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:
- Passionate about client service with a positive approach to dealing with people
- 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
- 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 use email, internet applications, MS Windows operating system, including Excel, PowerBI 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
- 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
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 DBS 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.
