Client Support Executive

Manchester, England, United Kingdom

12/17/2024

As a Client Support Executive, you will play a key role in delivering exceptional client support to both internal and external customers through various platforms. Acting as the first point of contact for our clients across all products and services, you will also support our personal trainers. We operate in a fast-paced, multichannel environment focused on achieving first-contact resolution. With keen attention to detail, you will work to resolve client queries and ensure the best outcomes for their needs.

Requirements


Key Responsibilities:

• Client Interaction:
• Answer and handle all customer inquiries promptly and efficiently, delivering outstanding client support to our global customers and personal trainers
• Process requests accurately and within specified service level agreements (SLAs)
• Performance & Reporting:
• Achieve personal KPIs and contribute to departmental performance goals
• Work with client data, reports, and systems to ensure data accuracy, compliance, and quality monitoring
• Payment & Account Management:
• Support clients and trainers by processing payments accurately
• Manage account-related queries from onboarding to offboarding
• Session Booking & Gym Support:
• Assist clients and trainers in booking training sessions
• Help gyms maximize weekly session capacity
• Problem Resolution:
• Strive for first-contact resolution by leveraging supporting departments and resources
• Take ownership of complaints and follow the escalation process as needed
• Client Understanding & Service Enhancement:
• Identify clients' true needs to recommend the best solutions
• Provide additional advice and escalate cases when required to maximize service opportunities
• Knowledge & Learning:
• Maintain thorough knowledge of our products to guide prospects and clients accurately
• Support colleagues through knowledge sharing and continuous personal development
• Adaptability & Initiative:
• Show flexibility and a proactive approach to changes
• Use initiative to resolve issues and enhance client satisfaction
  
  

What We're Looking For:

• Exceptional communication and customer service skills
• Strong attention to detail and problem-solving abilities
• Ability to thrive in a fast-paced, dynamic environment
• A positive and proactive attitude with a commitment to continuous learning
  
  
  

Working Hours:

Core hours for this position are 9:00 AM to 5:30 PM. However, please note that there may be shift patterns ranging from 8:00 AM to 10:00 PM, depending on business needs. We expect candidates to demonstrate flexibility to support these varying shift patterns.

Join our dedicated team and play a vital role in delivering top-tier client support while growing your career in a supportive and dynamic environment.

Salary:

£25,000 - £26,000 per annum, dependant on experience.

Benefits

• Employee discounted products
• Company matching contribution pension up to a certain %
• 25 days holiday, plus bank holidays
• Employee Assistance Programme
• Salary sacrifice schemes, including cycle to work
• Referrals bonus incentive
• Weekly group training sessions at our U.P. Manchester gym based in Spinningfields
• 50% discount on 1-2-1 world-leading personal training sessions at the U.P. Manchester gym