Client Services Account Manager

About this role

Are you passionate about delivering exceptional customer service? Do you enjoy building strong, long-lasting relationships with customers? Are you highly organised, confident managing multiple priorities, and someone who takes pride in getting things right first time? This is a hybrid based role and will require attendance to our office in Coventry three days a week. Please note, whilst the role is hybrid, during your initial training/induction, you will be required to attend the office for the first 2 weeks to complete training. The role also requires occasional evening and weekend work to manage the chat bot enquiries, there is a rota. Evening work would be 1 to 2 evenings per week 5-9pm. Weekend work would be 1 weekend day a month 8:30am-9pm. The Role We are looking for an enthusiastic, friendly and highly organised Client Services Account Manager to join our team. This is a varied and rewarding role where you’ll play a central part in managing the customer journey — from the initial enquiry, through account launch and ongoing support, right through to invoicing and renewal. You’ll be a key point of contact for our customers, ensuring they receive a professional, responsive and genuinely helpful service at every stage of their relationship with us. You’ll also work closely with colleagues across the wider team to make sure everything runs smoothly and our customers continue to get the most from their flick subscription. No two days will necessarily be the same. You’ll need to be comfortable juggling multiple priorities, working collaboratively and adapting to the needs of the business. Above all, you’ll have a positive "can do" attitude and a commitment to getting it right first time. Success in this role will be measured through client satisfaction and renewed business sales, making you a vital part of our continued growth and the experience we provide to our customers. What You'll Be Doing As our Client Services Account Manager, your responsibilities will include: Acting as a dedicated point of contact and account manager for customers, providing day-to-day support and account management assistance. Responding to incoming enquiries via phone, email, live chat and website contact forms. Supporting customers with post-sales enquiries and helping them get the most from their flick subscription. Building and maintaining strong, positive relationships with customers. Supporting Business Development Managers with online system demonstrations when required. Coordinating customer account set-ups on flick’s Learning Management System (LMS). Providing technical assistance to users where required. Maintaining excellent knowledge of our products, services and processes. Maintaining accurate customer records within the CRM and other databases, in line with company standards and GDPR requirements. Carrying out tasks in accordance with company procedures and processes. Contributing towards monthly sales and renewal targets. Managing our live chat service after-hours as part of a weekly rota. Working collaboratively with colleagues across the business and supporting other areas when required. You’ll be joining a leading national training provider at an exciting time of growth and expansion, working in a fun and supportive environment in an organisation with a strong focus on people and culture. Expect regular catch-ups and socials with your team, surprises in the post and company-wide social events- we’re a friendly bunch! The Benefits Bonus scheme 25 days holiday plus public and bank holidays 3 additional days of paid leave for Christmas Shut down Volunteer day Well-being day Enhanced Sick Pay BUPA Healthcare Cashback plan Enhanced Maternity paid leave Enhanced Paternity paid leave Grandparent paid leave Bereavement paid leave Life Assurance Refer a friend bonus Birthday day off 3% pension contribution using pension provider NEST Shopping discount & cash back platform Refer a friend bonus Employee Financial Wellbeing support Buy an additional 5 days annual leave Employee Assistance Helpline Company events and social gatherings Appreciation gifts About You We’re looking for someone who is Customer-focused and genuinely enjoys helping people. Friendly, approachable and professional, with excellent people skills. A confident communicator, both verbally and in writing. Highly organised, with the ability to prioritise and manage multiple responsibilities. Self-motivated and driven to contribute towards team and individual targets. Positive, proactive and someone who naturally adopts a "can do" attitude. Passionate about delivering an excellent customer experience. Confident learning new systems and processes quickly. Highly IT literate, particularly with Microsoft Office and CRM systems. Comfortable providing basic technical support and troubleshooting to customers. A strong team player who enjoys working collaboratively. Flexible and willing to support different areas of the business when required. What Success Looks Like In this role, you'll make a real difference to our customers and our business. You'll help ensure customers feel supported, valued and confident in using flick, while also contributing to customer retention, renewals and revenue growth. We're looking for someone who understands that great customer service isn't just about solving a problem — it's about creating an experience that makes customers want to stay. If you're an organised, enthusiastic and customer-focused professional who enjoys variety, responsibility and building great relationships, we'd love to hear from you. About Us Flick Learning is part of Impact Futures Group; one of the UK’s largest independently owned training providers, delivering apprenticeships and vocational qualifications. Our expertise is underpinned by our Ofsted Grade 2 'Good’ accreditation, and learner-centric delivery is at the heart of our continual operational evolution to ensure our learners receive an outstanding learning journey We are the 23rd best large employer in the UK and the 6th best education provider. We have been awarded a prestigious 2-star accreditation for been an outstanding company to work for We are an Equal Opportunities employer and welcome applications from all suitability qualified persons regardless of their race, disability, religion/belief, sexual orientation or age We are committed to safeguarding and promoting the welfare of children and young people. An enhanced DBS check will be required for this role