Client Engagement Manager

Role Overview

• Acting as first-line support for members regarding assessment progress and submission status
• Tracking outstanding assessments and coordinating follow-ups with training providers
• Preparing and proofreading accreditation and certification documentation
• Maintaining accurate member records and reports in collaboration with the Assessments Manager
• Managing new member accounts and working towards a 90% membership renewal rate through regular contact and support
• Building strong, long-term relationships with members
• Increasing engagement by promoting member benefits, services and events
• Conducting regular face-to-face and video meetings with members
• Supporting business development by upselling additional services and expanding existing accounts
• Accurately recording all interactions and updates on the internal CRM system

Requirements

• GCSEs (or equivalent)
• Minimum 2 years’ experience in a Customer Support or Account Manager role
• Excellent administrative skills with strong attention to detail
• Confident proofreading ability
• Strong written and verbal communication skills (email, phone, virtual meetings)
• Highly organised, self-motivated and able to prioritise workload
• Confident using digital tools including email, office software and CRM systems
• Professional approach with strong confidentiality standards
• Desirable: Experience working with CPD schemes or understanding CPD requirements

Benefits

• Hybrid working model for better work–life balance
• Supportive team culture with opportunities to develop your career
• A role with genuine impact on client satisfaction and retention
• Opportunity to grow your commercial and relationship management skills