Job Introduction
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 a Performance Support Advisor, you will play a key role in supporting accountancy and tax apprentices throughout their apprenticeship journey. You will be the first point of contact for learner queries via email and telephone, providing timely, accurate, and supportive responses. 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 Professional Qualification you will have a very important role in making sure to support the team. Your role will also involve administrative support to ensure learners receive a seamless and positive experience
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 throughout their apprenticeship journey. Your role will also involve administrative support to ensure learners receive a seamless and positive experience
As such, you will be responsible for:
- Respond promptly and professionally to learner queries via email and telephone.
- Collaborate with performance support and learner-facing teams to ensure consistent communication and effective query resolution. To triage and resolve queries independently or direct them to appropriate teams.
- Escalate complex or unresolved issues or relevant teams, handling learner complaints with empathy and professionalism, ensuring timely resolution or escalation as appropriate.
- Identify recurring themes or issues from inbox queries and escalate or feed into continuous improvement initiatives.
- Support the development of learners’ study-related soft skills, including time management, self-motivation, resilience, and effective communication, through tailored guidance and resource recommendations
- Develop clear and accessible guidance documents to assist in resolving learner queries including study plans
- Demonstrate expert-level navigation and functionality within the hub to guide learners effectively.
What we’re looking for
To be successful in this role you will need to have a proven track record in the following areas:
- Strong communication skills, both written and verbal.
- Excellent organizational and administrative abilities.
- A learner-focused mindset with a commitment to delivering excellent service.
- Apprenticeship Knowledge – Understanding of accountancy and tax apprenticeships
- Ability to manage multiple tasks and prioritise effectively.
- Proficiency with digital tools and systems used in learner support.
The successful candidate will be required to undergo a DBS check.
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
