At a Glance
- Tasks: Support students and clients with excellent service and timely responses.
- Company: Join BPP, part of Lyceum Education Group, a growing educational institution.
- Benefits: Free courses, hybrid working, 30 days annual leave, and retail discounts.
- Other info: Diverse and inclusive workplace with opportunities for career growth.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Strong communication skills and a passion for client service are essential.
The predicted salary is between 30000 - 31320 £ per year.
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.
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:
- Brilliantly, you can study any of our courses for free – be it a professional qualification or full degree.
- With hybrid working available, you’ll be able to split your time between one of our centres and wherever you choose to call home.
- 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:
- Managing client administration and service support within prescribed timelines, this will include but not be limited to:
- Processing records on all BPP systems
- 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
- 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
- Pro-actively provide client feedback/notify Business Development Managers and Account Managers of all feedback and issues/areas of client concern
- 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:
- Excellent communication with a positive telephone manner and the ability to build rapport and maintain empathy with students and clients
- Ability to effectively manage client and internal stakeholder relationships, promptly responding to queries, ensuring expectations are managed
- 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
- Excellent organisational and time management skills
- Ability to create and maintain accurate/accessible and organised documentation
- Ability to communicate performance by producing all necessary reports in an effective and timely manner
- Ability to identify new business opportunities and alert Account Managers and/or BD Managers
- Ability to use email, internet applications, MS Windows operating system, including Excel and tracking tools to support this role
- 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
- Must be comfortable working within defined KPIs and Service Levels
- Passionate about client service with a positive approach to dealing with people
- 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 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.
Client Service Executive (London) employer: BPP Holdings
BPP is an exceptional employer that prioritises employee growth and inclusivity, offering a wealth of opportunities for professional development, including free access to courses and qualifications. With a supportive work culture that embraces hybrid working, generous annual leave, and comprehensive benefits such as private healthcare and a pension plan, BPP fosters a rewarding environment for its Client Service Executives in the vibrant city of London.
StudySmarter Expert Advice🤫
We think this is how you could land Client Service Executive (London)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BPP Holdings. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BPP Holdings before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Service Executive (London)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BPP Holdings:Your cover letter is your chance to shine! Tell us why you want to work at BPP Holdings specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BPP Holdings!
How to prepare for a job interview at BPP Holdings
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
