Client Success Executive

About UsWe specialise in creating apprenticeship opportunities for young people entering the workforce for the first time. We recruit and employ every apprentice on behalf of the "host" client, enabling us to offer additional support and a better experience for both apprentice and client. We arrange the most suitable and appropriate apprenticeship training from one of our partner training providers.We are a government-approved Flexi-Job Apprenticeship Agency and this means we have a licence to employ apprentices on behalf of our clients and offer short-term placements. The "Flexi-Job Apprenticeship Agency" model is highly effective and has many benefits for the host organisation, such as short-term placements, reduced employment liability, access to many high-quality training providers and additional support throughout the relationship.Our mission statement is to inspire ambition and widen horizons. Our purpose is to create and nurture apprenticeship opportunities that might not otherwise exist for young people.We are currently ranked 1st in the "Rate My Apprenticeship" Central and Greater London Regional Top Employers Award and 19th in the list of Top 100 Apprenticeship Employers 2021-22. Inspire ATA currently scores 9.4 as an employer with 29 reviews. Inspire ATA Ltd. is a company limited by guarantee and is set up as a not-for-profit social enterprise. Inspire ATA Ltd. is registered in UK, company number 6278125 and has operated since 2007 (formerly called Sporting Education Ltd.). We are based in Hammersmith & Fulham and have twice been runner up in their annual business awards for Best Social Enterprise or Charity (2016 and 2017).We are a sister company to LMP Education which is listed on the Register of Apprenticeship Training Providers as Let Me Play Ltd. (UKPRN 10040664), company number 5536416 and rated "GOOD" by Ofsted in March 2020. Inspire ATA is part of the LMP Group. Each company within the group has the collective mission to inspire ambition and widen horizons. Each company intends to provide opportunities and support social change across the UK. The focus is on education and social impact: working together to bring about positive and sustainable development. About the roleThe responsibility of the Client Success Executive (CSE) is to create and maintain long-lasting and healthy relationships with customers whilst overseeing and managing all activities related to the performance management cycle to ensure its effectiveness and relevance to the business needs. They will be working with customers to ensure they are receiving the tools needed to achieve their objectives and their main goal is to create loyal, repeat customers instead of one-time users. They will be providing relevant support, information, advice, and guidance (IAG) to all apprentices and clients throughout their apprenticeship journeys and will be responsible for supporting in reviewing progress whilst setting SMART performance objectives. They need to have an in-depth understanding of customer likes and dislikes about Inspire ATA services, which can be discovered through surveys, reviews, referrals, and more. CSMs should organize, analyse, and share this information with other departments to ensure the company's decisions always consider the voice of the customer.Key Responsibilities and AccountabilitiesThe main duties and responsibilities will include:Create and maintain long-lasting and healthy relationships with customers (apprentices and clients). Encourage repeat bookings through excellent customer service. Contribute to building relationships, and implementing new processes and systems that will increase the business' revenue potential. Support in the development of Inspire ATA apprentices in order to improve their experience and the client's experience. Support in the design and implement strategies to monitor and drive apprentices' performance throughout their apprenticeship journeys.Learn to train and develop apprentices to achieve maximum business impact.Learn to identify, report, and resolve workplace or interpersonal barriers to performancemanagement.Use efficient systems for the collection of information on client satisfaction and apprentice performance. Gather cross-functional performance data seeking support from Client Success Managerwhen required.Gather statistical performance analysis and learn to recommend performance solutions to improve customer experience. Support in onboarding new apprentices. Onboard new clients. Supporting in conducting probation and exit reviews.Offer regular support to new apprentices and clients throughout their Apprenticeshipjourneys.Maintain regular contact with the company's DSL to ensure any Safeguarding orPreventing concern is addressed promptly and through the correct channels.Maintain regular contact with the Training Provider to ensure each and every apprentice has access to adequate support and can successfully complete theapprenticeship.Escalate concerns on all aspects of employee-related issues, including manager and employee issues, policies and procedures, terminations and exit interviewfeedback.Learn to use employment legislation when giving advice.Compiling, maintaining, and updating records, where appropriate prepare documents/reports.Support Client Success Team Leader in the producing, and monitoring ofmonthly/quarterly people & performance numbers including absence, turnover,ethnic monitoring, age and disability and highlighting any areas of concern to Performance Manager or client satisfaction. Providing general administration support to ensure efficient operations.Operating relevant equipment/ICT packages (MS Office).Contributing to team effort by accomplishing related results as needed.Requirements and ProspectsDesired SkillsAbility to demonstrate an understanding of the FE, FJAAR and training sector.Ability to handle multiple priorities in a fast-paced working environment.Ability to demonstrate an understanding of basic HR policies, procedures, andpractices.Excellent IT Skills (MS Office including Excel, PowerPoint, and manyothers).Excellent analytical skills.Excellent interpersonal skills.Excellent oral, written and presentation skills.Excellent customer engagement/service skills.Willingness to participate in training and development.Proficient communication skills applicable within an office environment or during any period of remote working.Personal QualitiesFlexibility and reliability.Be Dynamic, engaging, resilient and ambitious.Contribute to the overall ethics/work/aims of the business.Ability to relate well to colleagues/clients when communicating through departments.Able to work as part of a team effectively by using all resources available toyou.Ability to maintain confidentiality and withhold information within reason.Have an analytical mindset, with the ability to analyse and identify patterns in information, trends, and emerging issues.Demonstrate critical thinking and the ability to investigate and evaluate information and reach conclusions. Customer-first mindset. Problem-solving. Managing expectations. Active listening. Time management. What's in it for you (Remuneration & Benefits)?£30,000 per annum28 days holiday and get an extra day for each year you stay with us, up to max 33 days PLUS bank holidays.We pay for a Healthcare Plan once you've passed probation, which includes access to a private GP.From day 1, free life insurance covering up to x4 your salary.We'll both add money into your pension pot after 3 months.Get 25% off online learning resources for year 1 to GCSE with EdPlace.Choose what flexible benefits you want after you've passed probation - this could be buying extra holiday, dental, topping up your healthcare plan, bikes, gym membership, electric cars and give as you earn.ConfidentialityThe post holder must maintain the confidentiality of information about clients, staff and other Inspire ATA stakeholders. Some work is of a confidential nature and information gained must not be communicated to other persons except in the recognised course of duty. The post holder must meet the requirements of the General Data Protection Regulation (GDPR) Act at all times.Safeguarding, Prevent & Equal OpportunitiesLMP Group, Let Me Play, LMP Education, LMP Action C.I.C. and Inspire ATA are committed to anti discrimination and equal opportunities for all. We are equally committed to Safer Recruitment Policies, Safeguarding, the Prevent Duty and promoting the welfare of children, young people and adults. To achieve our commitment, we will ensure continuous development and improvement of robust safeguarding processes and procedures that promote a culture of safeguarding amongst our staff and volunteers.Pre-employment checksPlease be aware that upon a successful offer of employment the company completes digitalized right-to-work checks and DBS applications via an external provider.The company also completes an internal online social media search, in line with Keeping Children Safe in Education guidance.