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CLIENT EXPERIENCE LEAD

At BLK BOX, one of our core values is client obsession and therefore the client experience is at the core of everything we do. For us, being client obsessed isn’t just about providing high quality products and great customer service, it’s about understanding our clients and helping them bring their vision to life. That’s why everyone from the factory floor to the office door works obsessively to deliver unrivalled products and experiences to our clients. In this role, you will provide tailored solutions on a case-by-case basis, so ownership of the client journey and the ability to use initiative is a must. Ultimately, we are looking for a new team member who is energetic, enthusiastic and dedicated to going above and beyond every single time to ensure the experience BLK BOX clients receive is unparalleled. If you have a genuine appreciation for the impact of world class customer service, and the desire to deliver at an industry-best standard, check out the winning criteria below:

Important Information
Date Posted: 11th November 2021
Closing Date: 26th November 2021
Industry: Sport /Fitness
Job Type: Full time
Salary: From £21,000.00 to £25,000.00

About the role

What you’ll be doing:  

  • Overseeing, leading and coaching the Customer Services team to be 1% better every day and improving our client experience globally.
  • Managing the helpdesk system where client requests will come from multiple channels such as email, phone, website, social media etc. 
  • Resolving escalated and complex client issues.
  • Reporting KPI’s and analysing metrics to measure the level of customer service being provided, with the aim of continuously improving the client experience at BLK BOX.
  • Ensuring there is a high level of responsiveness to clients’ needs at all times.
  • Increasing client satisfaction and building loyalty through providing amazing and personal client support.
  • Monitoring and adjusting processes in alignment with client feedback.  
  • Driving changes to continuously enhance client journeys and improve their overall satisfaction at every touch point.
  • Developing your knowledge of BLK BOX, products, and the overall market, to provide authoritative advice and insight to both clients and colleagues.
  • Continually liaising with other departments to resolve any issues that arise.

What we look for:

  • The ability to lead from the front, motivate and demonstrate our brand values.
  • A solution orientated approach with a resilient mindset. 
  • Adaptability, no two days are the same in BLK BOX and often we have to step out of our roles to get the job done. 
  • Strong team mentality. At BLK BOX, we win or learn as a team, always.
  • Passion for self-learning and personal development.
  • Natural empathy, with the ability to see things from different perspectives to ensure that difficult situations can result in positive outcomes.
  • A ‘can do’ thinking outlook, meaning you’re always keen to excel and progress with the company.
  • Ability to work in high pressure, deadline driven situations.
  • Passion for the fitness industry and the success of BLK BOX.

What BLK BOX can offer you:

We are a dynamic, forward-thinking company leading the industry in fitness equipment manufacturing. Every day you will be surrounded by like- minded individuals who are all on the mission of inspiring and improving the worlds athletes. We have a high-performance culture which fosters teamwork and accountability, plus you get some pretty cook perks at BLK BOX as well:

  • Free access to our fully functioning showroom gym.
  • Free on-site parking.
  • Enjoy your birthday off each year!
  • Unlimited amounts of premium coffee from a local roaster.
  • Fresh fruit available.
  • Discount on equipment, apparel and accessories.  
  • Free access to professional development books and educational resources.
  • Quarterly team days, with activities and team lunches.
  • Health Care cash plan with physical and mental wellbeing support resources.
  • Fantastic training opportunities and long-term career progression.
  • Annual rewards and recognition are provided for superior performance.
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What you will need

Required criteria

  • Minimum 2 years' experience of working and leading within a customer service environment.
  • Strong awareness of daily operations of departments, such as Sales, Finance and/or Logistics.
  • Strong understanding that the client journey should not be process-focused, but a flexible approach to resolving all issues and queries.
  • Awareness and understanding of the variation between e-commerce and project-based client experiences, expectations, and needs.
  • Positive energy and the ability to build rapport through all forms of communication i.e., telephone, email, face to face meetings etc.
  • The willingness and motivation to go above and beyond for our clients.

Desired criteria

    Professional skills you’ll need for this job opportunity

    Dispute Resolution

    Dispute Resolution

    Establishing Rapport With Clients

    Establishing Rapport With Clients

    Motivating

    Motivating

    Telephone handling

    Telephone handling

    Time Management/Organisational skills

    Time Management/Organisational skills

    Decision Making

    Decision Making

    Coaching

    Coaching

    Teamwork

    Teamwork

    BLK BOX

    We are on a clear mission. ​ We want to be the best fitness equipment company in the world.​ What does that mean? Well, to us ‘best’ means that we design, manufacture and deliver the best equipment in the world, with the best service and experience for our clients. ​ Every day, we are demanding a better future for ourselves, our athletes, and our communities.

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    Since 2012, our premise has been simple: to improve athletes performance. We’ve gone from a garage set up to doing business on a global front from our iconic Titanic Quarter HQ and then expanding further to our 140,000 square foot HQ just outside of Belfast. The new headquarters consolidates our offices, R&D, manufacturing and distribution into one location.

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    EQUIPMENT BUILT FOR ATHLETES BY ATHLETES. We are a dynamic, forward-thinking company leading the industry in fitness equipment manufacturing. We are a team of like-minded individuals who are all on the mission of inspiring and improving the worlds athletes. We attract, develop and retain the best team members, with a passion for what we do to help us achieve our goals. Our ever-growing team are more than engineers and sales people - we are pioneers of change. We aren't concerned with just making good products and providing good customer service. The BLK BOX team are industry experts with extensive experience.

    Our benefits

    • Free access to our fully functioning showroom gym. • Free on-site parking. • Enjoy your birthday off each year. • Unlimited amounts of premium coffee from a local roaster. • Fresh fruit available. • Discount on equipment, apparel and accessories. • Free access to professional development books and educational resources. • Quarterly team days, with activities and team lunches. • Health Care cash plan with physical and mental wellbeing support resources. • Fantastic training opportunities and long-term career progression. • Annual rewards and recognition are provided for superior performance.

    Vacation/Paid Time Off

    Performance Bonuses

    Retirement Plan and/or Pension

    Office Perks

    Employee Development Programs

    Employee Discounts

    Gym Membership or Wellness Programs

    Opportunity to Travel

    Pet friendly offices

    Casual dress

    Free Parking

    Free Work laptop

    Referral bonus

    Open office

    Competitive Salary

    Discount in Gift Shop

    CLIENT EXPERIENCE LEAD

    We are on a clear mission. ​ We want to be the best fitness equipment company in the world.​ What does that mean? Well, to us ‘best’ means that we design, manufacture and deliver the best equipment in the world, with the best service and experience for our clients. ​ Every day, we are demanding a better future for ourselves, our athletes, and our communities.