Job Introduction
Client Services Executive (London)
Here at BPP (part of Lyceum Education Group) an opportunity has arisen for a detailed and methodical individual to join the team as a Client Services Executive. You will be responsible for supporting the Client Operations 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 processing bookings for all students across all BPP systems.
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:
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Brilliantly, you can study any of our courses for free – be it a professional qualification or full degree.
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With hybrid working available, you’ll be able to split your time between one of our centres and wherever you choose to call home.
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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 will support the Client Operations 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 processing bookings for all students across all BPP systems. The overall objective of these activities is retention of our clients and revenue growth through excellent service.
As such, you will be responsible for:
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Managing client administration and service support within prescribed timelines, this will include but not be limited to:
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Processing records on all BPP systems
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Responding to student and client enquiries, processing orders, processing transfers, organising mock examinations, invoicing, reporting to clients, students and internal stakeholders, tracking monthly revenue and reporting same to internal stakeholders
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Pro-actively support clients/students e.g. Assistance when re-sitting exams, congratulate successful exam passes particularly when multiple attempts, assisting with log-on queries in respect of online support systems
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Pro-actively provide client feedback/notify Business Development Managers and Account Managers of all feedback and issues/areas of client concern
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Work closely and actively with Assistant Client Operations Manager / Client Operations Manager
What we’re looking for
To be successful in this role you will need to have a proven track record in the following areas:
Skills, experience & qualifications required – Essential
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Excellent communication with a positive telephone manner and the ability to build rapport and maintain empathy with students and clients
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Ability to effectively manage client and internal stakeholder relationships, promptly responding to queries, ensuring expectations are managed
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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
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Excellent organisational and time management skills
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Ability to create and maintain accurate/accessible and organised documentation
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Ability to communicate performance by producing all necessary reports in an effective and timely manner
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Ability to identify new business opportunities and alert Account Managers and/or BD Managers
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Ability to use email, internet applications, MS Windows operating system, including Excel and tracking tools to support this role
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Ability to apply numerical skills to analyse data, interpretation of facts and figures presented in the form of statistical tables and diagrams, thinking critically and checking for errors or variance from targets
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Must be comfortable working within defined KPIs and Service Levels
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Passionate about client service with a positive approach to dealing with people
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Proactive, highly motivated and adaptable to change, as the company and industry in which they are based is very fast paced and competitive.
Please note that the successful candidate will be required to undergo a basic DBS and credit check.
As a Disability Confident employer, BPP is committed to providing reasonable adjustments throughout the interview process. Candidates are encouraged to share any adjustment requirements ahead of interview so these can be considered and accommodated.
BPP (part of Lyceum 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 safer recruitment practices
BPP reserves the right to amend or withdraw this advertisement at any time prior to the closing date, should we receive a high volume of applications or if business needs change.
