Client Services Manager

Nuffield Health
England, London
£25000 - £27000 per annum + gym & healthcare
Closing date
8 Jul 2021

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Financial & Support jobs, Customer Service
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Job Details

Client Services Manager - London - Up to £27,000 depending on experience

Nuffield Health is Britain's largest not-for-profit healthcare organisation. Join us as a Client Services Manager in one of our Corporate onsite Fitness & Wellbeing Campuses and play your part in building a healthier nation.

The role of the Client Services Manager will be to lead the front of house team to deliver an exception client facing member journey. Meeting and greeting all of our members, ensuring the smooth running of the reception will be your top priority. Exceptional customer service skills are essential in this role.

You will lead the Client Services team to deal with membership enquiries, appointments and bookings with the highest standard of attention to detail and customer focus. You will support with queries relating to our onsite Fitness Centres, Physiotherapy Clinics and offsite Medical Centre, whilst creating a professional first impression.

This role will require you to work across two London sites, within Canary Wharf. Working hours are Monday to Friday between 5:30am - 9.30pm.

Responsibilities include:

  • Managing a team of five Client Services Advisors.

  • Ensuring service consistency across a dual site medium size team within a corporate site.

  • Financial report management.

  • Management of the membership system ensuring that all membership enquiries are processed and dealt with effectively.

  • Lead the Client Services Team to ensure customer service levels exceed expectations.

  • Ensure the Team form an integral part of the 'Customer Journey' and strive to continually review and improve where possible.

  • Administrative tasks including management of team rotas, medical records, diaries, trackers and payments.

  • Management of diaries and member appointments for all departments in the Fitness Centres.

  • Strong communication skills with members and employees both face to face, by telephone and written correspondence.

  • To keep client services hand books / NOPs up to date.

  • Lead team meetings.

  • As part of the onsite team you will be expected to work closely with all departments and team members to ensure consistency and professional delivery of services as a team. This includes supporting the planning and/or delivering events including but not limited to, restaurant promotions and Health and Well-being events.

Skills/Experience required:

  • Two to three years of leadership / management experience.

  • Experience of report writing through Microsoft excel.

  • Experience of working in customer facing roles.

  • Experience in a customer service focused environment.

  • Outstanding communication and customer service skills.

  • Approachable, personable and able to adapt to different situations, always keen to delight customers and improve their experience.

  • A team player with exceptional planning and organisation skills with the ability to multi task.

  • Excellent attention to detail.

  • Ability to work in a pressurised environment.

  • Flexible and 'can do' attitude.

  • Excellent customer service skills.

  • Excellent IT skills, with proven skills in Microsoft Excel, PowerPoint and Word.

  • Degree desirable but not essential.

The benefits

In return, we offer a working environment that will help you grow your skills and experience and get the best out of life. Other benefits include 25 days' annual holiday (increasing with service), gym membership, private healthcare and a range of lifestyle and financial wellbeing benefits.

Be your best and join us in building a healthier nation.

Salary - Up to £27,000 depending on experience

Location- London

Hours - Full-time, 40 hours per week

Applications will be considered as they are received and interviews will be arranged accordingly. We reserve the right to close adverts early, for example, where we have received an unprecedented high volume of applications. Therefore please apply early to ensure you are considered for the post.


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Nuffield Health
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