Customer Success Specialist
4 weeks ago
**CLIENT SUCCESS SPECIALIST**
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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?
You’ll be 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 will be the ‘concierge’ who ensures that every new client has an amazing experience, is well looked after whilst they find their feet, and is supported with everything they need to succeed.
You will deliver outstanding customer service, by dealing with, and resolving client issues quickly and effectively.
You'll develop 'virtual' relationships with our members, helping to constantly identify & celebrate all their wins - large or small
If that sounds like you - we need to talk:
- )
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Innovate Fitness & Wellbeing is a fast-growing and fast-moving local fitness company specialising in Transformational Fitness Coaching for women, through bespoke group & 1-1 Fitness, & Nutrition Services.
We're ready to take things to a whole new level and are investing heavily in 2023 - by investing in YOU
This is entirely down to having such a fast growing client-base of clients who love what we do, and choose to stick with us.
An exception to the norm in the fitness industry
This means that it’s an exciting company to work in, but also means that you’ll need to be highly-driven, self/motivated, and willing to adapt as you grow with the company.
If you thrive on the feeling like YOU’RE personally growing as a company grows, and want to feel like your work matters, read on
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**THE ROLE - Mission**
- Helping us to hit and surpass our already ‘best in class’ client retention targets, through managing and delivering a first class client experience for everything 'outside of the gym'.
- Be the trusted person known for being ‘behind’ the inbox proactively picking up the phone to help & resolve any issues.
- Continuously understand the client experience, feeding back internally to help us to continuously improve how we can make more clients succcesful, and the cleint experience even better
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**THE ROLE - Results**
1. Resolve overdue payments in 10 days or less
2. Ensure all membership agreements are signed within 7 days
3. Call 8 clients per week "just because" :)
4. Identify, call and re-engage 4 ‘at risk’ clients per week
5. Save 25% of leave requests
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**THE ROLE - Responsibilities**
- Memberships, Billing & resolving payment issues
- Chasing membership contracts and filing online
- 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 groupHelp 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
- Weekly bright spots post and newsletter
- Capture and celebrate client wins (internally and externally)
- Client experience advocacy
- Help plan, promote and deliver events & challenges
- Ad hoc admin support
- Help out in other areas as required
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**THE ROLE - REQUIREMENTS (YOUR skills & competencies)**
- **Experience working in, or an active interest in health, fitness and nutrition**:
- Customer service skills & experience
- Competence with spreadsheets
- I.T literate - fast typing, knows way around a keyboard
- Can pick up new software quickly and confidently
- Good with numbers, basic arithmetic skills
- Correct grammar, spelling and well written
- Highly organised
- Comfortable with FB & Instagram
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**THE ROLE - REQUIREMENTS (YOUR traits)**
- Charismatic, energectic, passioante
- Proactive - natual tendency to pick up the phone
- Attention to detail
- Can follow instructions to the letter & able to consistently follow processes accuarately
- Enjoys methodical work
- Natural inclination to solve problems
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**OH, AND YOU'LL ALSO NEED....**
- ...to be fun to be around and work with
- ....a strong banter game
- Your own your own laptop
- Your own transport go above and beyond
**Job Type**: Part-time
Part-time hours: 20 per week
**Salary**: £12,000.00-£13,500.00 per year
**Benefits**:
- Additional leave
- Company pension
- Gym membership
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
**Experience**:
- Customer Service: 1 year (required)
Work Location: Hybrid remote in Harrogate
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