Job Introduction
Here at BPP Education Group we are committed to continuous learning, and development. We're looking to grow our BPP Commercial Team as Client Service Operation Manager you will be responsible of the largest managed clients in accountancy and audit industry.
As a Client Service Operation Manager you will work closely with key internal and external clients. Ensuring the account is successful and future develop client relationship.
By joining as a Client Service Operation Manager you will have a very important role in making sure to manage the team, making sure to be a point of contact for all client service operational matters.
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!
What you’ll be doing
In this role you will be supporting student facing activities and coordinate communication. You'll work with your Team Manager to develop and work toward your targets by always putting student needs first.
As such, you will be responsible for:
- Manage activity within designated accounts and to act as the main point of escalation for any issues that may arise
- Responsible for liaising, on a cyclical basis, with the clients’ training managers to identify number, type, location of courses required within programmes. This could be a mixture of client only and public courses
- Prepare & conduct regular client/account reviews internally and externally
- Responsible for preparing analyses of results (course exam, pass rates) and communicating to clients an overview of key trends and variances
- Providing budget information to local centres as requested
- 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
- Working with faculty to review scheduled tutors and ensure consistency on programmes
- Working with Heads of Programme to discuss and confirm any changes to the educational programme and feeding this back to the client on a timely basis
What we’re looking for
To be successful in this role you will need to have a proven track record in the following areas:
- Working with customer service experience, working with multiple stakeholder
- Having worked with service delivery and working towards SLAs and KPI
- Coordination of complicated operational challenges.
- Excellent on verbal and written communication and presentation skills, good overall communication and listening skills,
- Excellent negotiation skills, planning and high attention to details and relationship building
- Well organised and self-disciplined with the ability to work quickly and calmly under pressure
- Able to build good working relationships across all levels
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
