NVQ Enrolment & Client Success Advisor in Manchester

We are looking for a highly organised and customer-focused NVQ Enrolment & Client Success Advisor to join our Client Services team. This is a commercially important role focused on managing NVQ enquiries from first contact through to booked, registered and delivery-ready status. The successful candidate will play a key role in ensuring learners and clients receive a professional, responsive and supportive enrolment experience while maintaining accurate records and smooth handovers into delivery. This is not a traditional sales role. The focus is on converting existing demand, protecting enquiry opportunities, providing clear learner guidance, and ensuring high-quality onboarding and client experience throughout the enrolment journey.

Key Responsibilities:

• Manage inbound NVQ enquiries via phone, email, website forms, referrals and existing client relationships.
• Respond to new enquiries within agreed service levels, targeting first response within one working hour.
• Contact learners and clients by phone and email to guide them through the enrolment process.
• Qualify learner suitability, NVQ pathway, funding route and evidence requirements.
• Convert suitable enquiries into confirmed bookings and registrations.
• Track enquiries throughout the full enrolment journey.
• Maintain accurate CRM, LMS and learner records.
• Record and monitor non-conversion and lost opportunity reasons.
• Provide clear advice on NVQ qualifications, assessment routes, evidence requirements and onboarding steps.
• Manage learner and employer expectations to support successful starts.
• Ensure learners are suitable before progressing to registration.
• Escalate complex or unsuitable cases appropriately.
• Deliver a professional and supportive customer experience throughout the learner journey.
• Ensure all learner, employer and payment documentation is complete and compliant.
• Work closely with assessors, IQA, delivery and administration teams.
• Maintain high-quality handovers into assessment and delivery.
• Reduce avoidable onboarding errors and incomplete registrations.
• Use agreed onboarding documentation, checklists and internal processes.
• Support repeat business from existing clients and employers.
• Build strong working relationships with learners and stakeholders.
• Help improve conversion, retention and learner satisfaction.
• Provide feedback on customer trends, objections and competitor activity.
• Identify opportunities for wider account growth and refer to BD/Sales where appropriate.
• Follow up aged enquiries, incomplete registrations and lapsed learners.
• Support reactivation and outbound campaigns alongside BD/Sales.
• Maintain accurate records of follow-up activity and outcomes.
• Ensure activity aligns with the wider client journey and avoids duplication.
• Maintain accurate reporting data across enquiry handling and enrolment activity.
• Support monthly reporting and pipeline management.
• Identify recurring service or process issues using CRM and LMS data.
• Share improvement ideas with the Client Services Manager.
• Support continuous improvement across onboarding and enrolment processes.

What We’re Looking For:

Essential Skills & Experience:

• Experience in training, education, learner engagement, course enrolment, customer success, client services, construction training, health and safety training or a similar client-facing environment.
• Strong client and learner communication skills.
• Ability to convert enquiries in a service-led and professional way.
• Highly organised with strong follow-up discipline.
• Confident managing multiple enquiries at different stages.
• Understanding of learner onboarding, evidence requirements or training administration.
• Accurate record keeping and strong attention to detail.
• Ability to work with assessors, delivery teams, Client Services and BD/Sales.
• Commercially aware, with the ability to balance conversion, quality and service.
• Able to escalate sensitive or complex learner/client queries appropriately.

Desirable:

• Experience in NVQs, apprenticeships, construction, health and safety, rail or regulated training.
• Knowledge of learner registration or assessment processes.
• Experience using CRM/AP, LMS or learner management systems.
• Experience supporting commercial targets in a service-led environment.
• Understanding of CITB funding or employer-funded training.
• Experience recording lost opportunity reasons or supporting conversion reporting.

What we can offer you:

• A supportive and collaborative working environment.
• Opportunities for career progression and personal development.
• The chance to make a meaningful impact on learner success and client experience.
• Competitive salary and commission/bonus schemes.
• Long-term career progression within a growing organisation.
• 26 days holiday (plus bank holidays).
• Flexible / hybrid model working.
• Onsite parking.
• Meritocracy incentive trips.
• Mental health support via free confidential advice and counselling services.
• A colleague health and well-being programme.
• Access to free wellbeing apps.