Community Engagement Officer

NLCS (Singapore) believes that each employee makes a significant contribution to our success and that contributions should not be limited by the assigned responsibilities.

Therefore, this position description is designed to outline primary duties, qualifications, and job scope, but not limit the employee, nor NLCS (Singapore), to only the work identified. It is the expectation of the school that each employee will offer his/her services wherever and whenever necessary to ensure the success of our organisation.

Our School is committed to safeguarding and promoting the welfare of children and young people. The School expects all teaching staff, non-teaching staff and volunteers to share and uphold this commitment.

Objective

To excel in customer service by overseeing and managing internal communication and parent feedback- and complaint process. The role requires a deep understanding of school activities and events to effectively communicate with parents and promote the school in the wider community.

Main Responsibilities

1. Internal Communications Strategy Management: Develop and implement a clear communications strategy to ensure effective, consistent, and timely communication with parents, alumni, and staff.

2. Alumni Management : Take responsibility for managing the school's alumni community, building engagement through accurate record-keeping, events, newsletters, and targeted outreach initiatives.

3. Weekly Newsletter Production: Lead the creation and distribution of the weekly parent newsletter, ensuring it is accurate, engaging, and reflective of school activities and ethos.

4. Parent & Alumni Publications and Initiatives: Support the production of parent-facing publications and initiatives such as school magazines, feedback forums, coffee mornings, and other engagement events.

5. Parent Portal Oversight: Manage and maintain the parent portal and community app, ensuring content is accurate and up to date. Troubleshoot technical issues, coordinate enhancements, and work with stakeholders to improve usability.

6. Reception Staff: Line-manage the reception staff, ensuring professional standards of customer service, effective front-desk coverage, and smooth day-to-day operations.

7. Parent Relations & Customer Experience: Act as a visible representative of the school at formal events and functions, actively fostering strong relationships with parents and guardians. Monitor and improve the "parent experience" across all points of contact, feeding back recommendations for improvement.

8. Feedback Management: Serve as the first point of contact for parental feedback, including compliments, concerns, and complaints. Ensure responses are professional, timely, and solutions-oriented.

9. Complaints Procedure Management: Oversee the school's parental complaints process, ensuring all complaints are recorded, tracked, investigated, and resolved in line with policy.

10. Parent Ambassador Programme: Work with the Head of Community Engagement to design, launch, and manage a parent ambassador programme that encourages testimonials, reviews, and referrals, while fostering connections between existing and prospective families.

11. Social Media Engagement: Monitor and participate in social media parenting and expatriate groups to identify opportunities where prospective families are seeking school recommendations.

12. Events & Engagement Support: Support the planning and delivery of parent- and alumni-facing events, ensuring communications and logistical arrangements enhance the overall experience.

13. Cross-Departmental Collaboration: Collaborate with internal teams (Marketing, Admissions, Partnerships) to ensure parent and alumni initiatives align with the school's broader strategic priorities.

14. Photography & Videography Oversight: Coordinate photography and videography projects, securing permissions from families and ensuring content is accessible for editorial and marketing purposes.

15. Data & Reporting: Monitor patterns in parent and alumni communication and feedback, preparing regular reports for the Head of Community Engagement and the Senior Leadership Team.

Safeguarding

Adhere to and remain informed about the school safeguarding policy, ensuring all communications and activities are compliant.

Qualifications/Skills

• Diploma and above in Mass Communications, Public Relations or Business Administration
• Preferably with 5 years of marketing and communications experience in direct marketing, digital campaigns and running multi-media campaigns.
• Meticulous, resourceful and with a strong sense of initiative.
• Ability to manage multiple projects simultaneously in a fast-paced environment