Client Service Executive

Location : London Liverpool Street
Closing Date :
Employment Type : Permanent
Department : Commercial - Client Services

JOB PURPOSE

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:

o 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
o 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
o Maintaining up to date client profiles and process records on all BPP systems
o Pro-actively provide client feedback/notify Programme Managers and Service Delivery Managers of all positive feedback and issues/areas of client concern
o 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
o Develop the services offered to your portfolio of clients to increase the income generated, develop new services within the client service portfolio
o 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
• Effectively undertake any other duties as required by the Management Team


PERFORMANCE METRICS

• Client feedback and surveys
• Quality of all client related documentation
• Operating within pre-agreed Service Levels


GENERAL RESPONSIBILITIES AND ACCOUNTABILITIES FOR ALL TEAM MEMBERS

• Support colleagues in the collation of data required for input into client related presentations and/or meetings
• Work effectively as a member of the Client Service team
• Maintain high standards of work and professionalism at all times, particularly with regards to accuracy and presentation in both written and verbal communication
• Build, manage and maintain strong inter-departmental relationships and communication within the organisation and work in partnership with other team members
• Make suggestions to improve the working situation within own area of work and BPP as a whole
• Operate within data protection guidelines and ensure customer confidentiality is maintained at all times
• Comply with all aspects of BPP’s business policies and procedures including but not limited to H&S, data protection, equality and diversity


SKILLS, KNOWLEDGE AND EXPERIENCE REQUIRED

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, address and basic disclosure check.