Client Success Support Lead

Davies; United Kingdom; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading consulting firm in the United Kingdom is seeking a Client Success Support Lead to enhance client satisfaction and support apprenticeship onboarding. The ideal candidate will possess strong analytical and IT skills, along with experience in Learning & Development. This role offers competitive benefits and a dynamic work environment.

Benefits

Discounts for over 800 retailers

25 days holiday (rising with service)

Well-being centre

Recognition programme

Life Assurance (4 x basic salary)

Development, training, and professional qualification

Qualifications

• Experience or understanding of Learning & Development within a FE & Skills provider.
• Experience of working in regulatory environments.
• Excellent written, verbal and presentation skills.

Responsibilities

• Provide monthly or quarterly learner progress reports.
• Assist the onboarding process and update systems.
• Manage communication with clients regarding apprentices.

Skills

Learning & Development experience

Understanding of vocational qualifications

Client-facing experience

Good analytical abilities

Excellent IT skills

Self-motivated and organized

Tools

Microsoft PowerPoint

Microsoft Word

Microsoft Excel

Job description

Client Success Support Lead

Department: Consulting

Employment Type: Permanent - Full Time

Location: Home United Kingdom

Reporting To: Business Support Manager

This role sits within our Operations Team and the successful candidate will be required to support the team to ensure ongoing client satisfaction and Apprentice Onboarding. The Client Success Support Lead will need to have strong and diligent data analysis skills with good attention to detail.

The successful candidate will take ownership of monthly client reports as well as assisting the onboarding team with process driven onboarding stages, creating documents in Microsoft PowerPoint, Word and Excel and tracking upcoming Apprenticeship start numbers all with the goal of maximising our monthly Apprenticeship start targets across England and maintaining client satisfaction to retain learners. The Client Success Support Lead will support the Client Success Team to resolve client queries and keep them informed of apprentice progress. The successful candidate will also work alongside our internal Compliance Team to ensure that all apprentices on programme have been onboarded correctly and in line with DfE Funding Rules.

Your New Role

• Take ownership of providing the Client Success Team with Monthly or Quarterly learner progress reports.
• Assist the onboarding process by completing the process-driven aspects of the operation.
• Update systems and produce reports, liaising with the internal Compliance and Onboarding teams as necessary and follow-up information requirements to inform clients of apprentice progress and business updates.
• Provide timely and pleasant communications to internal staff regarding planned and future opportunities on Work In Progress and Apprentice Approval.
• Update clients with upcoming apprentices nearing the end of their programme, celebrating their achievements, and emphasising the support needed for programme completion.
• Update the Apprenticeship Service Account to ensure all Apprentices are correctly uploaded and being accurately funded.
• Support the follow-up of sales to potential new Clients for the Client Success Team.
• Work with the Client Success Team to de-escalate client issues in the onboarding stage, ensure timely completion of onboarding and to minimise risks and complaints.
• Liaise with the data team to collate reports and presentations as required.
• Consistently update notes, action plans and changes to opportunities on Work in Progress.
• Monitor the progress of opportunities on Work In Progress, chasing outstanding paperwork to ensure speed of sales conversions.
• Ensure all your CPD activity is undertaken in a timely fashion and identify your own development opportunities.

Miscellaneous: Support other Professional Education internal teams (if required), build relationships across Davies to ensure collaboration across the Group, maintain learner and Davies Professional Education data, in line with policies and procedures, and comply with and implement relevant health, safety, security and welfare processes as required by Davies Professional Education or Davies Group procedures.

What You'll Bring to the Role

• Experience or understanding of Learning & Development, ideally within a FE & Skills provider, with experience and knowledge of the English Apprenticeship Levy
• Understanding of vocational qualifications including Apprenticeships and Functional Skills
• Experience of working within a regulatory environment
• Experience of working positively both within a team and independently
• Experience of working remotely and self-motivating time management
• Experience working with databases/platforms
• Good analytical abilities and able to be decisive
• An ability to analyse a situation with employers or Apprentices and adapt the communication accordingly, to offer appropriate information, advice, support and guidance
• Excellent written, verbal and presentation skills, with confidence to deal with senior stakeholders
• Excellent IT skills, including all Microsoft office packages
• Ability to maintain discretion and confidentiality at all times
• Experience of working in client facing environments or high internal customer care departments with a positive service approach
• Self-motivated, process-driven, organised with strong attention to detail and ability to manage own workload and meet deadlines
• An understanding of Insurance and Financial Service industry including clients and professional bodies preferred
• Experience of data analysis, ability to interpret and present data, creating reports using formulas

Benefits

Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof).

• Join us and enjoy our ever-evolving benefits, including but not limited to:
• Reward platform – discounts for over 800 retailers
• 25 days holiday (rising with service)
• Well-being centre
• Recognition programme
• Paid fertility appointments
• Fostering friendly employer
• Pension - matched contribution at 5%
• Life Assurance (4 x basic salary)
• Development, training, and professional qualification