JOB TITLE Client Account Executive DEPARTMENT/TEAM Commercial/Client Service Team LOCATION Boulton House, Manchester POSITION 11 month Fixed Term Contract (Maternity Cover) REPORTS TO Client Service Team Manager JOB PURPOSE The purpose of this role is to support training managers and their students through excellent service and delivery by measuring and meeting defined SLA objectives, being responsive to student and training manager requests and requirements, pro-actively managing and maintaining the account. The overall objective of these activities is retention of our clients and revenue growth through excellent service. PRINCIPAL JOB ELEMENTS AND RESPONSIBILITIES Key Responsibilities and Accountabilities Manage client administration and service support within prescribed timelines, this will include but not be limited to: 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 eg. Assistance when re-sitting exams, congratulate successful exam passes particularly when multiple attempts, tutor 1:1, obtaining performance reports from examining body, assisting with log-on queries in respect of online support systems Maintaining up to date client profiles and process records on all BPP systems Pro actively provide client feedback/notify Business Development Managers and Account Managers of all positive feedback and issues/areas of client concern Work closely and actively with Account Managers, across client accounts to ensure SLAs are met and provide the provision of consistent excellent service, attend annual/bi-annual service review(s) and other occasional client visits with designated Account Manager Develop the services offered to your portfolio of clients to increase the income generated in conjunction with the cross-sell and up-sell of BPP products, develop new services within the client service portfolio Maintain strong client relationships through regular close account management which will include telephone and email communication Meet own, team and department Service Levels and Key Performance Indicators Providing regular support/absence back up to colleagues as directed by the Team Manager Attend BPP functions, including Opening Evenings, Open Days, Client visits, Student and corporate client events Effectively undertake any other duties as required by the Management Team Performance Metrics • Client feedback and surveys • Quality of all client related documentation • Operating within pre-agreed Service Levels General Responsibilities and Accountabilities for all Team Members • Promptly notify Business Development Managers and Account Managers of new business opportunities • Support colleagues in the collation of data required for input into client RFIs, pitch documents, brochures, service levels agreements and preparation of visual aids for client presentations • Provide support to Customer Service (Service Department) colleagues as directed by Team Manager • Work effectively as a member of the Client Service team •Be an ambassador for BPP both internally and externally communicating and promoting the vision and direction of the company with passion • Demonstrate key desired behaviours appropriate to role as agreed with your Team Manager • Maintain high standards of work and professionalism at all times, particularly with regards to accuracy and presentation in Keywords: Sale