Client Engagement Specialist, at Clubmate, Remote – UK
£21-25k per annum + company performance bonuses.
Clubmate is the go-to fishery management platform trusted by 100,000+ anglers and 2500+ fishery managers, committee members and bailiffs. We help remove unnecessary paperwork, increase revenue and give back spare time with our simple-to-use, cloud-based system designed specifically for fishing clubs and fisheries
We are growing rapidly as we offer more clubs and fisheries the opportunity to modernise their methods, working with some of the largest clients in the UK. In addition to this, we are fast establishing Clubmate as a leading authority in the angling space and, because of this, we are looking for a talented, driven and creative Customer Engagement Specialist who shares our passion for the sport of Angling to join our expanding Clubmate team.
ROLE OVERVIEW
This role will be varied! A big part of your day to day will be on the first line of customer support, handling incoming client queries via email, online chat and phone. You will spot trends, upgrade opportunities and provide feedback to our product team where necessary.
You’ll also be updating and maintaining our support articles, proactively check-in with clients, create & present fishery focussed seminars and help deliver an excellent experience for our clients and the industry. We’re growing fast, so there’s lots of opportunity to learn, grow and develop your career in angling.
Key responsibilities will include but not be limited to:
- Be the first line customer support for our clients
- Update and maintain our library of Help Centre articles to maximise self-help support
- Assist and take the lead on creating & presenting fishery resources, i.e remote seminars, pre-recorded webinars, training videos & blog posts
- Proactively check in with clients to strengthen relationships, identify upsell opportunities and broaden product adoption
- Work collaboratively with our marketing, product, sales and addon’s teams to provide an excellent client experience
- Provide cover to the onboarding team as required
- Keep detailed records of client’s feedback to inform product development.
- Maintain an up to date understanding of clubs, fisheries and the angling trade
- Represent Team Clubmate as a brand ambassador within your own angling and via social media
Requirements
- Passionate: a drive to improve angling is at the core of everything we do
- A great communicator: you’re great at connecting with people and building rapport.
- Determined: you are driven to solve problems well, empathise with customers, aiming to not only satisfy but exceed their expectations
- Goal-oriented: You thrive on hitting goals, and have a proven track record of performance.
- Experienced: You will have a minimum of 1 years experience in a remote customer service role
- A team player: You want to perform exceptionally well individually, while being willing to support the team where necessary
- Adaptable: No two days or clients are the same. Be willing to be agile and adapt quickly, ready to face any challenges
- Knowledge: Experience of angling, in either a voluntary or paid capacity is essential
- Comfortable with technology: We are a software platform, so you’ll need to be comfortable with technology and pick it up easily. Experience using tools such as Intercom, WordPress and Hubspot is desirable, but not essential
PLEASE NOTE – whilst this role is remote based, you should be able to visit our Head Office in Essex for company wide meetings, or as the business requires.
For us to consider your application, please include a cover letter and answer the following questions:
- Why are you choosing us? What motivates you to want to work for Clubmate, specifically as a Client Engagement Specialist?
- Why should we choose you? What relevant experience do you have and how do you think this makes you a great fit for the role?
- In your own words, briefly explain how you think Clubmate benefits angling and any ideas you may have about how we might continue to do so in the future