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BPP
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London, Greater London
Customer Operations & BTT Programme Support Executive
Overview
Job Description
General information Reference 000105 Publication end date 26/05/2020 Close Date 26/05/2020 Vacancy details Job Profile Administration - Administrative Roles Title Customer Operations & BTT Programme Support Executive Contract Type Permanent Job Purpose The purpose of this role is to support delegates and client contacts throughout their Professional Development customer service experience by offering excellent administrative services, assisting various other departments and meeting SLA objectives. Job Background The role is based within the Customer Operations Team in Manchester within Professional Development. The position will involve dealing with telephone and email queries from UK, EU and international law candidates, Joint Venture partners' clients/delegates, the processing of bookings/ applications and managing various mailboxes. Responding to any queries quickly and accurately and adhering to a 24 hour SLA at all times. The role will involve implementing, organising and managing the Bar Transfer Test programme from set up to completion. The purpose of the Bar Transfer Test (BTT) is to enable candidates who are qualified lawyers to have the opportunity to transfer to the Bar of England and Wales, without having to undergo the full course of education and training as required in the Academic Stage (Qualifying Law Degree or conversion course) and the Vocational Stage (Bar Professional Training Course, 'BPTC'). Key Responsibilities: Manage administration and service support - proactively deal with telephone enquiries and email enquiries on a daily basis on all PD Products, processing bookings, booking transfers, invoice queries and cancellations. Answering all associated e-mails within SLA for all inboxes which include (but is not limited to) CIMA on Demand, Insolvency, CIMA CPD, LD ICAS, Bar Transfer Test, PD E-learning and PD operations Liaising with the BPP Law school and working closely with the Director of Programmes and course tutors in order to offer accurate information, advice and guidance to candidates Update documentation for each sitting, ensuring the BPP BTT website is up to date and ensuring the manual is kept up to date and relevant Creating and maintaining accurate financial records Ensure that candidates get log in details for the virtual learning environment and online library and provide assistance with any associated queries Proactively contacting interested candidates in order to increase BTT application figures Managing the set up and schedule of the BTT; liaising with numerous departments, responding to internal queries, setting deadlines for key tasks, setting deadlines for candidates Organising a suitable date for candidate registration and send welcome in advance of this date Organising rooms and equipment for training and assessments Department Professional Development - PD Operations Vacancy location Location UK, North West, Manchester St James's Candidate criteria Candidate Criteria Ideally educated to degree-level, however applications from candidates with appropriate and relevant work experience or other equivalent qualifications will also be considered Well organised and self-disciplined, able to manage own workload and work on own initiative Ability to work well under pressure and evidence of prioritising work under such conditions Ability to work to very tight deadlines remaining professional and calm Excellent verbal and written communication skills Intermediate level (minimum) of MS Office Able to be proactive and input ideas to improve procedures and processes Openness to new processes and willingness to change to meet business requirements Experience of Microsoft Outlook Experience of working with international students to confidently and patiently communicate application processes Experience/ familiarity with study visas Problem solving skills Experience of working in a university Experience of working with Salesforce Able to build good working relationships across all levels Good negotiation skills and excellent organisational skills Please note that the successful candidate will be required to undergo a credit check and basic disclosure Development Opportunities This role will require liaison with many teams not only within PD but other areas of BPP and external professional bodies. You will work closely with Product Heads, Presenters, On-Line team and the Client Operations Team on a wide range of PD products. Employment Details Contract Hours 37.50 FTE 1.00 Salary 23000 Attachments Full Job Description Customer Operations & BTT Programme Support Exec JD & Guide.pdf (739 Kb)