Client Services Manager

at  Nuffield Health

UP TO £30,000 DEPENDING ON SKILLS AND EXPERIENCE

Nuffield Health, one of the UK’s leading healthcare organisations, is currently seeking a full time Client Services Manager to be based at one of our corporate sites in the City of London.
As the Client Services Manager you will be fully responsible for ensuring all members, guests and prospective members receive an exceptional level of customer service and their first impression is one of efficiency and professionalism. In addition, you will lead and engage your team of client services advisors in achieving their key performance indicators.

SKILLS/EXPERIENCE REQUIRED:

• A focused, dynamic, solutions oriented individual with an operational mind set and a passion to deliver 5 star customer service
• Confident to use Word and Excel packages. Gym Manager is desirable
• Excellent written and verbal communication skills with a clear and positive telephone manner
• Strong personnel skills to motivate and create a positive, service led working environment
• Ability to engage confidently in a positive manner with a wide range of people
• Examples of providing exemplary customer care and to have attention to detail in all areas of work and the ability to prioritise tasks
• Ability to work as a team leader and with own initiative to deliver exceptional service and client standards and lead others to do so
• To promote effective communication within the team and throughout the Club and actively seek to assist colleagues and other departments
• Management of absenteeism, lateness and other HR processes

RESPONSIBILITIES INCLUDE:

• Management and leadership of the Client Services team
• On-going development of the Client Services team including performance excellence reviews and task assignment
• Work closely with the Assistant Programme Director to drive sales through targeted client wellbeing events
• Management of the Value Flex membership process, including joiners, leavers and changes to employee membership
• Seek opportunities within the building to increase membership numbers and revenue
• Responsible for engaging the Client Services team to consistently hit monthly new joiner and retention targets
• Delivery of client and Nuffield Health Service standards to members, guests and prospective members at all times
• Develop positive and professional relationships with members to increase retention and to ensure a positive experience of the facility
• Work with the onsite leadership team to develop and measure effectiveness of the marketing campaigns to promote the Fitness and Wellbeing Centre to drive membership sales
• Management of member complaints, queries and feedback in a pragmatic manner to ensure a positive resolution
• Ensure smooth running of all membership administration processes in line with Nuffield Health polices and site level SOPs
• Oversee the management of the Technogym My Wellness system alongside the Fitness Manager
• Ensure the brand standards of the Client and Nuffield Health are maintained at all times.

NUFFIELD CORE COMPETENCIES AND BEHAVIORS RELEVANT TO THIS ROLE:

• To show an understanding of and consistently demonstrate customer service that meets and frequently exceeds expectations
• A role model who demonstrates the service standards in all aspects of their job role
• An effective communicator who can inspire and motivate their team and develop them professionally and personally
• A team and pro-active individual with a ‘can do’ attitude with a passion to always exceed client and Nuffield Health service expectations