Reed Learning is looking for a Client Services Team Leader to join their team in Raynes Park, London.
**About Us:
Reed Learning partners with organisations to deliver all aspects of training management, from handling learning systems and coordinating trainers to managing attendee experiences and post-course feedback. We are looking for a Client Services Team Leader to ensure seamless service delivery and build lasting client relationships.
**The Role:
Reed Learning have a small but growing number of Training Managed Service customers. These organisations entrust us to organise all external training, which includes running their learning management systems, identifying and working with trainers, booking the courses, and managing the attendees from initial enquiry through to capturing post-course feedback. We also work with several 'In-Company' customers, who book individual training courses through us.
The Client Services Team Leader is to manage the day-to-day delivery of these Training Managed Services and In-Company training events, ensuring that:
- Managed Service contractual requirements are delivered
- Reed Learning realises it's commercial goals in line with the forecasted financials
- Contract performance and client satisfaction leads to retention and extension of contracts
While this is not a targeted sales role, the successful candidate will play in a key role in the ongoing growth of these services through the delivery of a brilliant service.
What you'll be doing:
Delivering Service Excellence and Quality Standards for Training Managed Service and In-Company training customers:
- Overseeing the delivery of for all Managed Service and In-Company clients, through the co-ordination of third-party suppliers.
- Line Management of two Managed Services Training Administrators. This team will grow as we add new customers to our portfolio.
- Delivering all services to clients with expertise, a focus on quality and demonstrating a desire to exceed customer expectations.
- Being the first point of contact for the resolution of any issues experienced within the delivery of Reed Learning's In-Company and Training Managed services.
- Preparing and submitting Management Information to customers.
- Leading weekly and monthly Service Review Meetings, and having an active role in preparing for and contributing to Annual Review Meetings.
Client and Supplier Relationship Management:
- Ensuring the establishment and development of world-class client relationships up to senior management level.
- Assuming responsibility for the delivery of a service that meets established client Service Level Agreements, Key Performance Indicators, and customer satisfaction targets.
- Ensuring that all activities undertaken in service delivery are in line with any contractual and Service Level Agreement requirements.
- Managing supplier relationships, identifying and onboarding suitable new suppliers who add to Reed Learning's offering.
- Ensuring suppliers are compliant, and that our supplier processes are robust and efficient.
Growing customers through reactive and proactive approaches:
- Responsible for responding to In-Company Training, Coaching, Training Managed Services and Learning Consultancy leads that come through via the website, email, or course marketplaces.
- Acting as the point of contact for new and existing In-Company Training and Training Managed Services customers, giving guidance and support on the training and development services that could benefit their organisation.
- Talking to customers on the phone/Teams, offering helpful advice and guidance based on their needs.
Continual Improvement and Development:
- Supporting the Client Services strategy, which is to grow and further professionalise everything that we do.
- Developing your team, through coaching and guidance, to help them grow within their roles.
- Ensuring that all opportunities and threats are pre-empted and managed to the benefit of both the client and Reed Learning.
- Contributing ideas, as part of the Reed Learning management team, that help the overall growth and performance of the company.
Key Relationships
- Reporting into the Director of Consulting, who has overall accountability for Training Managed Services and In-Company training.
- Line managing two administrators who deliver the day-to-day service - managing a dedicated phone line and inbox, handling customer requests, managing third party suppliers (organising bookings, sending purchase orders, organising invoice payments).
- Working closely with our customers through regular phone and email contact, and occasional in-person meetings.
- Managing our growing pool of Suppliers, to ensure they receive an experience which means they love working with and for Reed Learning.
- Working as part of Reed Learning's Centre Management Team - the administration, sales and marketing teams, based in Raynes Park, who work across all of Reed Learning's qualifications, apprenticeships and Client Services.
**What We're Looking For:
- Background in leading small teams.
- A dedicated and continued focus on customer satisfaction.
- Strong communication, relationship-building, and problem-solving skills.
**Benefits:
- Flexible working as standard (office based for 2 days per week)
- 25 days annual leave plus bank holidays
- Flexible holiday scheme (buy, sell and carry over your holiday)
- Paid time off to move home
- Contributory pension scheme
- Enhanced family leave benefits
- Insurance benefits including life assurance
- Discount schemes including gyms and popular retailers
- Range of wellbeing and mental health support avenues