Customer Account Manager

Today’s children may be the first generation to have a shorter life expectancy than their parents. Aspire wants to change that.

We know active children do better and that the first ten years of a child’s life provide a critical window for creating a lifelong commitment to physical activity. Combating inactivity requires changing participation trends and attitudes to physical activity in the school environment and at home. If physical activity were a pill, doctors would rush to prescribe it!

We don't prescribe magic pills. Instead, we foster long-term activity engagement change in children through dedication, innovation, and collaboration. Our delivery, training, and partner framework are designed to boost physical literacy, health, well-being, and academic achievement.

Job Specification

As our Customer Account Manager, you will play a pivotal role in enhancing our customers’ experience with the Aspire brand. Your work will directly contribute to our mission of combating child inactivity, making you an integral part of our team.

You’ll build and nurture strong relationships with our school clients, ensuring they are fully supported throughout their journey with Aspire. From onboarding and reviews to renewals and PE health checks, you’ll be the critical point of contact, understanding their needs and proactively finding ways to meet them.

You’ll also collaborate across teams, including our Aspire Active Camps service. You will manage our Customer Journey Maps (CJM), coordinate the school handover process, and deliver customer experience (CX) training for Aspire team members.

Passionate about physical activity and its impact on children and young people, you’ll find ways to engage more schools and help us achieve our mission.

Your role will include:

To be considered for the role, you will need to have the following:

• Conduct regular review meetings, including preparation, follow-up, and drop-ins for renewals and PE health checks.
• Manage and facilitate the schools' CJM to ensure a consistent, high-quality experience.
• Facilitate Key Account Management for schools, maintaining and developing long-term, impactful relationships.
• Proactively manage sales activities, including calls, emails, and follow-ups, to engage new and existing customers.
• Co-ordinate and lead school handover meetings to ensure a smooth transition of accounts.
• Respond to enquiries and complaints, providing prompt and helpful assistance.
• Liaise with schools about company updates, team member changes, and partnership opportunities.
• Review and follow up with customers regarding outstanding payments to maintain healthy accounts.
• Manage school customers’ digital folders and contribute to our social media channels, showcasing company activities and achievements.
• Work closely with the Customer Engagement Coordinator to review cycling programs and Active Camps.
• Attend internal quality, programme, and pipeline meetings; prepare updates; and present relevant feedback and data.
• Plan and deliver CX training sessions for Aspire team members and associated partners (AAP members).
• Participate in CX Huddles with AAP members, sharing insights and strategies for optimal customer engagement.

Personal Attributes:

• Passionate about physical activity and driven to help combat physical inactivity in children.
• Excellent verbal and written communication skills, with the ability to build rapport and maintain positive relationships.
• Highly organised, able to plan, manage time effectively, and prioritise key tasks.
• Resilient and proactive, capable of working independently and taking initiative to solve problems efficiently.
• A team player with a collaborative spirit and a positive attitude, ready to contribute to team success.

Knowledge and Experience:

• Experience in the education sector, with knowledge of the National Curriculum for Physical Education.
• Understanding of the Primary PE and Sport Premium and its application in schools.
• Proven experience in customer care or account management, ideally with school decision-makers.
• Competency with CRM systems and familiarity with various software packages to support customer management.
• Experience with social media content creation is a plus.

Qualifications:

• Degree in a relevant field and/or Qualified Teacher Status (QTS) (desirable).
• Competent in literacy and numeracy to Level 2.

General:

• Driving licence and access to own transport.
• This role is subject to satisfactory DBS checks and professional references.

Training and Personal Development

• We believe in investing in your growth. Personal and professional development is central to our culture. As part of your journey with us, you’ll benefit from:
• Regular internal 1:1 meetings with your line manager to review progress and explore development opportunities.
• Access to relevant external workshops and resources to enhance your skill set and stay at the cutting edge of customer account management.
• Regular performance reviews to ensure continuous growth, both personally and professionally.

Working for Aspire Active Education Group

• Fixed-term contract.
• Salary from £25,000 - £30,000 per annum.
• Arrangements that support work-life balance and align with your schedule.
• 22 days of annual leave, with opportunities to earn additional leave, plus bank holidays.
• A company pension scheme to help secure your future.
• Free school holiday childcare for children aged 5 to 12, ensuring peace of mind during the school breaks.
• A company laptop.
• Free regular ‘CheckUps’ from T-Cup and financial well-being support from YourY.
• Mileage expenses for work-related travel and uniform

For any further information, feel free to contact Luke Johnson at luke.johnson@aaeg.co.uk.