[Hiring] Customer Success Advisor @Bluecrest Wellness

Role Description

As a Customer Success Advisor, you'll play a key role in delivering an outstanding customer experience, acting as a trusted point of contact for prospective and existing customers across our B2B, B2C, and Strategic Partnership channels. Combining customer service, relationship building, and consultative sales, you'll support customers throughout their journey, helping them get the most value from our services while driving satisfaction, retention, and engagement.

What your day-to-day will look like:

• Customer Engagement:
  • Manage inbound and outbound customer interactions across multiple channels, including, but not limited to, phone, email, and digital.
  • Act as a single point of contact, taking ownership of customer journeys from initial enquiry through to post-service follow-up, inclusive.
  • Deliver a high quality, empathetic, and personalised experience in every interaction.
  • Resolve customer queries and complaints efficiently, ensuring positive outcomes and highlighting learnings where relevant.
• Proactive Customer Success:
  • Proactively engage customers to maximise utilisation of services (e.g. re-engagement, follow-ups, rebooks).
  • Identify customers at risk of disengagement and take action to improve retention.
  • Support customers in understanding their results, next steps, and onward pathways.
• Sales & Revenue Generation:
  • Identify and convert sales opportunities during inbound and outbound interactions.
  • Offer package tailoring with appropriate products and services based on customer needs.
  • Achieve relevant sales KPIs, conversion targets, and revenue goals.
• Performance & Quality:
  • Deliver against appropriate SLA’s including responsiveness, contact resolution, and customer satisfaction.
  • Achieve Quality Assurance targets across both sales and service interactions.
  • Adhere to relevant regulations and internal policies.
  • Maintain accurate records of all customer interactions.
• Continuous Improvement & Collaboration:
  • Share customer insights and feedback with wider teams to help improve products and services.
  • Collaborate cross-functionally with Teams including Customer Experience, Operations, and Corporate, to improve end-to-end customer journeys.
  • Actively participate in, and engage with, coaching sessions, training, and team initiatives.

This list of duties is not exhaustive, and the post holder may be required to undertake other reasonable duties comparable with the role as directed by management.

Qualifications

• Experience in a contact centre or customer-facing role (sales, service or blended).
• Strong ability to balance customer needs with commercial outcomes.
• Excellent communication and rapport-building skills.
• Customer-first mindset with a focus on long-term relationships.
• Confidence in handling both sales conversations and service recovery.
• Commercial awareness and results-driven.
• Ability to identify opportunities to personalise customer experiences.
• Resilient, adaptable, and comfortable in a fast-paced environment.
• Strong problem-solving skills with a proactive mindset.
• Ownership and accountability for outcomes.
• Curiosity and continuous improvement mindset.
• Organised with good attention to detail.
• Proficient in Microsoft Office and CRM systems.

Requirements

• Must be able to attend the Worthing head office for the first day of training.
• All roles at Bluecrest Wellness will require a satisfactory criminal record check as part of our onboarding process.

Benefits

• Annual leave that grows with your service.
• Supportive Company Sick Pay Scheme.
• Enhanced family leave.
• Apprenticeship Schemes and clear career pathways.
• Bluecrest Academy for Aspiring Managers.
• Dedicated Leadership Development Programme.
• 24/7 Learning Library accessible to everyone.
• Salary-exchange pension.
• Employee Charity Sponsorship Scheme.
• Retail and leisure discounts.
• Home-office allowance.
• Sophos @Home protection.
• Access to Employee Assistance Programme.
• Discounted gym membership.
• Cycle to Work scheme.
• Four free health assessments each year for you, your family or friends.
• 50% off additional health tests.
• Life insurance as part of your package.