NVQ Enrolment & Client Success Advisor
hace 1 día
Manchester
We are looking for a highly organised and customer-focused NVQ Enrolment & Client Success Advisor to join our Client Services team. This is a commercially important role focused on managing NVQ enquiries from first contact through to booked, registered and delivery-ready status. The successful candidate will play a key role in ensuring learners and clients receive a professional, responsive and supportive enrolment experience while maintaining accurate records and smooth handovers into delivery. This is not a traditional sales role. The focus is on converting existing demand, protecting enquiry opportunities, providing clear learner guidance, and ensuring high-quality onboarding and client experience throughout the enrolment journey. Key Responsibilities: Enquiry Management & Conversion • Manage inbound NVQ enquiries via phone, email, website forms, referrals and existing client relationships, • Respond to new enquiries within agreed service levels, targeting first response within one working hour, • Contact learners and clients by phone and email to guide them through the enrolment process, • Qualify learner suitability, NVQ pathway, funding route and evidence requirements, • Convert suitable enquiries into confirmed bookings and registrations, • Track enquiries throughout the full enrolment journey, • Maintain accurate CRM, LMS and learner records, • Record and monitor non-conversion and lost opportunity reasons Learner & Client Support • Provide clear advice on NVQ qualifications, assessment routes, evidence requirements and onboarding steps, • Manage learner and employer expectations to support successful starts, • Ensure learners are suitable before progressing to registration, • Escalate complex or unsuitable cases appropriately, • Deliver a professional and supportive customer experience throughout the learner journey Enrolment & Handover Coordination • Ensure all learner, employer and payment documentation is complete and compliant, • Work closely with assessors, IQA, delivery and administration teams, • Maintain high-quality handovers into assessment and delivery, • Reduce avoidable onboarding errors and incomplete registrations, • Use agreed onboarding documentation, checklists and internal processes Client Success & Retention • Support repeat business from existing clients and employers, • Build strong working relationships with learners and stakeholders, • Help improve conversion, retention and learner satisfaction, • Provide feedback on customer trends, objections and competitor activity, • Identify opportunities for wider account growth and refer to BD/Sales where appropriate Follow-Up & Reactivation • Follow up aged enquiries, incomplete registrations and lapsed learners, • Support reactivation and outbound campaigns alongside BD/Sales, • Maintain accurate records of follow-up activity and outcomes, • Ensure activity aligns with the wider client journey and avoids duplication Reporting & Continuous Improvement • Maintain accurate reporting data across enquiry handling and enrolment activity, • Support monthly reporting and pipeline management, • Identify recurring service or process issues using CRM and LMS data, • Share improvement ideas with the Client Services Manager, • Support continuous improvement across onboarding and enrolment processes What We’re Looking For: Essential Skills & Experience • Experience in training, education, learner engagement, course enrolment, customer success, client services, construction training, health and safety training or a similar client-facing environment., • Strong client and learner communication skills., • Ability to convert enquiries in a service-led and professional way., • Highly organised with strong follow-up discipline., • Confident managing multiple enquiries at different stages., • Understanding of learner onboarding, evidence requirements or training administration., • Accurate record keeping and strong attention to detail., • Ability to work with assessors, delivery teams, Client Services and BD/Sales., • Commercially aware, with the ability to balance conversion, quality and service., • Able to escalate sensitive or complex learner/client queries appropriately. Desirable • Experience in NVQs, apprenticeships, construction, health and safety, rail or regulated training., • Knowledge of learner registration or assessment processes., • Experience using CRM/AP, LMS or learner management systems., • Experience supporting commercial targets in a service-led environment., • Understanding of CITB funding or employer-funded training., • Experience recording lost opportunity reasons or supporting conversion reporting. What we can offer you: • A supportive and collaborative working environment., • Opportunities for career progression and personal development., • Morson Nexus is a practice of Morson Group, we are a £1.4BM turnover company who is set to double in size globally over the next 5 years. You can play a key part of that growth., • The chance to make a meaningful impact on learner success and client experience., • Competitive salary and commission/bonus schemes, • Long-term career progression within a growing organisation, • 26 days holiday (plus bank holidays), • Flexible / hybrid model working, • Onsite parking, • Meritocracy incentive trips - 50 of our colleagues went to Mexico this year!, • Mental health support via free confidential advice and counselling services., • A colleague health and well-being programme, • Access to free wellbeing apps