Founded in Oxford in 2009, Pamoja is the leading online course provider for the world’s most sought-after international secondary school curricula. It is the only company authorised by the International Baccalaureate to provide online courses for the IB Diploma, and it is accredited by Cambridge Assessment International Education as a Cambridge International School. Over the past decade, Pamoja has developed a truly global community of learners, expanding the curriculum of its international school customers and providing their students with a broader range of course options and increased opportunities for personalised learning. During the 2020-21 academic year, Pamoja enrolled more than 3,700 students from 749 schools in 110 countries.
Faria is a leader in international education systems & services, offering an integrated systems suite across learning, admissions, school-to-home and online courses & study services to over 10,000 schools and 4 million students in 155 countries.

This is temporary role for the period 16th August 2021 to 8th October 2022. The School Services Coordinator (SSC) will play a significant role in contributing to the growth and success of Pamoja. Managing relationships with over 640 Schools in 110 countries, supporting students taking online courses. The SSC provides a wide spectrum of support and proactive account management services to schools, including academic monitoring and enrolment management and is responsible for building relationships with current schools to support the retention of enrolments, and increase student enrolments in line with growth targets.

Responsibilities

1. Account Management: provide a high level, quality school account management service, proactively building relationships with current schools to support the retention of enrolments and increase new student enrolments to meet our growth targets.

Responsibilities include:

• Be the first point of contact by responding to in bound phone calls and resolve help centre requests from students, Pamoja teachers and the appointed school SBC (Site Base Coordinator)
• Deliver first line technical support to the Pamoja community
• Record all communications accurately and actions taken
• Proactive monitoring of student engagement and immediate follow up of reported student malpractice
• Deliver daily monitoring of the systems for student drop requests, ensuring all possible avenues have been explored prior to student drop
• Support and work closely with all OSC Pamoja internal teams including AOOs (Academic Operation Officers) the Principal of Online Courses.
• Share relative business intelligence with Marketing and Business Development

2. Escalation: Provide the appropriate level of escalation.

Responsibilities include:

• Ensure the appropriate level of escalation is reached in a timely manner as necessary
• Keep a record of the trends of escalation required in order to provide appropriate steps to avoid future issues of the same nature
• Support the Administration services required for Pamoja Education, ensuring that the Diploma Programme (DP) services are fulfilled in accordance with the IB and PJE operational calendars

3. School Support and Service Coordination: To provide a high level, quality support and customer service to schools, students, SBC’s and DP’s.

Responsibilities include:

• Support timely execution of the student enrolment process in line with the operation calendar
• Facilitate the induction and training of school SBCs – monitor gaps for SBC training and highlight benefits of completion
• Monitoring of student and SBC engagement data
• Proactive on-going communication to SBC’s to keep them appropriately informed of company activities and enhancements to systems and processes
• Support the publication of student term reports for Pamoja Taught courses

Other

4. Supporting activities. Responsibilities may include but are not limited to:

• Contribute to the on-going development of CRM and Help Centre and other systems as appropriate
• Opportunities to be involved with leading and supporting customer telephone conferences and webinars

5. Project based work. Responsibilities may include but not be limited to:

• Represent School Services by attending, inputting or even owning system Improvement projects
• Author and publication of help centre articles
• Support new product launch projects
• Contribute to customer case studies

• Proven customer service experience and be able to handle situations with empathy
• The ability to adapt/respond to different types of characters
• Excellent communication skills
• Able to work under pressure and deliver to tight deadlines
• Ability to multitask, prioritise effectively and strong attention to detail
• A team player with a sense of humour
• Familiar with Excel and CRM system practices
• Ability to work in an ever-changing, exciting & busy environment

Key information:

• Date of the employment: from 16th August 2021 to 8th October 2022
• 35 hours per week
• There will be a requirement for some half day weekend working during September

Benefits

• Monthly Health & Wellness Allowance

All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality or sex. Faria operates a safer recruiting policy and the successful applicant may be required to complete an enhanced disclosure from the DBS and an Enhanced Check for Regulated Activity.

Please note: Due to a high volume of applicants, only shortlisted candidates will be contacted.