Description
Parent Experience Manager
Head Office with occasional nursery visits
£28k - £32k Pro Rata (Depending on Experience)
Part Time - 25 hours per week - 9/10am - 3pm - Monday to Friday.
Overview
The Parent Experience Manager plays a pivotal role within the Monkey Puzzle Nursery Group (MPNG), ensuring prospective families receive an exceptional and welcoming onboarding experience from their very first interaction.
This role is responsible for managing all new parent enquiries across the MPNG nurseries, responding promptly and professionally across multiple communication channels including phone, email and WhatsApp. The Parent Experience Manager will build strong, supportive relationships with families, clearly understand their childcare needs, and guide them confidently through the enquiry, visit and registration process.
Working closely with nursery management teams, the Parent Experience Manager will help identify opportunities to increase occupancy, support seamless communication, and maintain accurate, up to date enquiry records. As the first point of contact for parents, the ideal candidate will be warm, reassuring and knowledgeable, representing the MPNG values at every stage of the parent journey.
Key Responsibilities
* Respond promptly to all inbound “new childplace” enquiries via phone, email or online form.
* Act as the first human touchpoint for new families, offering a supportive and reassuring presence as parents take their first steps into nursery life.
* Confidently discuss nursery life, the MPNG ethos, and the services we offer to help parents make informed decisions.
* Clearly explain nursery fees, available funding options and schemes such as Tax-Free Childcare.
* Accurately update the CRM system with all parent and child details.
* Work closely with Nursery Managers to arrange and coordinate nursery visits.
* Collaborate with the Marketing Team and Nursery Managers to identify improvements across the enquiry and parent experience process.
* Follow up with parents after their visit and support them through the next steps, aiming to convert enquiries into registrations.
* Produce clear records and reports relating to enquiries, registrations and conversion activity.
* Participate in nursery open days and parent facing events to promote an exceptional family experience.
Skills, Knowledge and Expertise
* Customer facing experience (desirable)
* Early Years experience (desirable)
* Excellent communication skills and ability to build strong relationships (essential)
* Excellent time management and organisation skills. (essential)
* Ability to work independently and manage workload (essential)
Benefits
• Length of Service Recognition: We want you stay with us! We recognise and reward your length of service with Monkey Puzzle
• Enhanced Maternity Pay: Enhanced pay after 2 years’ service
• Private Healthcare
• YuLife: You will be enrolled into our Group Life Assurance policy and have access to the YuLife app
• Flexible Working
• Conversion based incentive
• Social Events: We arrange catch ups with the team alongside our Christmas parties
• Additional Annual Leave Entitlement
#Berkhamsted
Safeguarding Statement
Monkey Puzzle Day Nurseries are committed to Keeping children safe; therefore, it is necessary for the appropriate level of criminal record Disclosure and Barred check to be undertaken. All posts involving direct contact with children and vulnerable adults are exempt from the Rehabilitation of Offenders Act 1974. However, amendments to the Exceptions Order 1975 (2013 & 2020) provide that certain spent convictions and cautions are 'protected'. These are not subject to disclosure to employers and cannot be taken into account. All candidates will be asked to provide details of all unspent convictions, you may be asked for further information about your criminal history during the recruitment process. If your application is successful, this self-disclosure information will be checked against information from the Disclosure & Barring Service before your employment commences.
Monkey Puzzle Day Nurseries is a renowned brand that offers outstanding day nursery and preschool child care services for children aged 3 months to 5 years old. With over fifteen years of experience, Monkey Puzzle has worked closely with parents, staff, and Ofsted to deliver exceptional childcare, providing children with unlimited opportunities to play, learn, and grow in a safe and secure environment. With a network of carefully designed nurseries across the United Kingdom, Monkey Puzzle is dedicated to supporting families and answering the question, "Where can I find a nursery near me?". Their nurseries are located in various counties and London boroughs, ensuring accessibility for families in different areas. Monkey Puzzle also prioritizes the growth and development of their team members. They offer apprenticeship programs, early years career opportunities, and comprehensive training and development for their staff, resulting in a highly skilled and dedicated team. From babies to preschoolers, Monkey Puzzle caters to the educational and developmental needs of children in each age group. Their curriculum is based on the Early Years Foundation Stage, ensuring that children are well-prepared for their transition to school. Choose Monkey Puzzle for exceptional childcare and a nurturing learning environment for your child's early years.