Job Description

Job Advert

JOB TITLE:

In-Company Client Executive

DEPARTMENT:

Client Services, Professional Development (PD) Operations

FRAMEWORK:

Individual Contributor

REPORTING TO:

Client Services Manager

KEY RELATIONSHIPS:

Director of PD Services


Virtual Producer


Client Services Team


Commercial Team


Content Team


Examinations Team


Course Leaders


Clients


Finance Team

SALARY:

30,000 per annum

CONTRACT TYPE:

Temporary Contract (Maternity Cover) -

this role will be offered on a temporary basis, starting December 2025, to cover a maternity leave for a period between 12 - 15 months.

HOURS:

35 hours per week working Monday to Friday, from 9 am to 5 pm

LOCATION:

116 Pall Mall, London, SW1Y 5ED - Hybrid work basis (approx. 2 days in the office required a week)

About Us

The Institute of Directors (IoD) is a thriving membership community for Directors in the UK and beyond, where you can connect with other leaders, develop our skills, and be heard. At a time when great Directors have never been more important, the IoD offers professional development, valuable connections, and influence.

CONNECT

- Connect with other Directors and leaders to exchange ideas, learn together, and support each other.

DEVELOP

- Advance your skills and knowledge with professional development created by Directors for Directors.

INFLUENCE

- Make yourself heard where it matters. The IoD is its member's voice to Government.

About The Role

This role will report to the Client Service Manager and will have no direct reports. Support the In-Company Client Service Manager with delivery of all in-company courses. Provide administrative support to in-company programme clients throughout the entire journey. Maintain and drive operational excellence, supporting course leaders and delegates to ensure a smooth, world-class experience.

Key Responsibilities

Responding to queries and co-manage the main inbox. Liaise with external trainers to organise and plan the delivery of courses. Ensure all PD client customers receive a premium level of service from the IoD, through regular engagement and onboarding calls. Ensure the smooth delivery of PD courses, managing the enrolment, transfers, and cancellations of delegates, providing joining instructions. Invoicing for courses and expenses as well as dealing with client/customer payments. Manage course evaluations for all In-Company courses, monitoring quality and providing regular reports as required. Manage customer support queries received by phone and shared mailboxes. Identify ways to Improve the service level for the client at each step of the journey. Capture all client information on the CRM, maintaining excellent hygiene. Ensure all course materials are correct and delivered to the right location in a timely manner. Liaise with finance when necessary. Support of resourcing requests. Room set up for in-company clients at Pall Mall. Contributing to the review of all administrative processes for efficiencies and improvements. Undertaking any other duties which may be reasonably allocated. Supporting with adhoc projects.

Person Specification

Essential

Qualifications & Experience

Minimum 2 years' experience of working in a client facing role(s). Confident using all Microsoft Office applications including Word, Excel, and Power point. Experience in operational roles and managing multiple projects, ideally within the training industry. A proven track record providing high standards of customer service.

Knowledge

Good working knowledge of CRM systems.

Skills

Be client-focused with a passion for providing a high-quality customer experience. Has the ability to work in a close-knit team geared towards flexibility and sharing responsibility. The ability to work confidently with clients at senior level. Strong interpersonal skills. The ability to prioritise and manage several tasks and systems simultaneously. Has an agile approach to getting things done. Able to collaborate and engage with wide variety of stakeholders.

Attributes/ Personal

Characteristics

Has a positive and professional attitude, demonstrating the values of the IoD. Personable and collaborative. Is well presented, ensuring a professional, business-like appearance at all times. Demonstrates a passion for own and others continuing professional development. The ideal candidate will be self-motivated, highly organised and able to work independently.

Benefits at IoD

Generous contributory pension scheme. Life Assurance of 4 x salary, or 8x salary if you have dependants. 1 x Wellbeing Day, and 2 x Corporate Social Responsibility (CSR) days. Christmas closure. Bonus Scheme Employee Assistance Programme Monthly Employee of the Month Award, and quarterly colleague nominated Employee Above & Beyond Award. Access to Perkbox platform. Impressive work environment and discount in Member cafe, bar & restaurant. * 25 days annual leave. Colleagues who have completed 3 years' continuous service, will be eligible for additional days leave, up to a maximum of 30 days annual leave.