Client Services Executive (Manchester)

Job Description

The purpose of this role is to support training managers and their students through excellent service and delivery by measuring and meeting defined SLA objectives, being responsive to student and training manager requests and requirements, pro-actively managing and maintaining the account. The overall objective of these activities is retention of our clients and revenue growth through excellent service.

Key Responsibilities

  • Manage client administration and service support within prescribed timelines, this will include but not be limited to:
  • Responding to student and client enquiries, processing orders, organising mock examinations, Invoicing, reporting to clients, students and internal stakeholders, tracking monthly revenue and reporting same to internal stakeholders
  • Proactively support clients/students e.g. Assistance when re-sitting exams, obtaining performance reports from examining body, assisting with log-in queries in respect of online support systems
  • Maintaining up to date client profiles and process records on all BPP systems
  • Pro-actively provide client feedback/notify Programme Managers and Service Delivery Managers of all positive feedback and issues/areas of client concern
  • Work closely and actively with Programme Managers, across client accounts to ensure SLAs are met and provide the provision of consistent excellent service, attend client meetings where needed
  • Develop the services offered to your portfolio of clients to increase the income generated, develop new services within the client service portfolio
  • Maintain strong client relationships through regular close account management which will include telephone and email communication
  • Meet own, team and department Service Levels and Key Performance Indicators
  • Providing regular support/absence back up to colleagues as directed by the Service Delivery Manager

Department: Client Services – Service Delivery

Candidate Criteria

We are looking for individuals who are proactive, highly motivated with a real attention to detail and adaptable to change, as the company and industry in which they are based is very fast paced and competitive

  • Excellent communication with a positive telephone manner
  • Ability to effectively manage client and internal stakeholder relationships
  • Ability and desire to understand client’s business and needs
  • Excellent organisational and time management skills
  • Ability to create and maintain accurate/accessible and organised documentation
  • Ability to produce all necessary reports in an effective and timely manner
  • Ability to use email, internet applications, MS Office applications (especially Excel), and be adept at picking up new systems with training
  • Ability to process and produce accurate data in a user friendly format accessible to all
  • Must be comfortable working within defined Key Performance Indicators and Service Levels
  • Passionate about client service with a positive approach to dealing with people
  • Knowledge of BPP product range (desired)
  • Knowledge/experience of apprenticeships (desired)

Please note that the successful candidate will be required to undergo a credit and disclosure check.