Client & Operations Executive
2 weeks ago
Join a dynamic team transforming lives through world-class communication coaching.
Company Overview
A leading communication coaching company is seeking a capable and experienced Client & Operations Executive to join their team.
This organization specializes in helping individuals and companies communicate with greater impact, authenticity, and kindness. Their clients include top global companies, charities, and startups, spanning industries from finance to entertainment and tech.
They pride themselves on a warm, supportive team culture with a collaborative working structure where every voice matters. Valuing innovation, kindness, and teamwork, the company is committed to ensuring each team member feels empowered and delivers real value to the world. This is not just another job; it's an opportunity to make a difference.
About the Role
The Client & Operations Executive ensures clients’ journeys are seamless, impactful, and delightful from start to finish. You’ll be the backbone of operations, ensuring clients feel supported, coaches have what they need, and processes run smoothly.
They’re looking for someone with exceptional initiative and problem-solving abilities, who thrives on building connections and improving systems. If you love helping people, thinking creatively to solve challenges, and spotting opportunities to elevate client experiences, this role is for you.
Key Responsibilities
Client Experience & Problem Solving
- Take ownership of client queries (via phone, email, and chatbot), resolving challenges independently and anticipating needs to exceed expectations.
- Provide excellent customer service at every stage, identifying opportunities to improve the client experience and implementing solutions.
- Handle post-course feedback, cancellations, and other queries with professionalism and empathy, aiming for retention and satisfaction.
Operational Excellence
- Use and maintain the company’s CRM (HubSpot) meticulously, adhering to processes while contributing ideas for improvement.
- Manage daily operational workflows and ensure seamless communication between client success, coaches, and clients.
- Support the Client Success Managers with non-commercial activities, ensuring efficiency across teams.
Soft Sales & Client Upsell
- Conduct pre-course, post-Taster, and post-course follow-up calls to build relationships, address client needs, and offer suitable next steps or upsell opportunities.
- Work with marketing and sales teams to develop strategies for improved client retention and satisfaction.
Project Management
- Lead and implement client- and product-related projects, balancing priorities and maintaining a focus on improving systems.
Team Collaboration
- Be the liaison between the sales team, coaching team, and clients, ensuring smooth operations and excellent communication.
- Provide feedback and support to coaches to enhance the overall client experience.
Candidate Requirements
The ideal candidate thrives in a fast-paced, people-focused role. They will bring:
- Initiative & Problem-Solving Skills: The ability to think on their feet, tackle challenges creatively, and love finding solutions.
- Exceptional Communication: Clarity, kindness, and empathy in written and verbal communication, building trust with clients and team members.
- Sales Savvy: Experience with soft sales skills and a knack for upselling in a way that aligns with client needs.
- Organizational Mastery: Ferocious attention to detail and the ability to juggle multiple priorities calmly.
- Client Management Experience: Experience delivering excellent service to clients.
- Process Improvement: A proactive approach to identifying areas for improvement and implementing solutions.
- Team Player: A strong work ethic and a willingness to help the team succeed.
- Tech-Savviness: Experience with CRMs (HubSpot preferred) and a willingness to learn new systems.
- Passion for Personal Development: A genuine interest in helping others grow.
Though well-established, the company maintains a startup vibe, welcoming candidates who bring ideas, energy, and a can-do attitude.
What’s on Offer
- Salary: £28,000 to £32,000 (depending on experience)
- Bonus: Performance-related annual bonus
- Work-Life Balance: 37.5 hours/week, flexible working (2 days in a Central London office, 3 days WFH)
- Holidays: 24 days + Bank Holidays, plus 2 additional wellbeing/cultural consideration days annually
- Learning & Development: £300 annual learning budget to invest in your growth
- Wellbeing: Access to a Central London office with gym facilities and other member benefits
- Culture: A supportive, fun team where your voice matters. This is your chance to contribute to a purpose-driven company and find your tribe.
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