Job Introduction
Are you passionate about building careers through education and empowering individuals to achieve their professional goals? BPP has been a trusted name in education for over 40 years, delivering practical and innovative courses in law, accountancy, technology and more.
We are currently seeking an outstanding individual with proven track record in Client Service to ensure our customers are getting the best from our products. You would be based out of our Warsaw centre and would gain exposure to a wide range of delivery-centric tasks.
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?
It is a great time to join BPP 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 which are outlined in our benefits package which can be made available further into the process.
What you’ll be doing
You will be responsive to clients’ and team needs by processing orders, books & ebooks deliveries and managing enquiries from BPP Poland clients, and Professional Qualifications (PQ) international partners, across BPP systems.
The overall objective of these activities is retention of clients and revenue growth through excellent service. This includes:
- Act as first point of contact for B2C clients and students, working to ensure the efficient fulfilment of requests, business services and operations, with the goal of ensuring client satisfaction and retention and meeting BPP customer service handling standards.
- Processing orders for BPP Poland clients, and PQ course orders for tuition providers and corporate clients.
- Effective management of orders, bookings, course joining instructions, shipping and book returns using BPP’s internal booking systems and processes, within agreed SLAs.
- Being considerate to individual customer requirements, while ensuring customer requests on process change, fulfilment and payment are handled firmly and sensitively.
- Work closely with internal departments to ensure smooth delivery of products and services.
- Work closely across all stakeholders to deliver a seamless customer service journey.
- Support the Key Account Managers and Training Projects Coordinators to achieve their customer service targets.
- Keep up to date with any changes to BPP’s products/services or processes/procedures which affect the customer service operation.
What experience you’ll need
To be successful in this role you will need to have a proven track record in the following areas:
- Previous customer service experience handling a high volume of orders / enquiries (preferred)
- A genuine interest in helping customers and providing an excellent customer experience
- Experience of working cooperatively, flexibly, and effectively, as part of a team (preferred)
- IT literate and competent in data management, spreadsheets, and email
- Able to demonstrate individual accountability
- Excellent written and spoken English
- Excellent communication skills, and the ability to build rapport and maintain empathy with clients
- Well-organised and self-disciplined with the ability to multitask, work quickly and calmly under pressure, while maintaining a high level of attention to detail
- Positive, responsive, and approachable attitude to conflicting customer & stakeholder demands
- Ability to absorb, retain and deliver information to best advise customers
BPP are a Disability Confident employer so if you need any reasonable adjustments for the interview process, please just let us know!
The successful candidate will need to undergo a basic disclosure and credit check.
BPP 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.
