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Client Support Specialist

2 months ago

Manchester, United Kingdom Ultimate Performance Full time
About the Role

We are seeking a highly skilled and motivated Client Support Specialist to join our team at Ultimate Performance. As a Client Support Specialist, you will play a critical role in ensuring that our clients receive exceptional service and support.

Key Responsibilities
  • Provide timely and effective support to clients through various channels, including phone, email, and in-person interactions.
  • Process requests accurately and efficiently, meeting or exceeding service level agreements.
  • Achieve personal key performance indicators and contribute to the team's success in delivering departmental key performance indicators.
  • Support clients and trainers by processing payments accurately and managing queries on their accounts from onboarding to offboarding.
  • Assist clients and trainers with booking training sessions and support the gyms with maximizing sessions per week.
  • Ensure first-time resolution and utilize supporting departments and resources to provide the best possible outcome.
  • Take ownership of complaints and ensure the escalation process is followed.
  • Gain an understanding of our clients' needs and preferences to identify the best possible solutions.
  • Flexibility to adapt to change and the ability to use initiative to resolve issues, driving client satisfaction.
  • Maintain an excellent knowledge of our products and services to ensure prospects and clients receive accurate information and guidance.
  • Identify opportunities to upsell or cross-sell our services and products to clients.
  • Work with client data, reports, and systems to ensure data processing accuracy, compliance, and support quality monitoring and governance.
  • Utilize company systems as per process to ensure all data is captured and recorded in line with policy.
  • Demonstrate a positive and proactive attitude towards organizational changes, supporting colleagues with knowledge sharing and continuous learning.
Requirements
  • Previous experience in client support or a related field.
  • Maths and English GCSE or equivalent.
  • Ability to communicate effectively with internal and external contacts at all levels.
  • Strong phone, email, and in-person communication skills.
  • High level of computer literacy, including Microsoft Office packages.
  • Strong attention to detail and ability to work in a fast-paced environment.
  • Previous experience using CRM and payment systems is desirable.
  • Experience taking customer payments and processing invoices is desirable.
  • Experience handling data is desirable.
  • Able to provide training to fellow team members on various client support skills is desirable.
  • Knowledge and understanding of the fitness industry is desirable.
Benefits
  • Employee discounted products.
  • Company matching contribution pension.
  • 25 days holiday, plus bank holidays.
  • Employee Assistance Programme.
  • Salary sacrifice schemes, including cycle to work and electric car scheme.
  • Simply Health optional policy.
  • Weekly group training sessions at our U.P. gym.
  • 50% discount on 1-2-1 personal training sessions at the U.P. gym.