Applicants must provide evidence of their right to work in the UK as BPP is unable to provide visa sponsorship

Job Profile Client Services - Client Relationship
Contract Type Fixed Term

Job Purpose

This role is an exciting opportunity to join the BPP Commercial team as Assistant Delivery Manager across all Accounts (primarily Accountancy and Financial Services qualifications) for our managed clients.

Working closely with key internal departments and externally with the client/institutes, the Assistant Delivery Manager will be responsible for ensuring the accounts run successfully, retaining and developing the client relationship and ensuring all contractual and non-contractual service delivery elements are met. You will be responsible for a service delivery team, and will act as the single point of contact for the client on service delivery matters.

Key Responsibilities:

Client Management:

• Manage activity within designated programmes and to act as the main point of escalation for any issues that may arise. Responsible for liaising, on a cyclical basis, with the clients' training managers to identify number, type, location of courses required within programmes.
• Prepare & conduct regular client/programme/process reviews internally and externally
• Responsible for preparing analyses of results and feedback surveys and communicating to clients an overview of key trends
• Co-ordinate reporting and feedback for clients on student activity as per the contract
• Confirm content of course confirmation and joining instruction information each year with client
• Work to continually improve the service provided to client, students and apprentices

People Management:

Managing a Client Service Team which is responsible for the delivery of all contractual service delivery, ensuring efficient administration as per the client contract, items including but not limited to:

• Material procurement
• Course bookings and course reporting
• Invoicing
• Managing mailboxes and working to SLA's
• Account Management:
• Liaising with internal departments to ensure that everything is in place for the end to end programme logistics run smoothly
• Working with Heads of Programme to discuss and confirm any changes to the educational programme & feeding this back to the client
• Working with the Lead Tutors to confirm any interventions required for students

Department Client Services - Service Delivery
Vacancy location UK, London, London Liverpool Street

Candidate Criteria

Essential Skills

• Ability to manage complex service activity in a client/customer facing role
• Supervisory level experience
• Experience of managing KPIs and SLAs in a commercial environment
• High level of organisational skills, including ability to manage complex activities to tight deadlines
• Excellent communication skills: verbal and written
• Excellent planning skills: able to create high level & detailed plans
• Excellent negotiating skills, being able to influence outside of line management structure
• Experience of managing client and internal stakeholder relationships
• Ability to analyse data and communicate key information
• Proven track record of managing change, both personally and supporting others
• Proactive and professional attitude to work
• Good working knowledge of Microsoft Office

Desirable skills:

Experience within the education/training sector would be preferred but not essential

The successful candidate will be required to undergo a basic DBS and credit check

Employment Details

Contract Hours 37.50
FTE 1.00
Salary Competitive