COMPANY OVERVIEW

ClubWise Software Ltd is a market leader in the UK and Australia and is used by over 1000 customers worldwide. It integrates Club Management Software, Direct Debit Collection Services, Marketing, Referral Management and Retention Services, in a single, cloud-based solution, delivering tangible benefits to the Fitness and Leisure Industry.

REQUIRED SKILLS

• Experienced and confident in a customer facing role service role.
• Excellent customer service and conflict resolution skills.
• Excellent communication skills, both verbal and written.
• Excellent client management skills.
• Computer literacy and familiarity with basic website and email technologies.
• Excellent presentation skills, including face to face and classroom-based training
• Excellent organisational, time management and prioritisation skills.
• A self-starter, able to take on responsibility and ownership of tasks and issues.
• Thrive on delivering and excellent customer experience at all times.
• Good reasoning, listening skills and common sense to extract key points quickly.
• A fast learner who can quickly become a ClubWise expert.
• Enjoys problem solving.
• A methodical approach to incident management.
• Ability to work under pressure whilst remaining professional at all times.

DESIRABLE SKILLS

• Experience in gym or health club management or in the leisure Industry
• Experience of using club management software in a health club environment.
• Previous Help Desk, Application Support and/or IT support experience.
• Experience working in an FCA regulated environment or understanding of the principles of compliance in a payment services organisation

REPORTING STRUCTURE FOR THE ROLE

This Role reports to the Customer Success Manager.

SUMMARY OF THE ROLE

As a Customer Success Consultant:
You will be required to deliver exceptional first-line customer support to all ClubWise customers in the UK, taking inbound calls, logging tickets, and resolving issues with professionalism and efficiency. This may include making outbound calls, addressing customer concerns with a focus on conflict resolution, or redirecting enquiries to the appropriate team to ensure a smooth, effective resolution process.
You will provide remote, classroom and onsite training assistance to help customers maximize the benefits offered by the ClubWise system.
You will be responsible for identifying the training needs of our customers, identifying knowledge gaps and helping them to maximize the use of ClubWise in support of their business.
You will ensure all new customers have completed all necessary forms, contracts and other agreements as part of their onboarding process and in accordance with company procedures to comply with FCA regulations
You are responsible for accurately capturing the customer’s requirements in order to ensure the clubs software setup is completed in accordance with the customer’s specifications.
You are responsible for the preparation and maintenance of up to date training materials and online learning systems.
You are responsible for ensuring that any required merchant applications have been facilitated during club set up.
You will work with other ClubWise departments to resolve any bottle necks in the club set up process, enabling a seamless onboarding that provides an excellent customer experience.
You will collect, measure and monitor all customer feedback to continuously adapt and improve our implementation and training programs.
You will be responsible for conducting in-house training as necessary to show staff how to use new features and modules being released.

HOURS OF WORK FOR THE ROLE

This is a full time position of 40 hours per week
Monday – Friday 9am to 5:30pm – with a 30min lunch break.