Nova Pioneer is seeking an enthusiastic and motivated individual to join our team as a Customer Journey Engagement and Support Specialist. In this role, you will have two primary responsibilities: 


Engaging with potential leads and ensuring they have a smooth experience with Nova Pioneer's educational offerings.
Guide families who are interested in the Nova Pioneer Foundation’s Need-based Bursary Programme through the application process.


Duration: Immediately - 31 January 2026

ABOUT THE ROLE:

Lead Engagement and Conversion: 70% of time


Lead and Applicant Engagement: Contacting leads - telephonically and via email - and, when required, applicants, to provide essential information about Nova Pioneer's educational programmes and guide them through the application process.
Lead Qualification: Qualifying leads according to Nova Pioneer's criteria, including the child's age eligibility for the desired grade and the parent's budget for school fees.
Provide Information: Deliver detailed and accurate information about Nova Pioneer's educational programmes, culture, and values to potential leads.
Lead Conversion: Assist leads in completing the application process, including submitting applications on behalf of parents, and converting them to applicants.
Scheduling: Coordinate with the Admissions Team to schedule families for open days, tours, and assessments, according to the team's availability.
Documentation: Maintain accurate records of all calls, including lead status, feedback, and outcomes, using the provided system, and update Salesforce with lead information.
Performance Targets: Strive to meet weekly lead contact targets.
Feedback: Report challenges, feedback, and insights to the Leads Team for continuous improvement.


Bursary Pipeline Support: 30% of time


Update Need-Based Bursary Applications: Regularly update and maintain Need-Based Bursary applications on Salesforce, ensuring adherence to the agreed policies and processes.
Review Applicant Documentation: Thoroughly review Need-based Bursary applicants’ documentation for completeness and compliance with bursary requirements.
Communication and Reporting: Keep both families and Nova Pioneer teammates informed about the status of applications by providing regular updates via reports, emails, and scheduled meetings.
Follow-Up with Families: Proactively follow up with families to request any additional documentation or contextual information required for the Foundation to make informed decisions.
Progress Reporting: Prepare and submit progress reports on the status of Need-Based Bursary applications, tracking milestones and outcomes.
Update Trackers: Maintain and update relevant trackers in a timely manner to ensure that Nova Pioneer Schools have all necessary information for effective bursary management.
Review and Recommend Process Improvements: Regularly evaluate and recommend improvements to the Nova Pioneer Foundation’s processes and policies, ensuring efficiency, professionalism, and continuous improvement.
Parent Support: Address and resolve parent concerns and queries related to the Need-Based Bursaries, ensuring high-quality customer service and support.


About You

Qualifications:


Strong communication and interpersonal skills.
Excellent phone etiquette and active listening abilities.
Ability to work independently and manage time efficiently.
Attention to detail for accurate documentation.
Proficiency in using mobile devices and applications.
Previous experience in call center or customer service roles is a plus.


Additional Information:


This is a temporary, full time position.
A Nova Pioneer issued cell phone and chromebook will be provided.
Airtime will be provided for work-related calls; however, callers are required to choose cost-effective promotional airtime bundles.
The role may require flexibility to accommodate different working hours / focus areas..
Training will be provided to familiarise candidates with Nova Pioneer's educational offerings and qualification criteria.