Job Introduction
Assistant Client Operations Manager
Here at BPP Education Group we pride ourselves on providing the best possible client and learner experience, with our specialised team of client services specialists working closely with customers to ensure they are getting the most from our courses.
An opportunity has arisen for a motivated and passionate person to join the team as a Assistant Client Operations Manager You will be supporting BPP’s most important clients, you will get to work closely with key internal departments and externally with clients and be responsible for supporting the Client Operations Manager to successfully deliver an excellent service to our students and clients.
What if you read the description and don't meet every single requirement? We encourage you to apply anyway - we value diverse backgrounds and are committed to inclusivity!
Why work for BPP Education Group?
It is a great time to join BPP Education Group as we have enjoyed a sustained period of growth, offering a wealth of opportunities to our staff, students and clients. There are many more great reasons to join BPP Education Group such as:
- Brilliantly, you can study any of BPP’s courses for free – be it a professional qualification or full degree.
- With hybrid working available, you’ll be able to split your time between our Manchester centre and wherever you choose to call home.
- We also provide a generous annual leave entitlement of 30 days, and there’s a rewards package that includes retail discounts and much more.
Other key benefits include our Group Personal Pension Plan, dedicated private healthcare and dental plans that offer additional assurance to look after you and your family
What you’ll be doing
In this role you will be supporting the Client Relationship Management team to develop and retain the account through the delivery of excellent service, as well as building relationships directly with the clients.
As such, you will be responsible for
- Manage activity within designated accounts to ensure the service delivered to clients is in line with the contract and agreed SLAs, as well as a key point of escalation for any issues that may arise.
- Building relationships with the client and internal teams. Attendance on regular client meetings, inputting into agenda, minute taking and ownership of some actions.
- Liaising with all internal departments to ensure that everything is in place to ensure the end-to-end programme logistics run smoothly and on time
- First point of contact for all complaints and ensuring the correct escalations process is followed.
- Ensuring all quality checks are undertaken e.g., for bookings and invoices
- Host internal daily stand ups to ensure all service activity is underway Keeping appropriate governance up to date, including Issues logs.
- Work to continually improve the service provided to clients, students and apprentices. To work with Operations managers and Relationship Managers to review all processes.
What we’re looking for
To be successful in this role you will need to have a proven track record in the following areas:
- Ability to manage complex service activity in a client/customer facing and operational role
- Experience of managing KPIs and SLAs in a commercial environment
- High level of organisational skills, including ability to manage complex activities to tight deadlines
- Excellent communication skills: verbal and written
- Excellent negotiating skills, being able to influence outside of line management structure
- Ability to analyse data and communicate key information
- Excellent planning skills: able to create high level & detailed plans
Please note that the successful candidate will be required to undergo Basic DBS check and Credit Check
BPP Education Group are proud to be a Disability Confident employer so if you need any reasonable adjustments for the interview process, please just let us know!
BPP Education Group actively promotes equality of opportunity for all with the right mix of talent, skills and potential, and welcomes applications from a wide range of candidates. BPP will select candidates for interview based on their skills, qualifications and experience. Please note that for those posts that are exempt from the Rehabilitation of Offenders Act 1974, the successful candidate will be required to undertake a DBS check in addition to BPP undertaking any necessary online searches. This is deemed appropriate and necessary from a safeguarding perspective, and in line with BPP’s safer recruitment practices
BPP Education Group reserves the right to amend or withdraw this advertisement at any time prior to the closing date, should we receive a high volume of applications or if business needs change.