Job Profile Client Services - Client Relationship
Contract Type Permanent

Job Purpose

Working closely with key internal departments, including Business Development, Client Services and externally with the client, the Relationship Manager will be responsible for ensuring key client programmes run successfully to achieve client retention. The role includes proactively managing and growing the client’s portfolio of programmes.

The Relationship Manager will act as a key point of contact between BPP and the client, working within the PD Operations team to ensure service and programme requirements are met.

As well as regular communications with the clients, key tasks will also include:

• Assisting with project managing the design and implementation of programmes
• Scheduling and planning programmes
• Ensuring courses are delivered as planned and on time
• Analysing delegate performance

Key Responsibilities:

• Establish and maintain strong client relationships through regular and structured contact that will include face to face meetings (using Teams etc) and telephone/email communications
• To work with internal departments to ensure that everything is in place to ensure the end to end programme logistics runs smoothly and on time:
  • Ensuring communications to delegates/client is timely and clear
  • Ensuring reporting to internal partners and clients is done to agreed SLAs
  • Resolving finance related issues
• Liaise with/linking with multiple teams across BPP to ensure programmes are set up correctly
• Liaising with trainers, both internal and external
• Liaise closely with Relationship Lead/Business Development Manager, Programme Heads/Support Managers, On-line and Operations Teams and Notes Team to ensure all programmes run smoothly
• Handling initial complaints and queries received from clients and referring and/or dealing with according to the nature of the complaint and BPP procedures.
• Review client/delegate feedback after programmes have taken place and discuss any associated actions with the relevant parties
• Effectively undertake any other duties as required.
• Be an ambassador for BPP both internally and externally communicating and promoting the vision and direction of the company with passion
• Operate within data protection guidelines and ensure customer confidentiality is maintained at all times
• Comply with all aspects of BPP's business policie

Department Professional Development - PD Operations
Vacancy location UK, North West, Manchester St James's

Candidate Criteria

Essential

• A proven track record of managing successful relationships with clients
• Industry knowledge/understanding/experience
• Experience in working with demanding clients and under tight deadlines
• Experience managing complex activities to tight deadlines
• Excellent communications skills: verbal and written
• High attention to detail
• Good working knowledge of Microsoft office
• Passionate about providing excellent client service with a positive approach to dealing with people
• Proactive and professional attitude to work
• Ability to cope with conflicting demand and to prioritising tasks
• Strong motivation and positive approach to team working and building new client and business relationships
• Experience of working to KPIs and SLAs in a commercial environment

The successful candidate will be required to undergo a credit check and an enhanced DBS.

Desirable

• Knowledge of BPP product range
• Knowledge of existing BPP processes and support functions
• Experience within the educational/training sector

Employment Details

Contract Hours 37.50
FTE 1.00
Salary 26000