Careers with learndirect Customer Engagement Officer - Remote
Do you have the necessary right to work in the UK?* You must have the necessary right to work in the UK.
Contract type: Full-time, Permanent
Location: Bournemouth, SouthWest BH2
Through education, people can transform their lives and reach career goals. learndirect Group has been empowering individuals to reach the height of their potential for many years, with a forward-thinking digital approach.
As the UK’s leading online learning provider, we have helped millions of learners gain qualifications that have led to exciting careers. Our work is to empower, inspire, and transform lives through flexible education made accessible to all.
Pearltech requires individuals with exceptional drive and ambition to help with one of the fastest growing learning technology companies in the education space.
Pearltech’s core service is providing education providers with white label turnkey learner management systems (LMS) and content to help them unlock the benefits of online and blended learning. The typical customer profile includes FE Colleges, Private training providers (PTPs), and UK awarding bodies.
The Client Engagement Officer will play a key role in supporting customer success efforts, ensuring timely invoicing of partners and colleges, and assisting in the implementation of customer success strategies. This role will work closely with the Client Services Lead to enhance operational efficiency and support customer retention and satisfaction.
Key Responsibilities and Accountabilities:
* Manage invoicing processes for partners and colleges, ensuring accuracy and timely payments.
* Support customer onboarding, ensuring smooth implementation of services.
* Assist in monitoring customer health scores, identifying at-risk accounts, and implementing proactive solutions.
* Handle customer queries and escalations, providing exceptional service and timely resolutions.
* Collaborate with internal teams to ensure customers receive continuous support and engagement.
* Maintain up-to-date records in CRM systems to track customer interactions and financial transactions.
* Contribute to customer communication strategies, ensuring effective and consistent engagement.
What we are looking for in you:
* Strong attention to detail and experience in financial administration (invoicing & payments).
* Background in customer success, account management, or sales support.
* Excellent communication and problem-solving skills.
* Proficiency in CRM systems (e.g., HubSpot) and Microsoft Office Suite.
* Ability to manage multiple priorities in a fast-paced, customer-focused environment.
* High levels of emotional intelligence and cultural awareness to engage effectively with diverse learners.
* Resilience and adaptability to thrive in a fast-paced, dynamic environment.
* A results-driven mindset with a passion for innovation and continuous improvement.
* Passion for the education industry.
* Experience of delivering best in class SaaS support to customers in the Education sector (Desirable)
* Patience and discipline to maintain relationships with more demanding customers with more challenging/complex needs (Desirable)
This role will be remote based.
Why work with Us?
* Complete a funded course of your choice after your probation period.
* Excellent holiday allowance plus bank holidays – to include one extra day’s holiday for your birthday / appreciation day.
* £50 Amazon thank you Voucher for your birthday.
* Company pension scheme.
* Refer a friend scheme.
* Inclusive culture and positive working environment.
* Staff social events.
We are an equal opportunity employer, always looking for the right talent based on merit for every position. Learndirect Group believes passionately in including all employees equally in the learndirect culture and mission. We actively encourage diversity of thought and champion our talented individuals.
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