At a Glance
- Tasks: Lead the parent and candidate experience, ensuring seamless interactions from enquiry to onboarding.
- Company: Join Fennies, a family-run organisation dedicated to nurturing children and supporting families.
- Benefits: Enjoy a competitive salary, quarterly bonuses, generous leave, and wellbeing support.
- Other info: Be part of a supportive team focused on growth, community, and celebrating diversity.
- Why this job: Make a real impact by shaping experiences that matter for parents and candidates.
- Qualifications: Experience in customer or candidate experience roles with strong analytical and training skills.
The predicted salary is between 28000 - 29000 £ per year.
Location: Epsom (with some flexibility)
Salary: Up to £58k
Quarterly performance related bonus
Full time, Mon-Fri, 40 hours per week
Own the end-to-end experience for every parent and candidate who interacts with Fennies, shaping the process, systems and standards that turn a first enquiry into a lasting relationship. At Fennies, we nurture our people to build a thriving community for children, families and educators. If you're a driven, experience-obsessed team player who loves turning process, data and training into a seamless journey for parents and candidates alike, this is your opportunity to own that experience across Fennies and be part of a high performing team.
Why join Fennies? We’re ambitious and innovative – but our purpose to provide the very best Early Years experience for the children in our care is what motivates us every day. We’re committed to being the best, so if you’re looking for a role that enables you to use your commercial acumen in a role that has real purpose, then we’re keen to hear from you.
- Competitive salary and bonus
- Pension scheme
- Wellbeing And Lifestyle Benefits
- 25 days annual leave increasing by 1 day per year of service (up to 30) plus bank holidays
- BUPA wellbeing support
- Free daily meals from the Fennies Café
- Childcare discount and support
- Generous childcare discount
- Career Development
- A supportive, professional team focused on delivering results and having impact
- Training and development related to your role
- A community of committed, high achieving colleagues
- Regular team forums and networking
- Summer BBQs, Christmas events and company celebrations
- Recognition and reward through the Fennies Club long service awards
About The Role: As Parent and Candidate Experience Manager, you will own the end-to-end experience of everyone who interacts with Fennies through the Admissions and Talent funnels — from a parent's first enquiry to a candidate's first day — setting the standards, process and systems that deliver it consistently, and holding performance to account through clear SLAs and analytics.
You Will:
- Own the parent and candidate experience end-to-end, mapping every touchpoint across the Admissions and Talent journeys to identify friction, gaps and opportunities
- Define what an outstanding parent and candidate experience looks like at Fennies, and set the standards the Admissions and Talent teams work to
- Build and own the playbooks, SOPs and scripts that Admissions Execs and Talent Execs use day-to-day, ensuring consistency across every site and every hire
- Develop and maintain clear policies covering response times, follow-up cadence, escalation and service recovery
- Design and deliver training programmes for the Admissions and Talent teams, and own onboarding for new joiners into those teams
- Own the CRM, ATS and enquiry management systems that underpin the parent and candidate journey, driving adoption and configuration
- Define and own SLAs for parent and candidate experience, including response times, conversion stages and follow-up standards
- Build and run weekly analytics reporting individual performance against target, using insight to drive coaching, training and accountability conversations
- Feed experience, SLA and performance insight into wider Business Development reporting
What We're Looking For: You're a driven, detail-focused leader who loves turning process, training and data into a seamless experience for the people who matter most to Fennies — our parents and candidates.
You Will Have:
- Proven experience designing or owning a customer, parent or candidate experience function, ideally spanning more than one team or journey
- Strong process and policy design skills, with a track record of building playbooks or SOPs that others follow consistently
- Confident designing and delivering training, with the ability to coach individuals using performance data
- Comfortable owning CRM/ATS or similar systems, driving adoption and configuring them to support process
- Strong analytical skills, able to build and interpret weekly performance reporting and translate it into action
- Excellent stakeholder management, able to work cross-functionally as a peer to other functional leads
- High attention to detail and a genuinely high bar for what good service looks like
Most importantly, you will bring a genuine passion for great experience, sharp process thinking, and the analytical rigour to prove it's working.
Diversity and Inclusion: At Fennies, we celebrate diversity and believe inclusive teams create stronger learning environments for children. We welcome applicants from all backgrounds and are committed to creating a workplace where everyone feels valued and supported.
Safeguarding: Fennies is committed to safeguarding and promoting the welfare of children and young people. All successful applicants will be required to complete an enhanced DBS check and provide proof of identity. In line with Safer Recruitment guidance, online searches (including social media) may be conducted for shortlisted candidates.
Parent and Candidate Experience Manager in Epsom employer: Fennies Nurseries
Fennies Nurseries in High Wycombe is an exceptional employer, offering a nurturing work culture that prioritises the professional growth of its staff. With competitive salaries, generous benefits such as performance bonuses and childcare discounts, and a commitment to inspiring excellence in early years education, Fennies provides a rewarding environment for those passionate about making a difference in children's lives.
StudySmarter Expert Advice🤫
We think this is how you could land Parent and Candidate Experience Manager in Epsom
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fennies Nurseries. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fennies Nurseries before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Parent and Candidate Experience Manager in Epsom
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fennies Nurseries:Your cover letter is your chance to shine! Tell us why you want to work at Fennies Nurseries specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fennies Nurseries!
How to prepare for a job interview at Fennies Nurseries
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
