At a Glance
- Tasks: Lead client services, build partnerships, and ensure exceptional learner experiences.
- Company: First Intuition, a growing company focused on education and client satisfaction.
- Benefits: 30 days leave, hybrid working, training opportunities, and employee perks.
- Other info: Join a supportive team with long-term career growth in a dynamic environment.
- Why this job: Shape the future of education while making a real impact on learners and clients.
- Qualifications: Experience in client service, team management, and strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
The Head of Client Services is responsible for developing and maintaining strategic employer partnerships across South Central, ensuring exceptional client service, strong learner outcomes and long-term client retention. The scope of the role covers all aspects of employer and client relationship management, from initial engagement and onboarding through to programme delivery support and ongoing employer relationship management. The role works closely with internal teams to ensure that First Intuition continues to deliver an outstanding experience for both employers and learners, whilst ensuring programmes and services evolve to meet changing client needs.
As a member of the South Central Management Team, the Head of Client Services contributes to regional planning and strategic decision-making, supports business growth initiatives and helps shape local service delivery. The role is responsible for leading and developing the Client Partner team, providing the leadership, direction and support required to deliver exceptional service throughout the learner journey. This role reports to the Managing Director of South Central and is responsible for the line management and development of the Client Partner team.
Duties and responsibilities include:
- Core member of South Central Management Team and will contribute to South Central planning, tailoring strategies and programmes to ensure they continue to enhance the learner and client experience.
- Act as Strategic Partner for key South Central clients, building strong relationships and delivering solutions that meet their business needs.
- Attend regular client meetings to discuss business strategy, programme performance, learner progress, service delivery and future requirements. Supporting business development and client engagement activities as directed.
- Work closely with scheduling, apprenticeship, operations and finance teams to ensure effective planning, communication and delivery for clients and learners.
- Ownership of all processes relating to the delivery of client service, representing the needs of the team and clients on internal projects and decisions impacting on the delivery of client service.
- Responsibility for the apprenticeship admissions process.
- Contribute to regional and group-wide projects, sharing client insight and supporting wider business objectives.
- Lead, mentor and motivate the Client Partner team to deliver exceptional service from onboarding through to ongoing programme management.
- Supporting additional work as reasonably required by management from time to time. This list is not exhaustive.
Qualifications and skills:
Essential:
- Experience of delivering high quality client service and relationship management
- Experience of the delivery of professional or higher education within employer-led programmes
- Strong stakeholder management and communication skills.
- Experience of team management
- Strong organisational and time management skills
- A positive and solution focused attitude to work
- Flexibility and adaptability to changing workloads and priorities
Desirable:
- Experience in the commercial education industry and/or the accountancy and finance sector
- Experience of working in cross-functional project teams with a variety of commercial and educational staff
- Knowledge of accountancy qualifications and apprenticeship standards
Benefits:
- 30 days annual leave PLUS bank holidays
- Hybrid working available, equipment provided for homeworking
- Flexible-working positive employer with a range of family-friendly policies
- Employee Assistance Programme: 24-hour confidential access to counselling and support services
- Competitive Pension
- Company bonus scheme and share scheme
- Training and development opportunities
- Long term career prospects in a growing company
- Employee perks including a range of discounts to suit your lifestyle
We are committed to safeguarding and protecting young people and vulnerable adults and follow Safer Recruitment processes. All successful candidates will need to complete a DBS check, with some roles requiring an Enhanced check. This post is exempt from the Rehabilitation of Offenders Act 1974. All staff are expected to share this commitment and adhere to our Safeguarding and Prevent Policy.
First Intuition does not discriminate on the basis of race, sex, colour, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
Head of Client Services in Reading employer: First Intuition
First Intuition is an excellent employer, offering a supportive and friendly work culture that prioritises personal and professional growth. With the flexibility of remote or hybrid work arrangements, employees can enjoy a healthy work-life balance while contributing to meaningful educational initiatives. The competitive salary and opportunities for career development make this role particularly attractive for those looking to make a positive impact in the education sector.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Services in Reading
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at First Intuition. 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 First Intuition 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 Head of Client Services in Reading
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 First Intuition:Your cover letter is your chance to shine! Tell us why you want to work at First Intuition 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 First Intuition!
How to prepare for a job interview at First Intuition
✨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.
