Client Services Officer

Client Services Officer 

Role Description

As a client services support officer, you will be a key influencer, providing an outstanding service to our internal and external customers. You must be able to work productively within a busy environment whilst managing your time effectively to ensure the needs of our team, clients and learners are met. You must also be able to demonstrate flexibility and strength in character by being an excellent team player and being able to work well under pressure.

Our Client services team must adapt to the changing requirements of the business to provide our employers and apprentices with the highest levels of service.

To be considered for this post, you will preferably have previous experience within Customer Service or a similar role, preferably within the skills and education sector. You will need to hold a full UK driving licence.

Key Responsibilities (including but not limited to):

• To support our employers and apprentices with a wide range of queries
• To accurately record and respond to employer and apprentices’ needs, escalating in line with company guidance and policy.
• To support on the enrolment process working closely with the Lead Enrolment Manager, engaging with Clients, Learners, Sales/Account Managers, Compliance and Skills Coaches to ensure that all learners are enrolled on the apprenticeship program while delivering informative Enrolment sessions
• Supporting learners by engaging directly with them in the first 3 months of their program
• Be confident in giving information, advice and guidance to learners regarding their learner journey for all standards that we offer including the EPA requirements
• To be able to have conversations with learners regarding progression on program
• Discussing and supporting learners with additional learning needs/support
• To have a understanding and knowledge of BKSB diagnostic for Functional Skills
• To work as a team on collating information for the Enrolment and Client Service manager
• Actively delivering reviews and contacts sessions with learners on program
• Booking apprentices onto their classroom sessions
• Making sure learners are on courses and chasing non attendance
• Chasing review signatures in line with last visits report and supporting with any compliance issues identified on weekly compliance report
• Support with following up and updating Intervention plans

Development Opportunities

This is a growing post so opportunities can become available to progress within the CSO team.

We actively encourage onward progression and development in the Apprenticeship department and there are a multitude of avenues open for further progression. We will provide training opportunities to support growth.