Client Services Team Member

Role Summary

Client Services team members play a key role in delivering high-quality service to clients and internal stakeholders. The position provides administrative support across enrolments, course coordination, communication, and compliance tasks. This role ensures that daily operations run smoothly, training activities are well-organised, and clients receive a positive and professional experience throughout their learning
journey.

Main Duties & Responsibilities:
1.  Client Communications

• Handle incoming phone and email enquiries
• Send correspondence and provide general client support
  

2. Student Management

• Process enrolments
• Validate transcripts
• Manage invoicing and payment plan setup
• Handle accounts receivable and payment reminders
• Schedule courses, classes, and trainers
• Manage student transfers, cancellations, and extensions
• Process results, certificates, and qualifications

3. Training Coordination

• Set up courses and liaise with students
• Provide troubleshooting support
• Troubleshoot training related enrolment and delivery systems
• Assist with course resources as requested

4. Scheduling & Administration

• Assist with calendar management
• Work collaboratively with management, trainers, assessors, BDMs, compliance, marketing, and office staff
• Maintain the client database and internal systems
• Generate required internal reports
• Assist with compliance activities and external reporting
• Manage course setup, maintenance, and troubleshooting
• Undertake general administration and ad hoc research.

Skills & Experience:

Experience

Minimum of 3-5 years in a similar role or industry or min 5 years administration experience preferred.

Skills

• Intermediate to advanced Microsoft Office skills (Word, Excel, PowerPoint, Outlook)
• Experience with Student Management Systems (SMS), Learner Management Systems (LMS), Zoom, Monday.com preferred
• Client and/or database management experience
• Strong verbal and written communication skills and able to confidently represent our company in a professional manner via phone and emails. 
• Highly organised, able to meet deadlines, and able to work well under pressure
• Strong attention to detail and good customer service skills
• Ability to work independently and collaboratively within a small team
• Self-starter with strong problem-solving skills and the ability to think creatively.
• Fast learner and able to multi-task

Performance Expectations

• Complete tasks accurately and on time
• Interact professionally with clients, suppliers, and colleagues
• Adhere to company policies and procedures.