BPP UNIVERSITY

Client Service Executive

Location
London, United Kingdom
Posted
22 May 2018
End of advertisement period
14 Sep 2018
Ref
2279
Contract Type
Permanent
Hours
Full Time

The purpose of this role is to support training managers and their students through excellent service and delivery by measuring and meeting defined SLA objectives, being responsive to student and training manager requests and requirements, pro-actively managing and maintaining the account. The overall objective of these activities is retention of our clients and revenue growth through excellent service.

KEY RESPONSIBILITIES

  • Manage client administration and service support within prescribed timelines, this will include but not be limited to:
    • Responding to student and client enquiries, processing orders, organising mock examinations, Invoicing, reporting to clients, students and internal stakeholders, tracking monthly revenue and reporting same to internal stakeholders
    •  Proactively support clients/students e.g. Assistance when re-sitting exams, obtaining performance reports from examining body, assisting with log-in queries in respect of online support systems
    • Maintaining up to date client profiles and process records on all BPP systems
    • Pro-actively provide client feedback/notify Programme Managers and Service Delivery Managers of all positive feedback and issues/areas of client concern
    • Work closely and actively with Programme Managers, across client accounts to ensure SLAs are met and provide the provision of consistent excellent service, attend client meetings where needed
    • Develop the services offered to your portfolio of clients to increase the income generated, develop new services within the client service portfolio
    • Maintain strong client relationships through regular close account management which will include telephone and email communication
  • Meet own, team and department Service Levels and Key Performance Indicators
  • Providing regular support/absence back up to colleagues as directed by the Service Delivery Manager
  • Effectively undertake any other duties as required by the Management Team

Performance Metrics 

General Responsibilities and Accountabilities for all Team Members

SKILLS, KNOWLEDGE AND EXPERIENCE REQUIRED 

We are looking for individuals who are proactive, highly motivated with a real attention to detail 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 credit check and enhanced DBS check 

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