Job Description: Parent Service Executive (PSE)
Location: ChennaiIndustry: Education / School AdministrationReports To: Principal / GM
Role Overview
The Parent Service Executive (PSE) acts as the single point of contact (SPOC) for parents, ensuring all queries, concerns, and grievances are addressed within defined timelines. The role focuses on enhancing parent satisfaction, communication transparency, and service excellence within the school.
Key Responsibilities
1. Parent Relationship Management
· Serve as the primary interface between parents and the school
· Build strong relationships with parents to improve trust and engagement
· Ensure a positive and welcoming experience for all parent interactions
2. Query & Grievance Handling
· Manage all parent queries (academic, transport, fee, admin, etc.)
· Maintain a ticketing/grievance system with proper tracking
· Ensure resolution within defined TAT (Turnaround Time)
· Escalate unresolved issues to the Principal / Management
3. Coordination & Follow-ups
· Coordinate with internal departments (academics, transport, accounts, admin)
· Track and follow up on pending issues until closure
· Ensure zero communication gaps between stakeholders
4. Documentation & Reporting
· Maintain records of complaints, feedback, and resolutions
· Generate weekly/monthly MIS reports
· Highlight recurring issues and suggest improvements
5. Parent Engagement Activities
· Support parent meetings, orientations, and events
· Assist in implementing feedback mechanisms (surveys, calls, etc.)
· Promote school initiatives and communication campaigns
6. Service Quality & Process Improvement
· Monitor parent satisfaction levels
· Suggest process improvements for better service delivery
· Ensure adherence to school policies and service standards
Required Skills & Competencies
· Excellent communication skills (English + Tamil mandatory)
· Strong problem-solving and conflict resolution ability
· High level of empathy and patience
· Good organizational and multitasking skills
· Proficiency in MS Office / CRM tools / School ERP systems
· Ability to work under pressure and manage escalations
Educational Qualification
· Graduate in any discipline (preferred: MBA / MSW / Communication / Education Management)
Experience Level
Level
Experience
Profile Expectation
Entry Level
1–3 years
Customer service / front office / school admin
Mid Level
3–6 years
Experience in school operations / parent handling
Senior PSE / Lead
6–10 years
Team handling, escalation management, process ownership
Salary Range (Chennai – Schools like Velammal)
Level
Monthly Salary
Annual CTC
Entry Level
₹18,000 – ₹25,000
₹2.2L – ₹3.0L
Mid Level
₹25,000 – ₹30,000
₹3.0L – ₹5.0L
(Top-tier campuses or premium CBSE/International schools may offer slightly higher packages.)
KPIs / Performance Metrics
· Parent satisfaction score (CSAT)
· Query resolution TAT adherence
· Number of escalations
· Complaint closure rate
· Feedback improvement trends
Ideal Candidate Profile
· Experience in schools like CBSE/ICSE institutions or large educational groups
· Background in customer experience or relationship management
· Ability to handle sensitive parent concerns professionally
Optional Structure (Recommended for Implementation)
· 1 PSE per 800–1200 students
· Escalation hierarchy:
o PSE → Coordinator → Principal → GM
· Defined TAT:
o Basic queries: 24 hrs
o Complex issues: 48–72 hrs
Pay: From ₹18,000.00 per month
Work Location: In person
