Client Services Manager Full Time

Client Services Manager

UBS Fitness@5 | Full Time | Permanent | 40 hours per week
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.

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.

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

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

Key Employee Benefits:

• Continuing professional and career development; generous holiday and leave arrangements.
• Flexible pension options
• Life assurance and healthcare schemes
• Health Assessments (after a qualifying period)
• Free membership for you and heavily subsidised membership for family at our Nuffield Health, Fitness and Wellbeing Centres
• Cycle to work scheme
• Childcare vouchers
• Employee Assistance Programme for professional advice and counselling – legal, financial, etc.
• Employee discounts on a wide range of products and services.
• Nuffield Health is committed to equal opportunities in the recruitment, training and development of our employees.

We have a duty to apply to the Disclosure and Barring Service (DBS) for disclosure on successful candidates.

Why Nuffield Health?

As the UK’s leading healthcare social enterprise, every penny we make is reinvested in our resources. It means that together, we can do the right thing for our patients, clients and employees.

At Nuffield Health, we help people live life to the full – not only our clients, but our employees too. With our support, training, generous benefits package and respect for balance, you too can make the most of everything in life.

This is an exciting time for us and it could be for you too. Our vision is to transform healthcare in the UK by bringing together assessment, treatment and prevention services to provide integrated healthcare – health as it should be.

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what’s important to you.

Join Nuffield Health and create the future you want, today.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it’s a good idea to apply right away to ensure you’re considered for this role.

It starts with you.

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