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Retentions Agent (Temp) - SPARK Schools Support Office - Cresta - 2025

SPARK SchoolsZA

3 days ago

Job description

Job title : Retentions Agent (Temp) - SPARK Schools Support Office - Cresta - 2025

Job Location : Gauteng,

Deadline : October 26, 2025

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Responsibilities :

Retention & Complaint Interventions :

Engage with parents who have expressed dissatisfaction or intent to terminate.

Apply appropriate retention strategies and tools to attempt recovery of at-risk families.

Conduct timely follow-ups until issues are resolved or a final decision is made.

Document all engagement actions and outcomes in the CRM system.

Sentiment Monitoring & Survey Deployment :

Monitor overall parent and learner sentiment across the school network.

Deploy and manage parent satisfaction and sentiment surveys, including :

Net Promoter Score (NPS)

Customer Satisfaction Score (CSAT)

Custom feedback forms as needed.

Track and analyze survey results to identify trends and areas of concern.

Flag urgent sentiment drops or recurring complaints to relevant leadership.

Termination Management & Reporting :

Manage the full termination process, including :

Receiving termination requests

Confirming final decisions with parents

Logging, processing, and tracking through the appropriate systems

Analyse termination data and identify common reasons, patterns, and root causes.

Prepare and share weekly / monthly reports with leadership, including :

Termination trends by region / school / grade

Dissatisfaction alerts and recurring issues

Retention success rates and intervention outcomes

Stakeholder & Leadership Engagement :

Work closely with principals, heads of school, operations managers, and divisional leads to :

Share insights from sentiment data and termination trends

Escalate high-risk cases and offer retention support

Align on messaging and solutions to parent concerns

Participate in case review forums, management meetings, and retention strategy sessions.

Qualifications :

The ideal candidate will possess the following qualifications :

Matric / Grd 12 Qualification - Essential

A Tertiary qualification in Education, Customer Services, Business Administration or a related field is advantageous

A minimum of two years’ experience in a service, client retention role

Prior experience in a school environment or educational institution is highly beneficial.

Experience working in cross-functional teams and engaging senior stakeholders is essential

Experience using a CRM is preferred

Proficient in MS Office (Word, Excel, Outlook)

Fluency in English is essential and proficiency in other African languages is advantageous

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