Business Services Executive

MP Resourcing
Wallingford, UK
17 May 2019
23 May 2019
Contract Type
Full Time
Scope of the Role

Based in our Oxfordshire Head Office aligned to our Client Relationship & Business Services Team, the Coaching and Business Services Executive is a key role in our organisation, managing relationships with our Coaches, and wider internal teams. They are responsible for delivering service excellence and exceeding external and internal customer expectations through their superior delivery and co-ordination of coaching programmes.

Coaching & Business Services Relationship Management
  • Delivering exceptional service and support to internal and external stakeholders acting as the key interface and first point of contact and delivering a prompt and responsive seamless end to end user experience
  • Developing "flawless" delivery plans in partnership with the relevant coach / Associate consultant and Client Relationship Executive
  • Liaising with Client Relationship Executive throughout the project / programme to ensure delivery plans are on target
  • Working closely with our Associate network when required for coaching programmes

Programme Co-ordination and Process Excellence
  • Delivering the seamless end to end process of our coaching programmes
  • Responsible for managing our referrals 'in-box' and processing all new coaching referrals, putting them in the CRM database, scheduling and contacting them with all relevant coaching information within and exceeding our KPIs
  • Maintaining regular contact with coaches to schedule, track attendance, deliver and feedback on all coaching sessions
  • Coordinating all feedback and preparing initial draft of feedback reports to be shared with Client Relationship Executive highlighting any key insights, low volume or quality
  • Escalating feedback scores where appropriate to Head of Coaching/Coaching Director
  • Communicating all necessary client related requirements to the Client Relationship Exec.
  • Recording and reporting attendance
  • End to end Administration of coaching programme diagnostics
  • Administering and keeping CRM database up-to-date in line with key processes, from referral through to programme completion and archive
  • Responsible for ensuring all information is up to date and assigned to the correct account
  • Diary management of coaches, shared programme calendar
  • Driving the booking of all coaching sessions, ensuring all coaching, promotional and feedback materials are provided and up to date and ensuring all individual and group programmes stay on track and are completed within agreed timescales
  • Meeting / conference call / video conference and webinar coordination
  • Set up and provide basic trouble shooting support for webinars using company selected video conferencing platform
  • Providing administrative support for our network of Associate Consultants
  • Liaising with Client Administrators / Coaches PA's regarding room bookings, equipment needed etc.

Projects & Reporting

Produce relevant reports as required for coaches and internal meetings which may include:
  • Client and coaching activity
  • Attendance tracking
  • Relevant management information gathered from employees and Associates
  • Customer feedback
  • Participate and support ad-hoc product and company-wide projects & support ad-hoc reporting

Office Management Support
  • Providing wider support to the team, including administration support, answer phones, taking messages etc.
  • Creating and editing documents for internal and external use

The core responsibilities of the role are detailed above however it should be noted that they are subject to change in line with business / team evolvement and there is a requirement to carry out ad-hoc projects for the business and team as and when required.

Person Specification

We are looking for a proactive individual with a detail orientated approach who is used to multitasking, managing multiple diaries, customer relationships and managing confidential information. A computer literate self-starter that can use their initiative, working well both on their own and as part of a team, with a focus on quality and customer satisfaction. Other attributes will be:
  • Process, administration and confident client interfacing skills
  • Ability to work to deadlines and manage conflicting priorities
  • Remains calm under pressure and capable of thinking on their feet in a crisis
  • Adaptable, flexible and open to learning
  • Excellent written skills to assist in document preparation and e-mail communications
  • Be a self-motivated individual and a real team player with the empathy and drive to succeed and work autonomously when necessary
  • Strong Salesforce/CRM system experience a preference
  • Excellent time management, administration and organisational skills
  • Excellent MS skills particularly Outlook (diary management), MS PowerPoint, Excel & Word
  • Flexible approach to work with a can-do attitude
  • Willingness to proactively take on new tasks
  • Ability to use initiative, forward think and work under pressure
  • A desire to find ways to continually improve the service delivered to Managers
  • Experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes

Please note: Only candidates with the relevant skills and experience will be contacted regarding this position.

If you do not hear back from us within 5 days you have unfortunately been unsuccessful in your application for this position, however we may contact you in the future to discuss other opportunities.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.

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