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Client Services Officer

Company: Kaplan UK    Location: Manchester
  • Build and sustain strong relationships with client groups
  • Maximise client retention through the the provision of an excellent client service and
information
  • Support management in collating and reporting information to clients
Responsibilities:
Relationship management

  • Ensure effective communication between the Client & Kaplan functions
  • Capture clients course requirements and ensure they are incorporated into the national
course schedules
  • Act as primary point of contact for clients
  • Be responsive to client requests and meet their day-to-day operational needs
  • Share feedback gathered from clients to help reinforce positives and identify areas for
improvements within the Client Services team with the Client Services Manager
  • Provide client feedback to the Client Services Manager to improve or ensure high levels
of training delivery and service are maintained

Service delivery

  • Prioritise activities across all accounts to ensure smooth delivery
  • Drive service and delivery improvements to ensure Kaplan achieves its KPIs
  • Identify where there is a need to review systems and processes
  • Identify service delivery procedural failures and work with the Client, Client Service
Manager and the operational functions to resolve
  • Effectively resolve complaints and prevent reoccurrence of similar issues
  • Capture service delivery issues and work with the Client Services Manager, Client and
the operational functions to resolve
  • Complete accurately and on a timely basis activities such as sending of joining
instructions, enrolments, CBE bookings and resolution of client queries
  • Support clients with any queries related to basic activities such as sending of joining
instructions, enrolments and CBE bookings.

  • Capture and monitor account activity for the purpose of demonstrating that Kaplan has
achieved its KPIs
  • Identify opportunities to streamline our processes when liaising with clients and the
operations teams

Reporting

  • Capture and input client/student data into Kaplan systems, ensuring accuracy and that
data protection guidelines are adhered to

  • Generate reports to review performance and quality of service delivery
The post holder will, in addition, carry out any other duties as are within the scope, spirit and
purpose of the job as requested by the management team. As business requirements change,
the job description will evolve.

Person Specification:
  • Client focused experience
  • Experience of working in a dynamic environment
  • Target & results driven
  • Ability to build rapport
  • Attention to detail
  • Comfortable taking accountability
  • Tenacity to resolve issues as they arise
  • Strong team player
  • Knowledge of industry is desirable
Kaplan is an equal opportunities employer and positively encourages applications from suitably
qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation,
gender reassignment, religion or belief, marital status, or pregnancy and maternity. If you
require any adjustments or additional support within the recruitment process, please contact us
directly.