JOB DESCRIPTION – SCHOOL PARENT SERVICE SUPPORT
- PSR – Parent Service Requests
KRA: Timely resolution of parent service requests and ensuring maximum parent satisfaction. Tasks:
- Log and categorize all parent service requests promptly.
- Acknowledge and initiate action within 24 hours.
- Route queries to the appropriate department with clear context.
- Track SLA-based closure timelines for each ticket.
- Conduct satisfaction checks post-resolution.
- Update parents proactively—don't wait for them to follow up.
- Maintain data for feedback trends and escalations. Ensure that a service request is raised for every parent query, request, or complaint received—via phone call, email, walk-in, or student diary—to maintain proper
2.Outstanding – Fee Recovery
KRA: Ensure applicable fees are paid by parents and achieve high recovery. Tasks:
- Monitor fee defaulters list regularly with the accounts team.
- Reach out to parents (calls, messages, one on one meetings) to ensure payment of pending fees
- Explain policies and address payment-related queries as required.
- Collaborate with the finance/accounts team to solve receipt /other payment issues.
- Share daily/weekly updates on recovery progress to Principal
- Target/ Follow up closely with parents who repeatedly miss payments
3.Parent Retention – in case of School Leaving Certificate
KRA: Maintain LCs below 80% of projected LCs Tasks:
- Interact with parents showing intent to exit (verbal/written).
- Reach out to understand concerns and reasons.
- Attempt re-engagement or resolution by aligning internal teams (academics, operations, etc.).
- Ensure every parent is met and 2 tier counselling is completed (1st Tier -PSL and 2nd Tier by Principal)
- Liaise with the Vertex team for case assignment – they own the closure.
- Record and analyse exit reasons with patterns for leadership review.
- Provide timely required documents or LC and ensure the LC is error free
- Update every LC in GR register and government portal
