Parent Fee Support Coordinator (Eldoret based)

Nova Pioneer is looking for a superstar Parent Fee Support Coordinator who will be based in Eldoret to serve our families in Eldoret Girls and Eldoret Boys Highschools. This is an exciting opportunity to be a part of an innovative network of schools that is developing generations of innovators and leaders who will shape the African Century. This is an entry level role with an immediate need to start in April.

As a vital member in our Eldoret campus family, you'll be the initial touchpoint for our families, extending support and assistance. Your responsibilities might extend to other campuses as needed, adapting to evolving circumstances.

Your primary focus will be promptly and courteously addressing all family inquiries via email and phone, especially regarding school fee payments and associated concerns. Collaborating closely with the school, admissions, and finance teams, you'll ensure accurate updates to student account statements, facilitating timely fee collections for the school's operations.

Your role is crucial in maintaining positive relationships with our families and ensuring smooth financial transactions.

ABOUT NOVA PIONEER

Imagine a world in which every young person across Africa attends a school that truly sets them up for success in the 21st century. A school that cares about individual students and allows them to explore the world around them. A school that focuses more on developing skills than on memorizing content. At Nova Pioneer, we have done more than just imagine this future, we are bringing it to life. Nova Pioneer is a pan-African, independent network of schools offering high quality, accessible education from pre-primary through secondary school. Nova Pioneer uses a unique, enquiry-based learning approach that encourages students to ask “why” instead of telling them the “what”. It allows them to form their own thinking through exploration, investigation and collaboration. Nova Pioneer currently has 17 schools in South Africa and Kenya with a vision to launch 100 schools and reach tens of thousands of students across the African continent in the next decade. To learn more visit www.novapioneer.com.

ABOUT THE ROLE

Key responsibilities for the role include:

Family engagement through email - Zendesk

• Respond to family emails coming in through Zendesk.
• Maintain a positive, empathetic and professional attitude towards customers at all times
• Ensure customer queries are responded to within agreed timelines
• Escalation of queries that require to
• Ensure records of customer interactions, comments, complaints and transactions are maintained

Family engagement on-call - Work lines

• Answer calls from parents
• Maintain a positive, friendly, empathetic and professional attitude towards customers at all times
• Ensure family calls are attended to within agreed timelines
• Ensure records of customer phone interactions, comments, complaints and transactions are maintained

Family Statement Updates

• Respond to all statement update requests from families on email and calls offering assurance and progress updates
• Update all requests for the finance team to update the family statements
• Escalate any concerns regarding statements updates that present a challenge
• Closeout all statement requests with families once they have been finalised.

General

• Support financial clearance and gating at the start of the school term for any students with arrears and who show up to school.
• Contribute to the ongoing improvement of Nova Pioneer by suggesting and implementing measures that increase productivity, reduce costs and raise customer service levels
• Achieve and maintain proficiency with the system and tools required to perform duties
• Other duties as assigned.

Key responsibilities

• Family engagement through email - Zendesk
• Family engagement on-call - Work lines
• Liaising with Finance for statements updates
• Other General responsibilities

ABOUT YOU

Skills, Experience & Qualifications required:

• A Bachelor’s Degree (in Business preferred)
• CPA (Part I) - Preferred

Core Skills and Competencies

• Customer service experience is desirable.
• Experience in a startup or in a company that gives you significant autonomy and responsibility is a plus!
• Results-driven: goal-oriented, move fast and take ownership of work.
• Eager to learn and accepts feedback as a positive step to professional growth
• They are excited about our organizational culture—and in particular, they are fired up to challenge themselves by embracing mutual vulnerability and a firehose of feedback
• Ability to treat all confidential information with the utmost professionalism.

HOW TO APPLY

Does working at Nova Pioneer excite you? If so, then apply now!

To apply, please complete the form on the right-hand side of this page. We cannot process applications that are emailed to us.

Please note: Where a copy of your resume is required, you are encouraged to attach your resume in PDF format to protect formatting.

There are a series of stages in the Nova Pioneer interview process and candidates will be moved forward in the process depending on their success in the previous stage. The process is as follows:

• Phone interview: a short conversation to understand your skills and experience a little better.
• Practical demonstration of what you can do: you will complete a written task or a demonstration related to the role you are applying for.
• In-person interviews: at this point, you will visit one of our schools to meet the team and participate in a series of in-person interviews.
• Final interview: you’ll have a final conversation with the hiring manager before decisions are made.

WORKING AT NOVA PIONEER

Nova Pioneer is a place where our people experience tremendous growth, fast! We invest heavily in the growth of our people because it leads to greater mastery in both us and our students. “Novaneers” work harder and work longer hours than most schools but as a result, the growth they experience is extraordinary. We offer consistent and ongoing personal development and provide clear career pathways that ensure that our people are always achieving their personal and professional best. Nova Pioneer has a highly energetic, entrepreneurial environment where our people get to bring their creative and innovative ideas to life. We look for people who are flexible and who are able to adapt and respond quickly to adversity with a positive, can-do attitude (there are no problems, only solutions!). We welcome challenges and roll with the punches because it makes us, and our students, better. There is no problem too big for us! We work hard but we also have a lot of fun together. We bring infectious energy and enthusiasm to everything we do because joy fuels the hardest work and learning. Read more about our culture principles here.

Nova Pioneer will never request an application fee from candidates. If you are contacted with a request to pay a fee from someone claiming to be a Nova Pioneer Talent or Recruitment representative, please do not pay them and report it to us immediately on talent.ke@novapioneer.com or talent.sa@novapioneer.com.