• Client Services Executive

    Job Locations UK-Sutton Coldfield
    Posted Date 3 weeks ago(26/7/2018 4:08 AM)
    Risk & Compliance
    # of Openings
    CLT International
  • Company Outline


    CLT International (www.cltint.com) is part of Wilmington Plc, a collaborative group of training and publishing companies delivering data, real-time information, education and training to a range of professional networks. Turning knowledge into advantage, Wilmington’s focus is on its customers' needs and share resources, ideas and expertise to meet these.


    As part of the Risk & Compliance division, CLT International has been providing certificated and non-certificated training and qualifications to professionals in the private client and wealth management industry since 1998. As an international company operating in over 90 global centres, we pride ourselves in designing and delivering best-in-class professional training for those engaged in inter-generational wealth management. 


    Training over 3,000 delegates across the world, each year, we are focussing on expanding our team in line with the business aspirations.

    Main Purpose of Role

    Our Client Services team is at the very heart of our organisation and work closely alongside our Programme Development team to provide excellent customer service and outstanding programme support.


    Key roles will include:


    • To register delegates onto various programmes with little supervision, providing them with high quality service contributing to the success of the Business.
    • To work closely with our Credit Control Dpt answering internal & external queries, resolving account issues, checking payments, providing invoices, credit note and statements.
    • To answer email queries relating to all aspects of the Business providing clients with a high-quality service and support in line with our Client care policy.
    • To maintain excellent relationships with delegates and employers and communicating effectively with team members and working collaboratively with Wilmington plc core areas and external parties.
    • To contribute ideas to improve processes and improve customer satisfaction and programme delivery and to understand the business framework to respond to customer demands.
    • To learn and be trained on other areas contributing to the efficient delivery of programmes, office cover and client satisfaction (course notes/exam papers printing – results release – certificates printing etc)
    • To attend meetings and provide cover in the absence of other members of staff
    • To efficiently register delegates onto relevant courses and manage/update their records in relation to course deferrals, cancellations, resits and all related queries
    • To take payments, set up instalment plans, process refunds, re-issue invoices liaising with Credit Control and Account when necessary
    • To work closely with Credit Control in regards to all invoices waiting to be paid, register/despatch course materials accordingly and answer all account related queries
    • To update and maintain systems including Moodle, Claritum, Salesforce (budget – Moodle codes) and Tracker
    • To manage the registrar inbox in terms of priorities and organise own workload, deadlines
    • To manage the overall booking process and prioritise accordingly when programmes open or updated materials need to be despatched
    • To monitor and update the “white Board” for programmes on hold and follow up with course developers in regards to update/priorities
    • To organise workload in regards to month/year ends
    • To track delivery of materials when required and follow up
    • To answer emails on a daily basis in response to delegate’s enquiries


    Skills and Experience Required

    Minimum of 2 years’ experience in an administrative position

    • High level of accuracy and attention to detail
    • Organised with the ability to deal with conflicting & priorities
    • Confident manner with the ability to communicate to all levels both verbally and in writing
    • Excellent Customer Service (Telephone and writing skills, face to face presentation)

    Excellent IT skills, including intermediate level Word, Microsoft Mail, Excel and PowerPoint.


    The person in this role will be organised, efficient, personable, helpful, proactive, diligent and accurate with a can-do attitude, who supports internal and external stakeholders in order that they too may achieve their objectives.


    The person in this role will endeavour to incorporate living the Company values into their daily roles – proactive, adaptable, collaborative, high quality and professional and endeavour to spot opportunities for improvement, set and deliver high quality service standards.


    The person in this role will be:

    • Understanding the Business Strategy (CLTI/Wilmington) and customers/markets requirements
    • Understanding the Programme course delivery processes
    • Understanding and Managing the Relationships with stakeholders and partners (STEP, other companies within the Plc)
    • Analysing, reporting and summarising data
    • Managing Customer Relationship (data entry, reporting, analysing)
    • Understanding the online learning platforms (Sales Force, Moodle)






    We are focused on ensuring that Wilmington remains a great place to work. We value our people and we continue to invest in their career development. We encourage learning, and career opportunities are possible across all Wilmington companies

    “We are committed to equality, equality of opportunity and valuing diversity”




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