Client Relationship & Operations Manager

Job details

General information

Reference

002891  

Publication end date

25/08/2022

Close Date

25/08/2022

Vacancy details


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

Title

Client Relationship & Operations Manager

Contract Type

Permanent

Job Purpose

 

Delivering excellent support to clients



The Client Relationship & Operations Manager will act as a key point of contact between BPP and clients.  The role will work closely with key internal departments, including Business Development, Client Services and externally with clients, to ensure that key client programmes run successfully to achieve client retention. The role will be responsible for the management of operational matters, team members and the smooth running of client programmes, ensuring service and programme requirements are met.  In addition to building and maintaining client relationships, there will be the opportunity to assist with project managing the design, implementation, and scheduling of programmes.


What you’ll be doing


·Delivering all aspects of relationship management for a range of our key clients
·Ensuring courses are delivered as planned and on time
·Proactively managing key operational aspects of clients’ programmes and growing the clients’ portfolio of programmes they buy from us
·Liaising with multiple teams across BPP to ensure programmes are set up correctly.
·Establishing and maintain strong client relationships through regular and structured contact
·To work with internal departments, to check and coordinate tasks to ensure that the end-to-end programme logistics runs smoothly and on time
·Liaising with trainers, both internal and external
·Liaising 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.
·Actively listen for other possible training requirements and develop those conversations into opportunities and sales with the assistance of the Business Development team
·Assisting with the effective recruitment & training of new members of the team
·Perform 1:1s, coaching and appraisals

 

Please note that occasional weekend work may be required at peak times




Choose a better work-life balance

With hybrid working available, you’ll be able to split your time between one of our centres and wherever you choose to call home. Either way, 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 25 days, and there’s a rewards package that includes retail discounts, Group Personal Pension Plan, dedicated healthcare and dental plans that offer additional assurance to look after you and your family. Brilliantly, you can also stud

Key Responsibilities:


Please refer to the job description

Department

Professional Development - PD Operations

Vacancy location

Location

UK, North West, Manchester St James's

Candidate criteria

Candidate Criteria


• A proven track record of managing successful relationships with corporate clients
• Experience in leading a team of people and prioritising/delegating workload
• 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
• Intermediate working knowledge of Microsoft Office, especially Excel
• Passionate about providing excellent client service with a positive approach to dealing with people
• Ability to cope with conflicting demands and prioritisation of 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
• Proactive and professional attitude to work
• Experience within the educational/training sector is desirable


Please note that 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

Attachments

Full Job Description

Client Relationship and Operations Manager.pdf (113 Kb) Download attachment