Client Service Executive - Manchester, United Kingdom - BPP University

BPP University
BPP University
Verified Company
Manchester, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Managing Client Administration and Service Support


The purpose of this role is to support the Service Delivery Manager and students through excellent service and delivery by measuring and meeting defined SLA objectives, being responsive to student and training manager requests and requirements, and processingbookings for all students across all BPP systems.

The overall objective of these activities is retention of our clients and revenue growth through excellent service.


What you'll be doing

Key Responsibilities and Accountabilities

  • Meet own, team and department Service Levels and Key Performance Indicators
  • Providing regular support/absence back up to colleagues as directed by the Team Manager
  • Attend BPP functions, including opening evenings, open days, client visits, student and corporate client events
  • Assist in MI reports
  • Intermediate to Advanced Excel levels desirable
  • Effectively undertake any other duties as required by the Management Team

Performance Metrics

  • Client feedback and surveys
  • Quality of all clients related documentation
  • Operating within preagreed Service Levels

General Responsibilities and Accountabilities for all Team Members

  • Promptly notify Business Development Managers and Account Managers of new business opportunities
  • Support colleagues in the collation of data required for input into client RFIs, pitch documents, brochures, service levels agreements and preparation of visual aids for client presentations
  • Provide support to Customer Service (Service Department) colleagues as directed by Team Manager
  • Work effectively as a member of the Client Service team
  • Be an ambassador for BPP both internally and externally communicating and promoting the vision and direction of the company with passion
  • Demonstrate key desired behaviours appropriate to role as agreed with your Team Manager
  • Maintain high standards of work and professionalism at all times, particularly with regards to accuracy and presentation in both written and verbal communication
  • Build, manage and maintain strong interdepartmental relationships and communication within the organisation and work in partnership with other team members
  • Make suggestions to improve the working situation within own area of work and BPP as a whole
  • Operate within data protection guidelines and ensure customer confidentiality is always maintained
  • Comply with all aspects of BPP's business policies and procedures including but not limited to H&S, data protection, equality, and diversity

Choose a better work-life balance


You'll benefit from a vibrant workplace and a culture that believes in looking after others, while being part of a diverse workforce where difference is celebrated.

In addition, you'll work alongside other like-minded professionals who champion progress,while having opportunities to develop in an environment where creativity and innovation is rewarded.

On top of a competitive salary, we provide a generous annual leave entitlement of 28 days, and there's a rewards package that includes retail discounts, GroupPersonal Pension Plan, dedicated healthcare, and dental plans that offer additional assurance to look after you and your family.

Brilliantly, you can also study any of BPP's courses for free - be it a professional qualification or full degree.


What we're looking for

  • Excellent communication with a positive telephone manner and the ability to build rapport and maintain empathy with students and clients
  • Ability to effectively manage client and internal stakeholder relationships, promptly responding to queries, ensuring expectations are managed
  • Ability and desire to understand client's business and in turn, their requirements in terms of how BPP can help meet the client's needs
  • Excellent organisational and time management skills
  • Ability to create and maintain accurate/accessible and organised documentation
  • Ability to communicate performance by producing all necessary reports in an effective and timely manner
  • Ability to identify new business opportunities and alert Account Managers and/or Business Development Managers
  • Must be comfortable working within defined Key Performance Indicators and Service Levels
  • Passionate about client service with a positive approach to dealing with people
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