Head of Client Services at First Intuition in Reading, England, GB

Head of Client Services – South Central

First Intuition South Limited

Job summary:

The Head of Client Services is responsible for developing and maintaining strategic employer partnerships across South Central, ensuring exceptional client service, strong learner outcomes and long-term client retention.

The scope of the role covers all aspects of employer and client relationship management, from initial engagement and onboarding through to programme delivery support and ongoing employer relationship management. The role works closely with internal teams to ensure that First Intuition continues to deliver an outstanding experience for both employers and learners, whilst ensuring programmes and services evolve to meet changing client needs.

As a member of the South Central Management Team, the Head of Client Services contributes to regional planning and strategic decision-making, supports business growth initiatives and helps shape local service delivery. The role is responsible for leading and developing the Client Partner team, providing the leadership, direction and support required to deliver exceptional service throughout the learner journey.

This role reports to the Managing Director of South Central and is responsible for the line management and development of the Client Partner team.

Duties and responsibilities to include:

· Core member of South Central Management Team and will contribute to South Central planning, tailoring strategies and programmes to ensure they continue to enhance the learner and client experience.

· Act as Strategic Partner for key South Central clients, building strong relationships and delivering solutions that meet their business needs.

· Attend regular client meetings to discuss business strategy, programme performance, learner progress, service delivery and future requirements. Supporting business development and client engagement activities as directed.

· Work closely with scheduling, apprenticeship, operations and finance teams to ensure effective planning, communication and delivery for clients and learners.

· Ownership of all processes relating to the delivery of client service, representing the needs of the team and clients on internal projects and decisions impacting on the delivery of client service. · Responsibility for the apprenticeship admissions process.

· Contribute to regional and group-wide projects, sharing client insight and supporting wider business objectives.

· Lead, mentor and motivate the Client Partner team to deliver exceptional service from onboarding through to ongoing programme management.

· Supporting additional work as reasonably required by management from time to time. This list is not exhaustive.

Qualifications and skills:

Essential:

· Experience of delivering high quality client service and relationship management

· Experience of the delivery of professional or higher education within employer-led programmes

· Strong stakeholder management and communication skills.

· Experience of team management

· Strong organisational and time management skills

· A positive and solution focused attitude to work

· Flexibility and adaptability to changing workloads and priorities

Desirable:

· Experience in the commercial education industry and/or the accountancy and finance sector

· Experience of working in cross-functional project teams with a variety of commercial and educational staff

· Knowledge of accountancy qualifications and apprenticeship standards

Benefits:

· 30 days annual leave PLUS bank holidays

· Hybrid working available, equipment provided for homeworking

· Flexible-working positive employer with a range of family-friendly policies

· Employee Assistance Programme: 24-hour confidential access to counselling and support services

· Competitive Pension

· Company bonus scheme and share scheme

· Training and development opportunities

· Long term career prospects in a growing company

· Employee perks including a range of discounts to suit your lifestyle

We are committed to safeguarding and protecting young people and vulnerable adults and follow Safer Recruitment processes. All successful candidates will need to complete a DBS check, with some roles requiring an Enhanced check. This post is exempt from the Rehabilitation of Offenders Act 1974. All staff are expected to share this commitment and adhere to our Safeguarding and Prevent Policy, which can be viewed here.

First Intuition does not discriminate on the basis of race, sex, colour, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.