Job Description

Lead Employer Service Advisor

Reference number:

JR248902

Location:

Hybrid working - home and our office at Universal Square, Manchester

Working pattern:

Full Time, 37.5 hours per week

Contract Type:

Permanent

Number of roles:

1

Grade

: K3

Salary:

25,000 per annum



We are looking for a Lead Employer Service Advisor to join our team.

Role summary

As the voice of Kaplan, you will be part of a team who build and maintain strong relationships with clients, offering support and guidance throughout their students' journeys.



As the Lead Service Operations Advisor (Employer), you will:

Prioritise activities across all accounts to ensure smooth delivery Suggest service and delivery improvements to support in Client Services achieving its KPIs Manage own KPI responsibilities and consistently meet targets Identify where there is a need to review systems and processes Identify service delivery procedural failures and work with the Client, Service Operations Manager and the operational functions to resolve Effectively resolve complaints and prevent recurrence of similar issues Capture service delivery issues and work with the Service Operations Manager, Client and the operational functions to resolve


A detailed job description can be viewed here. If the link does not work for you, please copy and paste the following URL into your web browser: https://tinyurl.com/bdfkpdyk

What you'll bring to the role

Client focused experience Excellent communication skills Able to deliver training to small groups Very good organisational skills Experience of working in a dynamic environment Target results driven Ability to build rapport Attention to detail Comfortable taking accountability Tenacity to resolve issues as they arise Strong team player Knowledge of industry is desirable

What we do

Kaplan Professional is a leading provider of apprenticeships, accountancy / tax / finance banking courses, and professional assessments. For almost 80 years, we've helped shape the development and careers of finance professionals.





We are part of the Kaplan group, one of the world's largest and most diverse education and assessment providers. We operate in over 30 countries and maintain relationships and partnerships with more than 1,000 school districts, colleges and universities, professional bodies and over 10,000 businesses. Our vast breadth and scope in terms of both capabilities and assets sets us apart.

What we believe in

Our goal is for Kaplan to be a great place to work where everybody can succeed, so we truly live and breathe our values: act with integrity, grow knowledge, empower support, create opportunity, drive results together.



Kaplan is a global organisation whose mission is rooted in providing equal access to education and opportunities for advancement to people of all backgrounds. We believe diversity, equity and inclusion - of culture, experiences, perspectives - are paramount to creating success and opportunity in an ever-changing world. As an educator, partner and employer, Kaplan is committed to promoting an equitable world in which diverse talent can develop, advance and thrive.



To view our candidate privacy notice click here.

Our Values

We live, breathe and celebrate our values - they drive what we believe in, how we behave and guide us in creating a culture of success.


Act with integrity Empower and support Create opportunity Grow knowledge Drive results together

What we offer

As well as a competitive salary, transparent pay structures, hybrid/home working where possible, and paths for career progression, we offer a comprehensive benefits package that includes:

28 days annual leave + option to purchase more Season ticket loan and cycle to work scheme Big discounts on Kaplan courses for you and your family Private medical, income protection, and life insurance 24/7 confidential helpline providing counselling and other support services Company pension contributions Maternity, Adoption, Shared Parental and Paternity/Partner pay which is well above statutory levels

How to apply

To apply for this role please submit a CV along with a Cover Letter detailing how you meet the requirements of the role no later than 11pm on Thursday 14th August 2025. Note, we recommend that you apply at the earliest as we reserve the right to close the role before the closing date if we have gathered a suitable shortlist.

Additional Application Information

Recruitment checks are undertaken in accordance with our background checking policy. Successful applicants will be required to undertake a Basic Disclosure via the Disclosure and Barring Service (DBS).





Our Suitability of Ex-offenders Policy is available on the careers page of our website www.kaplan.co.uk.

Application Support

If you require support completing your application or wish to talk to someone about the role before applying please email the Recruitment Team

kaplanstaff.recruitment@kaplan.com

.

Disability Confident Scheme

As a Disability Confident employer, we are committed to interviewing applicants with disabilities who meet the minimum criteria for the role as per the job description and any screening or testing stages. Details of how to request your application be considered under the Disability Confident scheme will be shared with all applicants upon submission of an application.



Furthermore, all applicants invited to attend interview will be given information on how to request reasonable adjustments to attend.













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