Client Services Manager
4 weeks ago
-Start date: 6th January, or as close as possible (will not consider candidates that cannot start on or before 20th January 2025)
-Contract: Fulltime 40 hours/week (or we are open to part-time)
-Salary: £32-40K (fulltime)
-Holiday: 24 days of holiday/year (including your birthday off following completion of probation. Plus 8 usual public holiday days) FTE
-Hybrid role: would be in the office in SW6 4LZ 2 days a week, otherwise WFH. Would consider fully remote for the right candidate. Salary weighted according to working arrangements.
Who Are We?
Ivy Education is a privately owned award-winning company providing educational support and consultancy services to children from nursery through to university, since 2010.
Benefits include an additional day’s holiday after two years (and 4 day bonus after 4 years), career progression pathways and Learning & Development opportunities provided, including apprenticeships and training by external providers, and regular performance reviews and 121s.
What Will You Be Doing?
As our Client Services Manager, you occupy a key operational position within Ivy Education. Reporting to the Operations & Finance Director, you are responsible for client experience and service delivery across the range of products and services we offer.
This is a key role that requires a strong project-management skillset to effectively scope and implement business transformation across the business. In addition, the Client Services Manager account manages Full Placement clients and is responsible for the provision of excellent services to all clients.
What Will Be Your Responsibilities & Outputs?
Relationship Management
o Nurture and develop relationships with clients to maximise satisfaction.
o Develop and maintain long-term and trusting relationships with consultants, tutors and clients.
o Implement and maintain effective methods for gathering customer satisfaction data.
Delivery of Service
o Ensure timely and successful delivery of consultancy products and services.
o Address client concerns and needs as and when they arise.
o Oversee the delivery of a seamless high-quality service by all Client Services team members.
o Work with other managers to ensure distribution and delegation of work across departments aligns with company strategy and KPIs.
o Drive service excellence with a focus on achieving continuous improvement.
o Streamline business processes to enhance efficiency.
Sales Support
o Identify opportunities to upsell and cross-sell with the sales team.
o Receive support from the Client Services Executive/Assistant for administrative duties related to School and University Placements.
Cross-Function Strategic Support:
o Devise action plans for strategic development.
o Training and development of the Client Services Executive/Assistant.
Team management
o Build and maintain a productive and positive team culture.
o Proactive and assured team management of the team.
o With F&OD, set and monitor KPIs.
o Team capacity and skillsets are developed and utilised effectively to meet departmental KPIs.
Industry Knowledge
o Share strong understanding of the education industry, including industry trends and the competitive landscape, with wider team.
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