Please Note: The application deadline for this job has now passed.
Job Introduction
Job Title Client Support Coordinator
Department Client Services
Location Manchester St James – Hybrid
Contract type Full time and permanent
This role is an exciting opportunity for a proactive self-starter with a passion for delivering an excellent client experience. This role will support BPP’s Account Managers to service BPP’s growing clients across a number of programmes and products in line with defined Service Level Agreements and Key Performance Indicators.
Key Responsibilities
- Deliver an excellent client experience for account managed clients
- Coordinate responses to queries received from Account Managers by liaising with the appropriate BPP business area (e.g. Schools, operational teams, service teams etc.)
- Support the Account Managers to resolve client issues through thorough investigation with the relevant business area and driving positive remedial action and long term improvements
- Supporting Account Managers with the end to end student and client journey including but not limited to onboarding new apprentices, learner progress reporting, on programme queries and operations
- Work towards internal and client service level agreements and key performance indicators (e.g. response times, reporting deadlines etc.)
- Preparation for external client meetings including but not limited to documents, slides, reports, data analysis
Skills, experience & qualifications required - Essential
- Experience working in a large, complex organisation
- Excellent written and verbal communication, proactive in picking up the phone and writing comprehensive, clear emails
- Ability to effectively build and manage internal stakeholder relationships at varying levels of seniority, promptly responding to queries, ensuring expectations are managed and delivered upon
- Ability to learn and retain complex information quickly
- Excellent organisational and time management skills – ability to prioritise and multi task
- Experience managing complex activity to tight deadlines
- Ability to create and maintain accurate/accessible and organised documentation
- Experience handling complaints and problem solving
- Experience in working to Service Level Agreements and Key Performance Indicators
- Ability to use email, internet applications, MS Windows operating system, including Excel and tracking tools to support this role
- Ability to apply numerical skills to analyse and interpret data in order to take decisive action, thinking critically and checking for errors/anomalies
- Passionate about client service with a positive approach to dealing with people – customer focussed mindset
- Proactive, highly motivated, resilient and adaptable to change, as the company and industry in which they are based is very fast paced and competitive
- Ability to work independently and excellent approach to team working
Skills, experience & qualifications required - Desirable
- Previous training/education industry experience