Client Service and Operations Assistant

First Intuition; Birmingham; On-site; GBP 26,000 - 28,000; Full time

Job description

Location: Birmingham Centre (B3 3AS) – occasional travel to Manchester or London
Salary: £26,000 - £28,000 (DOE)
Hours: Full-time (37.5 hours per week)

Role type: Onsite

We are looking for a Client Service and Operations Assistant to build and maintain strong relationships with employers and students, ensuring they receive exceptional service and support. This role is perfect for someone who thrives in a fast-paced environment, excels at communication and organisation, and enjoys making a real impact in professional education.

Key Responsibilities:

Business planning and growth support:

• Act as the primary contact for employer and student enquiries.
• Maintain accurate records, including bookings, progress updates, and study plans.
• Support national and regional clients by coordinating services across FI centres.
• Work with Account Managers to ensure smooth onboarding, invoicing, and reporting.
• Provide ongoing guidance and support to ensure client satisfaction.

Centre and course operations:

• Gather and analyse client and student feedback to drive service improvements.
• Produce reports and insights to support business growth.
• Assist in the creation and maintenance of marketing materials, including brochures and website content.

Administration:

• Set up courses in the CRM system (Administrate).
• Support Online Live course enrolments and student queries.
• Coordinate materials and logistics for course delivery.
• Assist with exam administration and invigilation.

Essential:

• Administrative or customer service experience in an office environment.
• Understanding of Apprenticeships and ESFA funding rules.
• Familiarity with professional qualification training in a corporate setting.
• Strong communication, relationship-building, and client service skills.
• Excellent organisation, time management, and attention to detail.
• Ability to work under pressure, particularly during peak onboarding periods.
• A proactive, solution-focused approach with the ability to manage workloads independently.
• Adaptability to shifting priorities and changing demands.

Preferred:

• Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel).
• Experience using CRM systems like Administrate or Salesforce.

Expectations & Success Factors:

• Be a proactive team player, treating colleagues, students, and visitors with respect.
• Stay open to change, innovation, and continuous improvement.
• Engage in training and development opportunities to enhance skills.

Benefits:

• 25 days annual leave (based on full-time hours) PLUS bank holidays.
• Hybrid working available, equipment provided for homeworking.
• Flexible-working positive employer with a range of family-friendly policies.
• Employee Assistance Programme: 24-hour confidential access to counselling and support services.
• Competitive Pension.
• Private Medical Insurance.
• Training and development opportunities.
• Long term career prospects in a growing company.
• Employee perks including a range of discounts to suit your lifestyle.

We are committed to safeguarding and protecting young people and vulnerable adults and follow Safer Recruitment processes. All successful candidates will need to complete a DBS check, with some roles requiring an Enhanced check. This post is exempt from the Rehabilitation of Offenders Act 1974.

As a disability confident employer, we are committed to creating an inclusive and accessible recruitment process. We welcome applications from all qualified candidates and are dedicated to ensuring equal opportunities for everyone. In line with our commitment, we guarantee an interview to disabled applicants who meet the minimum criteria for the role. If you require any reasonable adjustments during the interview process, please let us know, and we will be happy to support you.