Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
About the Role
This is a senior client-service and team-management role. You will combine direct ownership of key client relationships with responsibility for supporting and developing Client Service Advisors, improving service quality, resolving escalated issues and helping the team operate effectively.
Responsibilities
- Own and oversee complex, high-value or sensitive student and family relationships.
- Act as a senior escalation point for complaints and service-recovery situations.
- Manage and coach Client Service Advisors, setting clear expectations around responsiveness, follow-through and CRM discipline.
- Coordinate tutors, academic consultants and internal teams to ensure actions are completed on time.
- Identify service, engagement and retention risks early and take ownership of resolution.
- Support high-value renewals and ensure families understand the value of Blue’s long-term service.
- Improve service processes, escalation standards, templates and quality controls.
- Support urgent student or family situations outside normal working hours where necessary.
Requirements
- At least 5 years of full-time professional experience, including substantial responsibility in client service, relationship management, account management or service operations.
- Demonstrated experience independently managing demanding or high-value clients.
- Experience handling complex complaints and service recovery.
- Experience managing, supervising, mentoring or coaching team members.
- Native or fluent Mandarin and strong professional English.
- Strong leadership, communication and relationship-management skills.
- Excellent judgement under pressure, strong organisation and reliable follow-through.
- Able to manage multiple priorities and oversee a substantial client portfolio.
- Comfortable holding colleagues accountable for deadlines and service standards.
- Comfortable using CRM systems, trackers and digital tools.
- Willing and able to work regular weekends and respond appropriately to urgent evening matters.
- Experience with Chinese-speaking, international or high-net-worth families.
- Experience in premium hospitality, concierge, guardianship, private client services, customer success or account management.
- Experience in education consultancy, tutoring, admissions, schools or universities.
- Experience supporting retention, renewals or account growth.
- Experience managing service KPIs or client satisfaction metrics.
- Experience designing or improving service processes.
- Familiarity with UK schools, universities or admissions.
Skills
- Mandarin
- English
- Leadership
- Communication
- Relationship-management
- Judgement under pressure
- Organisation
- Follow-through
- Managing multiple priorities
- Accountability
- CRM systems
- Trackers
- Digital tools
Location
- London
Work Type
- Full-time
- Hybrid working
Experience Level
- Senior
- 5+ years
Salary/Compensations
- £42000 - £48000
About the Company
- Blue Education provides premium academic planning, tutoring and admissions support to ambitious students and families.