Head of Client Services

Overview

Job Title: Head of Client Services

Location: Northwest

Role Type: 12 months (Maternity Cover)

First Intuition (FI) is a fast-growing, innovative education provider committed to delivering outstanding learning experiences. At FI, our commitment to excellence is driven by our core driving principle of putting people first. We take pride in nurturing talent, fostering growth, and providing unparalleled support to our students, clients, and team members, ensuring they can thrive personally and professionally.

Our success is due to our approach to training and our links with businesses. We work closely with organisations to precisely understand their needs and incorporate these into innovative course designs, where the interaction with students is tailored, personal and reflects their specific circumstances. This approach has led to First Intuition being awarded an 'Outstanding' rating by Ofsted.

Job Summary

The Head of Client Services is responsible for overseeing the service delivery to our clients in the Northwest. The Client Services team manages the initial enquiry through to enrolment, whether as an apprentice or a commercial student. Throughout this journey, the team maintains strong relationships with clients, providing regular updates on student progress and offering comprehensive account management. They also serve as the primary point of contact for clients, addressing any issues their learners may face while studying with FI.

The role will require collaboration with other members of the wider team such as Head of Apprenticeships, Head of Client Engagement and Programme leads in order to effectively feedback on student progress to employers, report any wider issues to the employers and to influence our local course offering to best suit client needs.

This role reports into the Managing Director (Northwest)

Key Responsibilities

Client relationship management

• Client relationship management for a number of key clients
• Supporting with some unmanaged clients
• Ensure that programmes we offer to our clients are in line with demand
• Engage with clients regularly with updates and onboarding windows
• Oversee student progress reporting for clients

Overseeing the quality of service delivered to clients

• Overseeing our student progressions, including policies and procedures
• Regularly oversee client allocations to ensure appropriate workloads
• Oversee apprenticeship study planner production
• Ensuring that the team are compliant with funding rules
• Attendance at regular finance and compliance committee meetings
• Working with Head of Client Engagement and Head of Apprenticeships to review and define service levels internally and externally
• Seeking continuous improvement of processes and systems supporting client service, to support the provision of high-quality service at scale

Management of the Client Services team

• Run regular team meetings
• Recruiting and onboarding of new staff members
• Direct line management and provide support to the CRM team with day to day management of clients
• Direct line management and provide support to the Admissions team with day to day management of student sign up's

Business Development

• Supporting business development activities in line with the strategic direction of growth
• Attend and run events in the Northwest
• Dealing with and tracking of new leads

Skills and Experience

Essential:

• Experience of delivering high quality client service and relationship management
• Experience of the delivery of professional or higher education within employer-led programmes
• Experience of contract management and tendering
• Experience of team management
• Strong organisational and time management skills
• A positive and solution focused attitude to work
• Flexibility and adaptability to changing workloads

Desirable:

• Experience in the commercial education industry and/or the accountancy and finance sector
• Experience of working in cross-functional groups or project teams with a variety of commercial and educational staff
• Knowledge of accountancy qualifications and apprenticeship standards

First Intuition are dedicated to safeguarding children, young people, and vulnerable adults. All roles require reference checks, an enhanced DBS, and online searches in line with KCSIE guidelines. This post is exempt from the rehabilitation of Offenders Act 1974.

First Intuition is committed to safeguarding and promoting the welfare of children and vulnerable adults. All staff are expected to share this commitment and adhere to our Safeguarding and Prevent Policy, which can be viewed here.

We are a disability confident employer, committed to equal opportunities for all applicants. If you need reasonable adjustments during the recruitment process, please let us know.