job opportunity - client care specialist

We're hiring!!
Please check out the overview below and then get in touch if you'd like to have an informal chat to find out more!
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HOURS

• 4 day week
• 20 hours per week (opportunity to increase to 24 per week)
• Monday to Thursday 9am to 2pm (hours slightly negotiable)
• Paid holiday including bank holidays
• Work from home / hybrid working

BENEFITS

• Free unlimited gym membership with access to all our services - worth £160pm
• Paid holiday including bank holidays
• Work from home / hybrid working
• Free coffee !
• Feel like your work matters

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ROLE OVERVIEW

Are you passionate about solving customer issues with your friendly, infections personality?


Have amazing attention to detail?


And love all things health & fitness?


If so, we need to talk :-)

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​Reporting to and working with Kate, you will.........

> Help us smash our client retention targets and take our overall client experience and customer service to a new level!

> You’re here to be the trusted person known for being ‘behind the inbox' and at the end of the phone who’s always willing to help

> You’ll deliver outstanding customer service and resolve all client & membership queries, quickly and efficiently - doing so in your own unique, friendly and warm style (no generic ‘corporate’ style interactions here!)

​> You’ll be part of our mission to be the best part of our client’s day, every day.

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DUTIES - CUSTOMER SERVICE

* Managing our busy customer service SMS & email inboxes daily - resolving all queries
* Proactively picking up the phone to help clients, promptly and efficiently
* Sharing client feedback with the team with the objective of constantly improving our programs and service
* Manage our member’s only Social Media group

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DUTIES - MEMBERSHIPS & BILLING

* Checking and amending client membership information
* Managing membership & billing change requests
* Resolving payment issues
* Processing membership tier change requests
* Chasing membership contracts and filing online

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DUTIES - RETENTION & RENEWALS

* Help with the onboarding and ‘early stages’ of our client’s journeys
* Speak to clients looking to leave, and aim to save at least 25%
* Proactively spot people who are disengaging and use initiative to re-engage them
* Send relevant, outbound messages to different segments of our membership base
* Coordinate retention and renewals activity with the Ops Manager
* Design end weekly newsletter to our members

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REQUIREMENTS:
​
KEY skills

• Proven track record in handling and resolving all manner of client queries or issues
  
  
• LOVE picking up the phone and speaking to clients no matter what the reason
  
  
• Previous experience and confidence using CRM systems and client management software platforms
  
  
• Excellent keyboard / laptop skills - including fast, accurate, touch-typing
  
  
• Consistently solid grasp of basic grammar (they’re / their / there……… you’re / your … etc)
  
  
• Comfortable using Social Media (primarily Facebook and Instagram)
  
  
• Experience and competence with spreadsheets
  
  
• Meticulous attention to detail
  Excellent organisation, work, and time management skills - including not getting distracted easily
  
  
• The ability to consistently follow and stick to proven processes and ways of doing things
  
  
  

YOU

• Active interest in Fitness & Nutrition
• Take huge pride in your work
• Strong banter
• Obsessed with learning and improving
• Committed to the cause and willing to go above and beyond

PS

• You must own your own laptop
• You must own your own transport

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FANCY A CHAT?

Email CV and a few words to Chris@innovatefitness.co.uk


Kate and I will be in touch asap :-)