CLIENT SUCCESS & CLINIC COORDINATOR New Milton & Mudeford, Christchurch | 28-40 Hours Per Week
ABOUT LIMITLESS
At Limitless Physiotherapy & Performance & Limitless Health Hub, we help people move better, feel better and perform better.
Across our physiotherapy clinics, we support people through injury recovery, long-term health improvement and performance enhancement, all with our expert Physio-led and guided approach.
We are ambitious, growing and committed to delivering an exceptional client experience at every stage of the journey.
As we continue to grow across New Milton and Christchurch, we are looking for an outstanding Client Success & Clinic Coordinator to become a key member of our team.
WHY THIS ROLE EXISTS
Limitless is entering an exciting phase of growth.
As our client base, team and services continue to expand, we are committed to ensuring every client receives an exceptional experience whilst enabling our clinicians and leadership team to focus on delivering outstanding care and driving future growth.
This role sits at the heart of the business and is responsible for helping create exceptional client experiences whilst supporting operational excellence and sustainable growth.
You will often be the first person our clients speak to and the person responsible for ensuring their experience is seamless, welcoming and professional from first enquiry through to long-term success.
THE ROLE
This is not a traditional administration role.
You will play a key role in:
- Client Experience
- Client Retention
- Referral Generation
- Review Generation
- Clinic Utilisation
- Membership Support
- Operational Excellence
This role directly impacts how people feel about Limitless and plays a vital role in helping our team deliver outstanding results.
WHAT SUCCESS LOOKS LIKE
Within 12 months you will:
- Be trusted to independently manage the day-to-day client experience across both sites
- Become the operational heartbeat of the business
- Support strong client retention and referral rates
- Help maintain healthy clinician utilisation
- Generate consistent 5-star reviews
- Ensure every client receives a world-class experience
- Enable the leadership team to focus on growth, strategy and service development
- Become a trusted and valued member of the wider team
YOU MIGHT BE PERFECT FOR THIS ROLE IF...
- You genuinely enjoy helping people
- You love talking to people and building relationships
- You are highly organised
- You notice details others miss
- You take ownership and solve problems
- You enjoy creating order and structure
- You remain calm under pressure
- You enjoy being busy and productive
- You take pride in delivering exceptional service
- You want to grow with an ambitious business
MAIN RESPONSIBILITIES
Client Communication
- Answer incoming calls
- Respond to emails
- Support WhatsApp communications
- Respond to new enquiries
- Book appointments and assessments
- Manage waiting lists
- Support trial bookings
Diary Management
- Manage reschedules
- Manage cancellations
- Optimise clinician diaries
- Support utilisation targets
- Identify white space opportunities
- Support follow-up booking processes
Client Success & Retention
- Welcome new clients
- Support onboarding journeys
- Follow up low attendance clients
- Send review requests
- Support referral initiatives
- Collect NPS feedback
- Support trialist journeys
- Support retention initiatives
Membership Support
- Membership administration
- Freeze requests
- Payment support
- General member support
- Trial management
Reporting & Administration
- Standard invoicing
- Insurance invoicing
- Reporting support
- Data entry
- KPI reporting preparation
- Database management
Facilities & Standards
- Daily site checks
- Stock management
- Consumables ordering
- Clinic presentation
- Gym presentation
- Maintaining exceptional standards
KEY PERFORMANCE INDICATORS
Client Experience
- NPS maintained above target
- Positive client feedback
- Consistent review generation
- Excellent client satisfaction
Responsiveness
- Calls answered promptly
- Emails responded to within agreed timescales
- New enquiries contacted quickly
Retention
- Low attendance actions completed
- Follow-up processes completed
- Trialist support completed
- Retention actions completed
Administration
- Invoices processed accurately
- Membership requests completed on time
- Reporting completed accurately
Operational Standards
- Facilities maintained
- Stock levels maintained
- Compliance tasks completed
WHAT WE LOOK FOR
We hire primarily for attitude, character and potential.
The ideal candidate will demonstrate:
Warmth
Build rapport naturally and genuinely care about people.
Ownership
Take responsibility and solve problems proactively.
Organisation
Manage multiple priorities effectively.
Communication
Communicate clearly, confidently and professionally.
Attention to Detail
Notice small things before they become big problems.
Coachability
Enjoy learning and implementing feedback.
Initiative
Look for ways to improve systems and client experience.
Energy
Bring positivity and enthusiasm to the team.
Technology Confidence
Comfortable learning and using software systems.
Cultural Alignment
Passionate about helping people and improving lives.
DESIRABLE EXPERIENCE
Experience in any of the following areas would be advantageous:
- Customer Service
- Hospitality
- Healthcare
- Reception
- Events
- Retail
- Fitness Industry
- Client Success Roles
Experience is helpful but not essential.
We are far more interested in finding the right person than the perfect CV.
HOURS & LOCATION
This role will support both of our locations:
- New Milton
- Mudeford, Christchurch
We are open to applications from candidates seeking between 30 and 40 hours per week.
The successful candidate will work across both sites, with the exact working pattern agreed based on business requirements and individual circumstances.
SALARY
£25,500-26,500 Full-Time Equivalent
Salary will be adjusted on a pro-rata basis where applicable.
GROWTH OPPORTUNITY
This role offers significant opportunity for personal and professional development.
As Limitless continues to grow, there will be opportunities to take on additional responsibilities and develop within the business.
We are looking for someone who wants to grow with us over the coming years.
APPLICATION PROCESS
Please submit:
1. CV (Maximum 2 Pages)
2. A 1–2 Minute Video
Please answer in the video.
- Why would you be a great fit for this role?
- What does exceptional customer service mean to you?
- Tell us about a time you went above and beyond for somebody.
Applications without a video submission will not be considered. The video can be submitted to us via email or you can request a mobile number to send this too via whatsapp.
Expected start date: August / September 2026 (flexible for the right candidate).
Recruitment Process
Applications open: Wednesday 3rd June 2026
Application deadline: Tuesday 30th June 2026
We will begin reviewing applications following the closing date.
Candidates shortlisted for the next stage of the recruitment process will be contacted from this date onwards.
Due to the anticipated volume of applications, we may not be able to respond individually to every applicant.
Thank you for your interest in joining the Limitless team.
Pay: £25,500.00-£26,500.00 per year
Benefits:
- Company pension
- On-site gym
Work Location: In person
