Client Success Coordinator

**Your profile**:
**What's on Offer**:
**Job Type**: Permanent
**Salary Circa**:£26,000 - £30,000 per annum (depending on experience)
**Hours**:37.5 hours per week
**Core Business Hours**: (10am until 4pm)
**Location**: Birkenhead
**Hybrid Remote Working**:(Must attend Birkenhead office on Monday's and Friday's)

**Team Member Benefits**:

- **
Annual Leave**:25 days Annual Leave plus 8 bank holidays
- ** Wellbeing**:Dedicated Mental Health Champions supported by trained Internal Mental Health First Aiders. Wellbeing day provided.
- ** Culture**: Friendly and supportive multicultural working environment
- ** Career Development**:Comprehensive internal training and development opportunities
- ** Enhanced Leave and Support**:Enhanced Bereavement Leave, Enhanced Sick Pay, Pet Bereavement Leave, Miscarriage Leave and Pay
- ** Recognition and Rewards**:Regular recognition of achievements through our monthly BSC team awards
- ** Pension Scheme**

**_ We are looking for a detail-oriented and customer-focused Client Success Coordinator to join our team._**:

- The Client Success Coordinator responsibilities include liaising with accommodation providers, ensuring our students have the right accommodation for their needs and ensuring that all of our group bookings all run smoothly_
- We invite applicants who have previous experience in service related environments, preferably within hospitality, education or accommodation services._

Join BSC Education in making a lasting difference where your passion will not only shape the future of students but also empower communities, create opportunities, and inspire positive change that resonates beyond our schools.

**Overview**:The Client Success Coordinator (Accommodation & Groups) will coordinate all accommodation aspects for the business, when there is an enquiry that requires ad hoc accommodation. The post holder willalso work with the Sales and Operations teams to ensure all processes relating to group bookings run smoothly. They will have the overview of all ‘on demand’ accommodation bookings, ensure that suitable provisions are made, and maintain a great working relationship with accommodation providers. The postholder will also be the regular point of contact between the internal Sales, Client Success, & Operations teams to ensure efficiency and effectiveness in all areas of planning and delivery for group bookings. The post holder will have strong organisational skills, excellent attention to detail and the ability to follow defined processes and procedures.

Duties of the role include, but are not limited to, those listed below:
**Accommodation**
- Be the point of contact for Client Success and Sales teams when it comes to any accommodation requests (other than Homestay and BSC committed accommodation)
- Source ad hoc residential options when committed rooms are not available
- Work with providers and college teams to ensure complaints are limited and quality of accommodation provided to students is the best in the industry
- Liaise with the Client Success team for any pre-arrival issues/changes, support colleges with any issues post-arrival
- Deal effectively with arising challenges, resolving complaints and escalating issues to the Client Success Team Leader or Manager
- Build and maintain strong relationships with internal and external stakeholders

**Administrative Duties & Support**
- Communicating details to the Sales team for year-round groups (Adults and Young Learners), and Summer and Winter Programmes
- Liaising with college teams on all aspects of the operation for each group
- Keeping the product database up to date, collating all product options and requests and managing them with full details, restrictions and costs in order to support the sales team with preparing group quotes
- Assisting in development of marketing materials and price list as required
- Coordinating the process of collating all pre-arrival preparation for each group, alongside relevant teams
- Supporting process of collating all post departure paperwork including checking all costs and invoices, alongside relevant teams

**Commercial Support**
- Working with Commercial and Operations teams to effectively manage cost on all programmes and products ensuring costs are as expected and changes fed into pricing on all published and bespoke products
- Reacting quickly to customer programme requests during quotation stage
- Managing margin on groups
- Support the yield management of inventory of groups alongside the Client Success and Operations teams

**Customer Experience**
- Actively look for and pre-empt delivery problems and potential flashpoints for groups. Proactively communicate with all parties to reduce the impact
- Act as first line of support for the Commercial or Client Success teams during delivery to manage problems and complaints relating to groups, ensuring information flows successfully between parties and making decisions on alternatives and solutions when needed to prote