In-company Client Executive - London, United Kingdom - Institute of Directors

Institute of Directors
Institute of Directors
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Job Advert


Job title
In-Company Client Executive


Department
Client Services, PD Operations


Line Manager
Nicola Keogh, PD Client Services Manager


Contract type
Permanent


Working hours
35 hours (Monday to Friday working 9am - 5pm)


Location
116 Pall Mall, London, SW1Y 5ED


Salary Banding
£30,000 per annum


The Role
Support the In-Company Client Service Manager with delivery of all in-company courses. Provide administrative support to in-company programme clients throughout the entire journey. Maintain and drive operational excellence, supporting course leaders and delegates to ensure a smooth, world-class experience.


Key Relationships:

  • Director of PD Services & Nations Director for Northern Ireland
  • Virtual Producer
  • Client Services Team
  • Commercial Team
  • Content Team
  • Examinations team
  • Course leaders
  • Clients
  • Finance team

Key Duties and Responsibilities

  • Responding to queries and comanage the main inbox
  • Liaise with external trainers to organise and plan the delivery of courses
  • Ensure all PD client customers receive a premium level of service from the IoD, through regular engagement and onboarding calls.
  • Ensure the smooth delivery of PD courses, managing the enrolment, transfers, and cancellations of delegates, providing joining instructions
  • Invoicing for courses and expenses as well as dealing with client/customer payments
  • Manage course evaluations for all In-Company courses, monitoring quality and providing regular reports as required
  • Manage customer support queries received by phone and shared mailboxes
  • Identify ways to Improve the service level for the client at each step of the journey
  • Capture all client information on the crm, maintaining excellent hygiene
  • Ensure all course materials are correct and delivered to the right location in a timely manner
  • Liase with finance when necessary
  • Support of resourcing requests
  • Room set up for incompany clients at Pall Mall

Qualifications & Experience

  • A proven track record providing high standards of customer service
  • Experience of working in a client facing role(s)
  • Experience in operational roles and managing multiple projects, ideally within the training industry
  • The ability to prioritise and manage several tasks and systems simultaneously
  • Strong interpersonal skills able to collaborate and engage with wide variety of stakeholders
  • The ability to work confidently with clients at senior level
  • Good working knowledge of CRM systems

Personal Attributes

  • Has a positive and professional attitude, demonstrating the values of the IoD
  • Be clientfocused with a passion for providing a highquality customer experience.
  • Has the ability to work in a closeknit team geared towards flexibility and sharing responsibility
  • Personable and collaborative
  • Has an agile approach to getting things done
  • Is well presented, ensuring a professional, businesslike appearance at all times
  • Demonstrates a passion for own and others continuing professional development
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