Student Operations Coordinator

The Student Success Coordinator is responsible for managing customer enquiries, supporting prospective and existing families, coordinating student schedules, and maintaining high levels of customer satisfaction.

The coordinator serves as a primary point of contact for parents and students. They ensure that enquiries are answered promptly, concerns are resolved thoughtfully, scheduling matters are coordinated accurately, and families receive clear and consistent support throughout their relationship with TLS Tutorial Centre.

The role also supports customer acquisition by helping prospective families understand the centre's programmes and guiding suitable enquiries towards assessment, trial, registration, and enrolment.

This is primarily a customer relationship and service-execution role.

Key Responsibilities

1. Customer Queries and Service

Serve as a primary point of contact for prospective and existing parents and students.

Respond promptly to enquiries received in person, by telephone, through messaging platforms, and through other customer channels.

Provide accurate information about programmes, schedules, fees, attendance, make-up lessons, and centre policies.

Understand the purpose of each enquiry and provide a clear answer, solution, or next step.

Take ownership of customer matters and follow through until they are resolved.

Coordinate with educators and internal team members when additional information or action is required.

Maintain a warm, professional, and reassuring tone across all customer interactions.

Escalate sensitive or complex matters to the appropriate team member promptly.

2. Customer Satisfaction and Parent Relations

Build positive and dependable relationships with students and parents.

Ensure that families feel heard, informed, and supported.

Manage customer expectations clearly and respectfully.

Respond to concerns and complaints calmly, empathetically, and constructively.

Follow up after significant customer issues to confirm that the matter has been resolved.

Monitor recurring questions, concerns, and sources of dissatisfaction.

Record and communicate customer feedback to the Experience Design and relevant internal teams.

Support customer retention by identifying concerns early and coordinating an appropriate response.

Maintain strong service standards without making commitments that the centre cannot fulfil.

3. Customer Acquisition and Enrolment Support

Attend to enquiries from prospective families in a warm and responsive manner.

Understand each prospective student's academic needs, goals, and scheduling requirements.

Explain the centre's programmes, teaching approach, fees, and enrolment process clearly.

Recommend appropriate assessments, consultations, trial lessons, or programmes.

Follow up consistently with prospective parents after enquiries, assessments, and trial lessons.

Guide suitable prospective families through registration and enrolment.

Address questions or concerns that may be preventing a family from taking the next step.

Maintain accurate records of enquiries, follow-ups, and enrolment outcomes.

Work towards agreed enquiry-response, conversion, and enrolment objectives.

Use a consultative and student-centred approach rather than high-pressure selling.

4. Student Scheduling

Manage student lesson schedules, rescheduling requests, make-up lessons, assessments, and trial lessons.

Coordinate with parents and educators to identify suitable lesson timings.

Verify all relevant availability before confirming a schedule or change.

Communicate scheduling arrangements clearly to affected parents, students, and educators.

Maintain accurate and current scheduling records.

Identify potential scheduling conflicts and surface them to the relevant internal team.

Manage parental expectations relating to lesson availability, attendance, and make-up arrangements.

Follow through on outstanding scheduling requests until they are resolved.

Ensure that newly enrolled students are placed into the appropriate lesson schedule.

5. Customer-Facing Administration

Maintain complete and accurate customer and student records.

Document important enquiries, requests, concerns, and agreed actions.

Track outstanding customer matters and follow-ups.

Ensure that no enquiry or parent request is overlooked.

Keep enrolment, scheduling, and communication records current.

Prepare and manage relevant customer-facing documentation.

Maintain appropriate confidentiality when handling student and family information.

Provide updates on enquiries, enrolments, scheduling matters, customer concerns, and satisfaction trends.

Ideal Candidate Profile

The ideal candidate is warm, responsive, organised, and confident when communicating with parents. They should be comfortable managing a high volume of enquiries while maintaining accuracy and a personal level of service.

Relevant backgrounds may include:

Customer service or client servicing

Student services

Education sales or course consultation

Admissions or enrolment services

Front-of-house customer service

Customer success

Scheduling or customer administration

Parent or family liaison roles

Requirements

Strong verbal and written customer communication skills.

Able to respond to enquiries clearly, accurately, and promptly.

Warm, patient, and professional when supporting parents and students.

Able to manage complaints and difficult conversations calmly.

Strong follow-through and ownership of customer matters.

Highly organised and attentive to administrative details.

Comfortable coordinating schedules and handling changes.

Able to understand customer needs and recommend suitable programmes.

Comfortable following up with prospective customers and supporting enrolment.

Able to manage multiple conversations and outstanding matters simultaneously.

Comfortable using spreadsheets, calendars, messaging platforms, and customer-management systems.

Prior customer service, education, enrolment, or customer success experience is preferred.

Key Attributes

Warm and service-oriented

Responsive and dependable

Patient and empathetic

Clear and professional

Highly organised

Accurate and attentive to detail

Calm under pressure

Proactive in following up

Comfortable managing expectations

Commercially aware without being overly sales-driven

Committed to customer satisfaction

Success in This Role Looks Like

Customer enquiries receive prompt and accurate responses.

Parents know whom to contact and feel confident that their concerns will be addressed.

Customer matters are followed through until they are resolved.

Complaints are managed calmly and professionally.

Customer satisfaction remains consistently strong.

Recurring concerns and customer pain points are identified and surfaced early.

Prospective families receive clear guidance and appropriate programme recommendations.

Enquiries are followed up consistently and suitable families progress towards enrolment.

Student schedules are accurate and clearly communicated.

Customer and student records remain complete and current.

The Experience Design team receives useful feedback from daily customer interactions.

Why This Role Matters

The Student Success Coordinator is the human connection between TLS Tutorial Centre and its families.

By managing enquiries, resolving concerns, coordinating schedules, and supporting enrolment, the coordinator ensures that families receive dependable and thoughtful service. Strong execution in this role builds parent confidence, improves customer satisfaction, supports student retention, and contributes to the centre's continued growth.