Blue Education
Senior Client Service Manager
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Salary: £42000 - £48000, plus performance bonus Location: London-based Contract type: Full-time with hybrid working available Function: Client Service I Student Success I Education Operations Working Pattern: Regular weekend work and occasional evening availability are required.
About Blue Education
Blue Education provides premium academic planning, tutoring and admissions support to ambitious students and families. We are looking for an experienced Mandarin-speaking Senior Client Service Manager to lead the delivery of a consistently high standard of service across a portfolio of students and families, including complex and high-value cases.
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.
Education-sector experience is welcome but not essential. We are particularly interested in candidates with strong experience in premium customer service, client relationship management, guardianship, hospitality, concierge services, account management, private client services or other high-touch service environments.
The Role
- 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.
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What We Are Looking For
Essential
- 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.
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Desirable
- 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.
Who Will Thrive
- You naturally take ownership when something goes wrong.
- You are comfortable being accountable for overall service quality, not just your own cases.
- You identify problems before clients need to chase.
- You remain calm and decisive with demanding families and high expectations.
- You can coach junior colleagues while holding them accountable.
- You are willing to challenge internal stakeholders when actions are not completed.
- You understand the difference between excellent service and simply agreeing to every request.
- You can distinguish urgent situations from issues that can reasonably wait.
- You are comfortable responding when genuine client or student issues arise outside normal office hours.
This role may not suit someone who prefers a strictly Monday-to-Friday, 9–5 working pattern or who is uncomfortable responding to urgent client or student issues outside normal hours.
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