$54000 - $68000 Year
Monday to Friday
Day shift
Health insurance
Paid time off
Employee discount
Dental insurance
Vision insurance
401(k)
401(k) matching
Flexible schedule
Parental Leave
Tuition reimbursement
Flexible spending account
Retirement plan
Others
Fitch Learning is currently seeking a Client Services Manager based out of our London office.
We’re looking for individuals with drive, flexibility and passion to help us deliver a world class service to our clients. In return, Fitch Learning offers a busy, fast-paced, dynamic environment with considerable financial backing and stability that you associate with a larger corporate. It’s a place where you can really make a difference and progress in your career.
Role Purpose
The purpose of this role is to manage the relationships and service delivery of our Professional Qualification courses, exams and graduate programmes for a select group of clients for Fitch Learning. The role is responsible for delivering an efficient, responsive service through a professional client-first approach primarily for corporate clients, though as part of a collaborative team, the Client Services Manager will also be expected to support with some transactional clients on an as-needs basis.
The role of a Client Services Manager is to provide service excellence through an omni-channel model that includes phone, email, client portals and in future, Live Chat. The Client Services Manager will lead by example and will work closely with both their aligned Client Services Assistant to provide proactive service delivery to major clients, as well as more widely with the rest of the Client Services team to drive service efficiency, consistency and positive outcomes for our Professional Qualification clients.
What We Offer:
The opportunity to be part of an enthusiastic team of client-facing staff and deliver service excellence to our clients and delegates.
Involvement in helping to embed change and enhancing our service offering on a global basis.
Direct engagement with some of Fitch Learning’s largest corporate clients and contribute to Fitch’s continued success.
The chance to be part of a highly successful, market leader in the financial services sector and support the development of future leaders across global banks and institutions.
A dynamic, fast-paced, high-volume transactional client service environment where you can deliver against our operational commitments and can help evolve the way in which we manage Professional Qualifications.
We’ll Count on You To:
Lead your client accounts by example and be recognised as a positive, proactive client-facing service delivery manager who can provide service excellence to our clients and guidance and support to our Client Services Assistants.
Build strong relationships with your key clients and effectively manage their early career/graduate programmes and BAU transactional Professional Qualification requirements.
Have a clear focus on delivering outstanding service to our clients, delegates and internal functional teams, so that Fitch Learning’s service provision exceeds our clients’ expectations.
Monitor and manage our Service Level commitments to your clients and ensure that all of your client programmes are delivered to the highest standard, helping to secure repeat business and enhancing our profile within the client accounts.
Lead Service Review meetings with clients to present both BAU and programme-specific updates and metrics, to help drive client engagement and deliver incremental value through reporting and insight.
Ensure that all aspects of billing, credits, PO management and client invoicing rules are monitored and adhered to, to assist with the effective control of client payments.
What You Need to Have:
The role of a Client Services Manager is pivotal to maintaining our position as a market leader in the financial services education market, by ensuring that our clients and delegates receive an efficient, professional service that is consistent, scalable and can flex to accommodate periodic demands.
A strong background in operational administration and client services, including experience of managing learning programmes.
Experience of working in a client-focused environment that adheres to Service Levels.
Excellent client relationship skills and the ability to evidence a proactive, client-first approach that builds trust and positive client engagement.
A positive approach to business change and continuous service improvement.
An ability to multi-task and to remain calm under pressure.
Self-motivated with experience of working in a hybrid arrangement of both home and office locations.
What Would Make You Stand Out:
Experience of working in the learning or financial services industry
Experience of service management platforms such as ZenDesk
Specific experience of working on graduate programmes
Why Fitch?
At Fitch Group, the combined power of our global perspectives is what differentiates us. Our global network of colleagues comes together to accomplish things greater than they ever could alone.
Every team member is essential to our business and each perspective is critical to our success. We embrace a diverse culture that encourages a free exchange of ideas, guaranteeing your voice will be heard and your work will have an impact, regardless of seniority.
We are building incredible things at Fitch and we invite you to join us on our journey.
Fitch Learning is a leader in financial services training. With unrivaled breadth and depth of training, the company delivers learning solutions for apprentices and graduates, to those with 10+ years’ experience in Financial Services. Our learning solutions encompass expert faculty, e-learning, coaching and blended candidate assessments, improving individual contribution and collective business performance.
Fitch Learning is committed to safeguarding children, young people and vulnerable adults. All post holders are subject to a satisfactory Disclosure and Barring Service (DBS) check at the appropriate level for the role.
Fitch Group is a global leader in financial information services with operations in more than 30 countries. Wholly owned by the Hearst Corporation, we are comprised of three main businesses: Fitch Ratings | Fitch Solutions | Fitch Learning.
For more information, please visit our websites:
www.fitchratings.com | www.fitchsolutions.com | www.fitchlearning.com
Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions. To protect Fitch’s credibility and reputation, our employees must take every precaution to avoid conflicts of interests or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.
Fitch Group is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.
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Communication
Leadership
Teamwork
Interpersonal
Learning/adaptability
Self-management
Organizational
Computer
Problem solving
Open mindedness
Strong work ethic
technology
Others
Experience of working in the learning or financial services industry
Experience of service management platforms such as ZenDesk
Specific experience of working on graduate programmes
Communications
On going position
Hybrid Remote