Employer Engagement Officer - #1669779

About The Role

As an Employer Engagement Officer, you will play a crucial role in fostering and maintaining strong client relationships. Your primary focus will be to ensure client satisfaction, act as a liaison between clients and internal teams, and contribute to the development of a positive client experience. You will manage client interactions, address client needs and concerns, and support the implementation of strategies aimed at enhancing client engagement and satisfaction. Additionally, you will organise and execute client meetings and events to promote collaboration, communication, and organisational values. You will work closely with operational teams across the business to manage client touchpoints consistently and effectively, ensuring they align with our customer promise.

Location: Based on a hybrid working model, you will have the ability to work remotely with occasional travel to customer sites or our Pearson office based in central London.

Client Engagement

Core tasks and responsibilities

• Develop, implement, and assess client engagement strategies aimed at enhancing client satisfaction and loyalty.
• Work with the leadership team to identify focus areas and agree on the most effective strategies to improve client engagement.
• Collaborate with cross-functional teams to identify and address client needs, concerns, and opportunities for improvement.
• Plan and execute activities, events, and initiatives to promote a positive client experience and strengthen client relationships.
• Act as a liaison between clients and internal teams, facilitating open communication and fostering a culture of transparency.
• Provide guidance and support to internal teams in addressing client concerns and fostering a positive client dynamic.
• Ensure effective communication of key messages and initiatives to clients.
• Support the growth and development of the business by actively participating in bids and tenders, ensuring that proposals align with company objectives and client needs.
  
  

Customer Experience

• Partner with customer-facing departments to understand client needs and contribute ideas to improve customer satisfaction.
• Support the identification, and addressing, of critical client pain points and process inefficiencies to prioritise improvement activities that drive maximum client impact.
• Support the creation and implementation of strategies focused on enhancing the client experience.
• Support all PTQ client engagement activities, including client communications, account management, improvement activities, and service proposition development and execution.
• Support the definition and optimisation of the end-to-end client journey, including all client touchpoints, focused on improving client experience, understanding of key process requirements, and compliance.
• Provide guidance, proactive upskilling, and encourage best practice sharing across PTQ teams to improve client experience.
  
  

What We Are Looking For

• Proven experience in client engagement, customer relations or a related role.
• Excellent communication, interpersonal, and presentation skills.
• Strong project management and organisational abilities.
• Ability to collaborate effectively with diverse teams and stakeholders.
• Proficiency in using engagement measurement tools and analytics to assess impact.
• Proven ability working in a target driven, fast paced environment.
• Experience of working in an Apprenticeship or Training field would be desirable but not essential.
  
  

This post is exempt from the provision of the Rehabilitation of Offenders Act 1974 and applicants will be expected to undertake an enhanced disclosure through the DBS.

Who We Are

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].

Job: LEARNING DELIVERY

Organization: Enterprise Learning & Skills

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 19598