Client Services Adviser

Role Overview

• Support the Strategic Client Partnerships Team in providing excellent client service to help maintain BARBRI’s UK B2B revenue streams to meet organisational budget and strategic priorities.
• Help support and sustain strong relationships with key clients and act as a trusted partner for individuals within these organisations, responsible for the organisation of legal training and learning and development.
• Support the Client Services Manager with the development and ongoing maintenance of an efficient and effective account management and client services provision to meet their expectations and demands.
• Service fully all client needs from enrolment to feedback for all BARBRI Global products and support.
• Ensure course delivery satisfies clients’ needs and maximise client retention through the provision of excellent customer service and achievement of existing KPIs.
• Communicate product change requirements/updates from clients, ensuring all relevant teams, including the Global Learning Team and the Global Operations Team, have a good understanding of client requirements.
• Support the Client Services Manager with scheduled contact with clients to review service delivery performance and ensure customer satisfaction, and accurately record client interactions on Salesforce.
• Ensure client services systems and processes are kept up to date to ensure effectiveness and identify opportunities to streamline and improve processes.
• Identify service delivery procedural improvements and work with the Global Operations Team to resolve and apply lessons learned, and effectively resolve complaints to prevent recurrence.

Requirements

• Bachelor’s degree or other relevant education level
• Min. 1 year of experience in legal education client services management/operations support
• Understanding of the needs of an undergraduate, postgraduate and professional legal audience
• Ability to communicate key messages to our customers
• Ability to communicate at a professional level
• Planning/organizing—the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
• Adaptability—adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
• Problem solving—identifies and resolves problems in a timely manner and gathers and analyses information skillfully.
• Mathematical Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
• Communication/Interpersonal Skills: Ability to work in cross-functional teams. Ability to work well in groups and across functions. Excellent written and verbal communication skills. Able to present recommendations and plans to senior management and key customer representatives with poise and professional effectiveness.
• Computer Skills: To perform this job successfully, an individual should have knowledge of Word Processing, Spreadsheet, and presentation software and be able to effectively use the Internet and Email.
• Experience of managing or operating an LMS/CRM/Student Information system is preferred.