Job Introduction
Here at BPP 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.
This role is an exciting opportunity for a proactive self-starter with a passion for delivering an excellent client experience. In this role you would support BPP’s Account Managers to service BPP’s growing clients across a number of programmes and products.
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 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 one of our centres 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 would be providing additional coaching and support to our apprentices via a range of contact methods and to liaise with their employer to ensure they progress through their apprenticeship smoothly.
As such, you will be responsible for:
- 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
What experience you’ll need
To be successful in this role you will need to have a proven track record in the following areas:
- 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
How will this process work?
The interview process for this position will consist of the following stages:
- Competency style interview with two team members – 60 minutes
BPP are proud to be a Disability Confident employer so if you need any reasonable adjustments for the interview process, please just let us know!
Please note that the successful candidate will be required to undergo a DBS and credit check.
