At a Glance
- Tasks: Manage customer relationships and provide exceptional support throughout their journey.
- Company: Join Flick Learning, a leading training provider with a vibrant culture.
- Benefits: Enjoy 25 days holiday, bonus schemes, and well-being days.
- Other info: Be part of a supportive team with regular socials and growth opportunities.
- Why this job: Make a real impact on customer experiences while growing your career.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 31500 - 38500 £ per year.
Are you passionate about delivering exceptional customer service? Do you enjoy building strong, long-lasting relationships with customers? Are you highly organised, confident managing multiple priorities, and someone who takes pride in getting things right first time?
Flick Learning, part of Impact Futures Group, have an exciting opportunity to join our Client Services team as Client Services Account Manager. This is a hybrid based role and will require attendance to our office in Coventry three days a week. Please note, whilst the role is hybrid, during your initial training/induction, you will be required to attend the office for the first 2 weeks to complete training. The role also requires occasional evening and weekend work to manage the chat bot enquiries, there is a rota. Evening work would be 1 to 2 evenings per week 5-9pm. Weekend work would be 1 weekend day a month 8:30am-9pm.
The Role
We are looking for an enthusiastic, friendly and highly organised Client Services Account Manager to join our team. This is a varied and rewarding role where you’ll play a central part in managing the customer journey — from the initial enquiry, through account launch and ongoing support, right through to invoicing and renewal. You’ll be a key point of contact for our customers, ensuring they receive a professional, responsive and genuinely helpful service at every stage of their relationship with us. You’ll also work closely with colleagues across the wider team to make sure everything runs smoothly and our customers continue to get the most from their flick subscription. No two days will necessarily be the same. You’ll need to be comfortable juggling multiple priorities, working collaboratively and adapting to the needs of the business. Above all, you’ll have a positive "can do" attitude and a commitment to getting it right first time.
Success in this role will be measured through client satisfaction and renewed business sales, making you a vital part of our continued growth and the experience we provide to our customers.
What You'll Be Doing
- Acting as a dedicated point of contact and account manager for customers, providing day-to-day support and account management assistance.
- Responding to incoming enquiries via phone, email, live chat and website contact forms.
- Supporting customers with post-sales enquiries and helping them get the most from their flick subscription.
- Building and maintaining strong, positive relationships with customers.
- Supporting Business Development Managers with online system demonstrations when required.
- Coordinating customer account set-ups on flick’s Learning Management System (LMS).
- Providing technical assistance to users where required.
- Maintaining excellent knowledge of our products, services and processes.
- Maintaining accurate customer records within the CRM and other databases, in line with company standards and GDPR requirements.
- Carrying out tasks in accordance with company procedures and processes.
- Contributing towards monthly sales and renewal targets.
- Managing our live chat service after-hours as part of a weekly rota.
- Working collaboratively with colleagues across the business and supporting other areas when required.
You’ll be joining a leading national training provider at an exciting time of growth and expansion, working in a fun and supportive environment in an organisation with a strong focus on people and culture. Expect regular catch-ups and socials with your team, surprises in the post and company-wide social events - we’re a friendly bunch!
The Benefits
- Bonus scheme
- 25 days holiday plus public and bank holidays
- 3 additional days of paid leave for Christmas Shut down
- Volunteer day
- Well-being day
- Enhanced Sick Pay
- BUPA Healthcare Cashback plan
- Enhanced Maternity paid leave
- Enhanced Paternity paid leave
- Grandparent paid leave
- Bereavement paid leave
- Life Assurance
- Refer a friend bonus
- Birthday day off
- 3% pension contribution using pension provider NEST
- Shopping discount & cash back platform
- Employee Financial Wellbeing support
- Buy an additional 5 days annual leave
- Employee Assistance Helpline
- Company events and social gatherings
- Appreciation gifts
About You
We’re looking for someone who is:
- Customer-focused and genuinely enjoys helping people.
- Friendly, approachable and professional, with excellent people skills.
- A confident communicator, both verbally and in writing.
- Highly organised, with the ability to prioritise and manage multiple responsibilities.
- Self-motivated and driven to contribute towards team and individual targets.
- Positive, proactive and someone who naturally adopts a "can do" attitude.
- Passionate about delivering an excellent customer experience.
- Confident learning new systems and processes quickly.
- Highly IT literate, particularly with Microsoft Office and CRM systems.
- Comfortable providing basic technical support and troubleshooting to customers.
- A strong team player who enjoys working collaboratively.
- Flexible and willing to support different areas of the business when required.
What Success Looks Like
In this role, you'll make a real difference to our customers and our business. You'll help ensure customers feel supported, valued and confident in using flick, while also contributing to customer retention, renewals and revenue growth. We're looking for someone who understands that great customer service isn't just about solving a problem — it's about creating an experience that makes customers want to stay. If you're an organised, enthusiastic and customer-focused professional who enjoys variety, responsibility and building great relationships, we'd love to hear from you.
About Us
Flick Learning is part of Impact Futures Group; one of the UK’s largest independently owned training providers, delivering apprenticeships and vocational qualifications. Our expertise is underpinned by our Ofsted Grade 2 'Good’ accreditation, and learner-centric delivery is at the heart of our continual operational evolution to ensure our learners receive an outstanding learning journey. We are the 23rd best large employer in the UK and the 6th best education provider. We have been awarded a prestigious 2-star accreditation for being an outstanding company to work for. We are an Equal Opportunities employer and welcome applications from all suitably qualified persons regardless of their race, disability, religion/belief, sexual orientation or age. We are committed to safeguarding and promoting the welfare of children and young people. An enhanced DBS check will be required for this role.
Client Services Account Manager in Coventry employer: Impact Futures Group
The Childcare Company, part of Impact Futures Group, is an exceptional employer that prioritises employee growth and well-being, offering a comprehensive benefits package including uncapped bonuses, generous holiday allowances, and enhanced parental leave. With a strong focus on team collaboration and innovation, we foster a dynamic work culture where strategic leaders can thrive and make a meaningful impact in the education sector. Join us in shaping the future of education partnerships while enjoying a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Account Manager in Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Impact Futures Group. 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 Impact Futures Group 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 Services Account Manager in Coventry
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 Impact Futures Group:Your cover letter is your chance to shine! Tell us why you want to work at Impact Futures Group 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 Impact Futures Group!
How to prepare for a job interview at Impact Futures Group
✨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.
