Community Engagement Lead

Roles & Responsibilities

About the School – Brighton College (Singapore)

Brighton College (Singapore) is an exciting place to work, and it is our staff who make our community a vibrant and stimulating environment.

The academic success of the Brighton College Family of Schools is due to excellent, innovative and well-planned teaching. Above all, therefore, we are looking for individuals who foster a passion for learning and who demonstrate an ability and genuine desire to develop pupils and staff to their fullest potential.

The school now has an exciting opportunity for an experienced Community Engagement Lead to join our fantastic team.

About the role

The Community Engagement Lead is responsible for providing an exceptional community and parent experience that drives retention of pupils and increased advocacy of the College. The position is the link between the school and the community where we build trust, support, and open dialogue between community members and the school. The Community Engagement Lead shares our vision & objective while providing service excellence for the community. They will provide a platform to 'delight' our school community through exceptional parent engagement, experience through efficient processes and diverse opportunities to continue to promote advocacy.

What you will be doing:

Retention and Parent Satisfaction

• ​Facilitate a strategic plan to help increase retention within school through greater community engagement and excellent parent satisfaction
• Drive initiatives that develop and foster relationships within our parent community and deliver the highest levels of satisfaction, ensuring excellence in the overall experience to our pupils and families.
• Engage the academic teams in retention initiatives.
• Build and maintain relationships with Parent Representatives. Provide support parent-led events and manage communication channels
• Facilitate transition from year to year and identify connection opportunities throughout the year. More specifically, focus on critical transition years from Year 1 & Year 6.
• Ownership and management of the Voice of the Parent annual survey; including roll out, analysis, outreach, follow up and Reporting to key leadership groups.
• Manage feedback and oversee internal & external parental concerns to ensure effective and long-term resolution. Receive (directly or through forwarding) and handle all queries and feedback from parents; forwards academic queries to the Academic Leadership Team and manage operational feedback.
• Initiates prompt and effective action on all feedback, questions, concerns, and suggestions, as well as conduct quality assurance follow-up; respond to inquiries regarding services and school related issues.
• Resolves challenging situations in a professional manner and accurately communicates pertinent information to support a parent satisfaction culture; escalates to appropriate party as required.
• Mediates with responsible internal and external service providers e.g. bus company, catering, CCA staff, until resolution is achieved and keep parents engaged during the process until the final outcome and/or resolution is reached.
• Work with the communications team to communicate to all parents/groups of parents any operations news/notifications. Works with the communications team to provide comprehensive support, information and introduction to parents around school systems, campus facilities and events

Withdrawals

• Processing of all withdrawals in Dynamics that have been submitted from parents and school leadership, including confirmation with families.
• Annually review the withdrawal process to ensure it is meeting parent and school needs.
• Managing the leaver's feedback and reasons for departure, and more specifically follow-ups with on-island leavers.
• Provide weekly updates on known leavers to relevant stakeholders
• Analyse and report weekly leaver data for forecast calls.
• Create an annual leaver report to be shared with BCS and Cognita stakeholders.

Community Engagement

• Works closely with our Parent Representatives to enhance community involvement.
• Sets annual strategic goals which along with the school wide strategic plan and retention and service initiatives.
• Provide onboarding support to parents once the pupil(s) begins school
• Ensure parents are supported and onboarded appropriately
• Assist with parent questions and concerns
• Seek feedback on the new joiner experience
• Implement improvement strategies based on onboarding feedback.
• Management of retention initiatives, their implementation and review for future years.

Brighton Talks- Parent Education Programme

• Drawing upon the expertise within and outside of the school, design and deliver a calendar of workshops or seminars for parents (e.g. digital safety, transition support, curriculum insights).

Events

• Key driver of year-long school events involving families- Brighton Society events, festive and cultural celebrations, Speech Days, Graduation ceremonies
• Attend all meetings and provide school wide view
• Budget management of these events
• Ownership of the calendar process for the general and events calendars.
• Implement post-event feedback to evaluate impact and continually improve future parent-facing events.

Administration

• Support management of reporting requirements to track performance against targets, communicate plans, accomplishments, progress/status, issues and concerns, risks, contingencies and potential solutions.
• Ownership of relevant community SOPs including annual review and update.

Alumni Relations Support

• Collaborate with the marketing or development team to maintain connections with alumni families and integrate them into school events and communications.

Crisis Communication Liaison

• Act as a point of contact for parents during crisis situations (e.g. Pandemic, closures), supporting the leadership team in managing clear and calm communications.

​Community Impact & Outreach

• Coordinate opportunities for parent and pupil involvement in local charitable or service initiatives, supporting the school's outward-looking ethos.

Family Referral Programme Management

• Oversee any parent referral schemes, ensuring positive word-of-mouth advocacy is nurtured and recognised.

Parent Behaviour Guidance

• Lead on setting and modelling expectations for parent conduct and communication, supporting a respectful, professional partnership with the school.

Oversight of the Parent Handbook

• Ensure the Parent Handbook is accurate, up to date, and reflective of current school policies and procedures. Lead the annual review process in collaboration with relevant academic and operational teams and coordinate its distribution to all families

Who we are looking for:

• 3 to 5 years of work experience in leading a customer service role.
• Highly developed communication, interpersonal and influencing skills to motivate and work effectively with individuals and teams.
• Poised, diplomatic and highly organised, able to guide stakeholders in event planning and parent engagement
• Ability to manage multiple high priority tasks in a time sensitive and fluid environment with attention to detail and accuracy Management skills to successfully perform the planning, directing, reporting and administrative responsibilities.
• Ability to prepare informative and concise summary reports.
• Ability to work independently as well as promote and participate enthusiastically in organisational teams.
• Proficiency with various software programs to manage functions of the role.
• Awareness of commercial sensitivity and demands for confidentiality.
• Ability to manage budgets and exhibit fiscal responsibility
• Proven results and skills in executing customer experience improvement programs.
• Shared commitment to the safeguarding and promoting the welfare of children and young people.
• Bachelor's degree
• Experience in education and working with a multinational clientele is an advantage

SAFEGUARDING AND EQUAL OPPORTUNITIES

Brighton College is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. Any offer of employment will be subject to an enhanced DBS disclosure, / international Police checks, the receipt of satisfactory references, the College's pre-employment medical question, relevant original ID documentation and examination certificates. The College understands that a robust, fair and transparent recruitment and selection policy plays a central role in achieving this aim.

The College is committed to ensuring that the recruitment and selection of staff is conducted in a manner that is systematic, efficient and effective and promotes equality of opportunity.

The College reserves the right to appoint a candidate to the role in advance of any deadline date, in the event that a suitable candidate can be appointed.

Brighton College (Singapore) Pte Ltd

Applicants are required to submit their application through our Applicant Tracking System (ATS). Kindly copy-paste this link into a browser https://cognitapeople.csod.com/ux/ats/careersite/1/home/requisition/1376?c=cognitapeople&source=MyCareersFuture

Tell employers what skills you have

Influencing Skills
Management Skills
Parent Education
Reserves
Budget Management
Customer Experience
Police
Administration
Event Planning
Advocacy
Programme Management
Customer Service
Service Excellence
Directing
Catering
Alumni Relations

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