring that every enrolment enquiry is optimised towards enrolling in one of ECMS’s quality services.

This role works collaboratively with other Communications and Marketing team members to respond to enquiries, manage customer data and provide informed insights to the ECMS operations team for continuous service improvement. Key to the success of the role is also managing and supporting effective partnerships with providers and Councils.

Customer Service and Experience Provide exceptional customer service during enrolment period for both service leaders and families – phone, email, chat, meetings Maintain high levels of quality and satisfaction throughout enrolment process for new and returning families Ensure the benchmarks for delivery of customer service across the enrolments process are met Champion the ECMS feedback and complaints policy and procedure, valuing all customer feedback and identifying opportunities for continuous improvement Partnership Management Liaise with local government central enrolment system staff to receive customer enrolment data and ensure that ECMS is compliant with relevant kindergarten enrolment policies Liaise with centre directors, nominated supervisors and area managers to support a smooth enrolments process, including providing training and process documentation Support of partnership management plans with local Councils to optimise and showcase enrolment opportunities with council stakeholders Work with external partners including enrolment system provider to ensure the platform and partnership are fit for purpose Troubleshoot with key stakeholders (services, councils or platform providers) when required Work with other Communications and Marketing team members to divide tasks and responsibilities and support each other to deliver on team goals during peak periods Process Management Participate in the management of the centralised enrolments process including development of policies and procedures, identified pain points and fixes, and opportunities for efficiency Contribute to optimization of enrolment system platform (currently Kidsoft) to maximise positive experience for families and team Reporting and Data Enter customer data into the CRM during enquiry management and seek to minimise the number of actions a parent/family needs to take to enrol in an ECMS service Load data lists into the ECMS child management systems and contribute to reporting requirements in accordance with funding guidelines Ensure data from enrolment system is correct and available for key stakeholders e.

g. Finance Contribute to weekly reporting suite for pipeline and enrolments across both Sessional Kinder and Long Day Care Any other responsibilities as reasonably determined by organisation