Client Services Adviser
Summary
BARBRI is the recognised global leader in legal ed-tech. BARBRI provides a suite of technology-driven products and solutions that serve students, professionals, law schools, and law firms throughout the legal lifecycle, empowering every step of the legal education journey.
At BARBRI, we provide legal education that’s fit for the future, not stuck in the past.
The world is changing, which is why legal education at BARBRI is different. We focus on flexible learning, centred around new skills, new roles, new disciplines, and new ways of working. Our innovative approach is designed to open opportunities and enhance the qualifications and employability of legal professionals and aspiring lawyers, ensuring that the legal profession is accessible to all.
As B2B Client Services Adviser, you will be responsible for supporting client services for all BARBRI Global UK B2B relationships. This will include onboarding and establishing delivery for all key B2B clients, including law firms, universities, corporate employers, ALSPs, governments and public sector organisations. The B2B Client Services Adviser will be a key member of the Strategic Client Partnerships Team and will establish a very close working relationship with BARBRI’s Global Operations Team and the Revenue Operations Team.
You will be a part of a talented Business Development team and will help maintain BARBRI’s relationships with external agents and partners. You will have a background in operations and client services management and experience of excellent customer service to law firms, corporate employers, governments and public sector organisations seeking to provide their employees and future talent with training for their professional qualifications and practice skills.
Priorities for the business
Driving Execution – Translates strategic priorities into operational reality; Aligns communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield measurable and sustainable results.
Building Partnerships - Identifies opportunities and takes action to build strategic relationships between one's area and other areas, teams, departments, units, or organisations to help achieve business goals.
Position Responsibilities
Support the Strategic Client Partnerships Team in providing excellent client service to help maintain BARBRI’s UK B2B revenue streams to meet organisational budget and strategic priorities.
Help support and sustain strong relationships with key clients and act as a trusted partner for individuals within these organisations, responsible for the organisation of legal training and learning and development.
Support the Client Services Manager with the development and ongoing maintenance of an efficient and effective account management and client services provision to meet their expectations and demands.
Service fully all client needs from enrolment to feedback for all BARBRI Global products and support.
Ensure course delivery satisfies clients’ needs and maximise client retention through the provision of excellent customer service and achievement of existing KPIs.
Communicate product change requirements/updates from clients, ensuring all relevant teams, including the Global Learning Team and the Global Operations Team, have a good understanding of client requirements.
Support the Client Services Manager with scheduled contact with clients to review service delivery performance and ensure customer satisfaction, and accurately record client interactions on Salesforce.
Ensure client services systems and processes are kept up to date to ensure effectiveness and identify opportunities to streamline and improve processes.
Identify service delivery procedural improvements and work with the Global Operations Team to resolve and apply lessons learned, and effectively resolve complaints to prevent recurrence.
Generally
As a member of the BARBRI Global team, you will:
act as a role model and ambassador for the company to enhance BARBRI’s brand awareness and perception;
carry out a wide range of activities to ensure the success of the BARBRI global business;
attend and contribute to team meetings; and
track and report project progress to the Head of Strategic Client Partnerships.
Qualifications and experience
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor’s degree or other relevant education level
Min. 1 year of experience in legal education client services management/operations support
Understanding of the needs of an undergraduate, postgraduate and professional legal audience
Ability to communicate key messages to our customers
Ability to communicate at a professional level
Planning/organizing—the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
Adaptability—adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
Problem solving—identifies and resolves problems in a timely manner and gathers and analyses information skillfully
Mathematical Ability:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
Communication/Interpersonal Skills:
Ability to work in cross-functional teams. Ability to work well in groups and across functions. Excellent written and verbal communication skills. Able to present recommendations and plans to senior management and key customer representatives with poise and professional effectiveness.
Computer Skills:
To perform this job successfully, an individual should have knowledge of Word Processing, Spreadsheet, and presentation software and be able to effectively use the Internet and Email.
[Experience of managing or operating an LMS/CRM/Student Information system is preferred.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and stand. The employee is frequently required to use hands/fingers to operate equipment and talk/hear to communicate and exchange information. The employee is occasionally required to reach with hands and arms. The employee must frequently lift and/or move up to 40 pounds. The worker is required to have close visual acuity to perform an activity such as: preparing and analysing data and figures, viewing a computer terminal, and extensive reading.
Relocation Assistance Provided? No
Working Hours: Varies based on business needs
Travel Requirements: Some business travel may be required
Location:
London or Cardiff (permanent contract). Mandatory two-day office attendance on Tuesdays and Thursdays.
Equal Opportunity Statement:
We are an equal opportunity employer and welcome applicants from all backgrounds to apply. We do not discriminate based on race, religion, colour, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business needs. We are committed to fostering a diverse, inclusive workplace where everyone can thrive.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions and perform any other related duties as assigned by their supervisor.