Title: Client Operations Executive

Location: Hybrid - Combination of Scale Space in West London and Home

Position: Permanent

About Avado

Here at Avado, we believe in unlocking potential and changing lives. We are a professional learning organisation that helps people and organisations transform and grow through interactive learning experiences in data, people, business analysis and marketing. Our connected learning approach combines deep expertise, collaborative learning, scalable technology and award-winning learning design to deliver learner experiences for people who want real, sustainable change.

 Who we need 

Our awesome Client Success Manager, Keanne, is looking for a client-focused individual with strong communication and problem-solving skills, and who want's to be a proactive advisor to clients across different parts of our business answering their queries and solving their challenges.

• You’ll manage various aspects of clients’ accounts, and you’ll respond to their queries in a way that is informed by their needs and objectives
• You’ll develop and maintain positive and successful client relationships through your positive, accommodating and solutions-oriented communications and interactions with them
• You may even support them in making decisions to increase their engagement with us, whether that’s onboarding more apprentices with us, upskilling their People/HR teams with our CIPD qualifications, or buying into our FastFutures proposition
• Regardless of what you’re working on, you’ll bring your exceptional attention to detail and remarkably proactive approach to client service, to make sure our clients are truly delighted.

What you’ll do

• Develop client relationships either directly or in support of a Senior/Client Success Manager, to make sure we have truly loyal, happy and engaged clients.
• Liaise with, and act as the link between, our clients and the wider Avado teams, by maintaining regular contact, ensuring that communication flows effectively.
• Escalate clients’ queries, questions, challenges and/or issues with the relevant teams (e.g. Apprenticeship Delivery/Operations, PQ Delivery/Operations, FasfFutures Learning Operations.)
• Using a combination of data and your intuition, proactively predict and identify ways to meet clients’ known and unknown needs.
• Support upsell processes with our wider Commercial team.
• Write client contact reports, record upsells, etc. using appropriate tools such as Salesforce and/or any other platform we elect to use.
• Organise and conduct training for clients on any information relevant to whatever they have engaged with us on (e.g. apprenticeship levy / gateway vs. EPA / learner onboarding, etc.)
• Handle client support queries including, but not limited to, billing, levy/other funding arrangements, learner QAR, engagement rates, etc.
• Generate and audit reports, and in many cases, discuss these with clients either directly or through a Senior/Client Success Manager.

 What we’re looking for 

• Demonstrable experience in building exceptional relationships with clients and other stakeholders
• A confident, clear communicator with strong interpersonal skills
• Highly detail oriented, proactive and adaptable
• Administratively strong with excellent organisational skills
• Understanding and proven application of account plans, directly or indirectly
• A team player who will take on challenges with a positive ‘can-do’ attitude and solution-focused approach
• Strong work ethic and resilience to solve problems and embrace challenges.

What you’ll get:

• The opportunity to work in a truly unique culture, with the most passionate people, where organisational values are truly embedded, and the purpose is clear and motivating
• A unique opportunity to develop and deepen the market awareness of the Avado brand in a professional learning industry estimated at over £30bn in the UK
• Full autonomy within remit of role and in a business leadership capacity
• An opportunity to operate in a test and learn environment, with a fail-fast mentality, providing risks are identified and managed
• An opportunity to be part of a business that has a positive social impact, giving people the opportunity to learn new skills at a time when many will be struggling to progress or find work
• High level of business partnership with the Avado Executive team and the executive / leadership teams of some of the best and most progressive businesses in the world.

Plus lots of benefits including: 

• Holidays – 25 days plus bank public holidays, increasing by 1 day after 2 years and a further day after 4 years.
• A day off on or around your birthday, and a birthday gift of your choice.
• Discounts at 250+ retailers.
• Free coffee from Caffe Nero or a pastry from Greggs, weekly, as well as a free film to stream and heavily discounted cinema tickets.
• Cycle2Work scheme, even if work is predominantly at home!
• Statutory pension and life assurance.
• Great work life balance through flexi working/remote working.
• Various opportunities to gain an immersive experience into the broad range of Avado products and proposition.
• Virtual mindfulness activities on Mondays and Friday.
• Periodic access to a professional business / executive coach
• Curated personal development and learning tools, courtesy of Magpie (powered by Perkbox).
• Periodic opportunities to coach 16–18-year-olds from under-privileged schools in London, because of our partnership with Future Frontiers.
• Periodic opportunities to mentor learners on our FastFutures programme.
• Access to a virtual GP (Perkbox Medical), powered by DoctorCare Anywhere

And… just for being here, we offer you a culture that’s created and nurtured by super smart people and underpinned by our Values. Our Values of Accountability, Ambition, Care, Empowerment and Transparency were created for our people, by our people; they guide our thinking, decisions and actions, creating a truly unique place to work. You will also get to be at the forefront of helping professionals enhance their careers, whether at the early stages or later down the line. You'll enjoy a hybrid working environment with an enviable workspace to use in West London, serious personal development opportunities, and some nice job-related and lifestyle perks. We're a Great Place to Work™ certified company, and the only commercial learning organisation in the 'large' category that's recognised as as one of the UK's Best Workplaces™. 

And we’re highly inclusive….

Avado is one of those rare places where anyone from anywhere with any background or experience is free to come and do their very best work. We believe in the diversity of thought, as that’s what helps us help our customers and learners – whether investing in their own development, or having their employer invest for them. Equality, diversity and inclusion are values that are critical to our success; come and see for yourself.