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Innovate News

job opportunity - client care specialist

1/4/2023

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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!
_______________________


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


___________________________


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 :-)

______________________

​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.

_______________________________

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

==========================================

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

==========================================

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

=====================

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

_________________


FANCY A CHAT?

Email CV and a few words to [email protected]


Kate and I will be in touch asap :-)


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