Job Introduction
Job Title Assistant Client Operations Manager
Department Client Services
Location London - Hybrid
Contract type Full time and permanent
Hours of work 37.5 hours per week
Please note that the successful candidate will be required to undergo a DBS and credit check.
Job Purpose
This role is offering an exciting opportunity to join the BPP Commercial team as an Assistant Client Operations Manager to work on one of our largest Platinum Plus client accounts. The role will be focused on primarily delivering Accountancy and Tax qualification programmes, alongside delivering a small number of programmes for other BPP Schools.
Working closely with key internal departments and externally with the client/institutes, the Assistant Client Operations Manager will be responsible for ensuring the programmes run successfully, retaining and developing the client relationship to ensure all contractual and non-contractual service delivery agreements are met. You will be responsible for an operational delivery team and will act as the initial escalation point of contact for the client on service delivery issues should they arise.
Key Responsibilities
- Manage activity on the client account and to act as the initial point of escalation for any issues that may arise.
- Co-ordinate reporting and feedback for clients on student activity.
- Work to continually improve the service provided to the client, students and apprentices.
- Line Management of Client Services Executives
- Ensuring team efficiency in administration as per the client contract
- 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.
- Acting as the main point of contact for the internal Client Service Team, ensuring they are kept up to date with client and business activity.
Skills, experience & qualifications required - Essential
- Ability to manage complex service activity in a client/customer facing role.
- Previous Leader/Supervisor experience – 12 months desirable.
- Good working knowledge of Microsoft Office – Particularly Excel and MS Teams
- Experience of managing KPIs and SLAs in a commercial environment
- High level of organisational skills, including the ability to manage multiple complex activities to tight deadlines simultaneously.
- Excellent communication skills both verbal and written.
- Excellent planning skills with the ability to create both high level & detailed plans.
- Excellent negotiating skills, being able to influence outside of line management structure.
- Experience of managing client and internal stakeholder relationships
- Ability to analyse data and communicate key information.
- Proven track record of managing change, both personally and supporting others
- Proactive and professional attitude to work
Desirable Skills
- Experience within the education/training sector would be preferred but not essential.
- Experience of working in a continuous improvement environment and/or projects
Key benefits
Brilliantly, you can study any of BPP’s courses for free – be it a professional qualification or full degree. This is totally optional, but after you’ve passed your probation, you can study any of the courses across BPP Group.
Also, with hybrid working available, you’ll be able to split your time between one of our centres and wherever you choose to call home. Either way, you’ll benefit from a vibrant workplace and a culture that believes in looking after others, while being part of a diverse workforce where difference is celebrated.
In addition, you’ll work alongside other like-minded professionals who champion progress, while having opportunities to develop in an environment where creativity and innovation is rewarded.
On top of a competitive salary, we provide a generous annual leave entitlement of 25 days, and there’s a rewards package that includes retail discounts, Group Personal Pension Plan, dedicated healthcare and dental plans that offer additional assurance to look after you and your family.
