Customer Service Specialist

Position: Full-time, on-siteReporting to: Centre Manager / Client Services ManagerAbout Sea RecoverySea Recovery is a premium private residential recovery and wellness retreat located in Sotogrande, Spain, providing highly personalised programmes for international clients seeking support with addiction recovery, burnout, emotional difficulties and other personal challenges.
Our clients expect exceptional hospitality, complete discretion, individual attention and a calm, supportive environment throughout their stay.
We are looking for an exceptional Customer Services Specialist who understands that outstanding service goes far beyond simply responding to requests.
This is not a conventional hotel reception or customer service position.
Our clients often arrive during particularly sensitive periods in their lives.
They require understanding, patience, professionalism, emotional intelligence and a consistently high standard of personalised attention.
The successful candidate will play a central role in ensuring that every client enjoys a seamless, comfortable and carefully coordinated experience throughout their stay at Sea Recovery.
The ideal candidate combines the service standards of a five-star luxury hotel or private residence with the emotional maturity, discretion and sensitivity required in a recovery-focused environment.
THE ROLEAs a Customer Services Specialist, you will be one of the main points of contact for our residential clients, ensuring their daily needs, preferences and requests are handled efficiently, professionally and with genuine care.
You will work closely with the Centre Manager, therapists, support workers, hospitality staff and external service providers to ensure that every aspect of the client's residential experience runs smoothly.
Your role is to anticipate needs, coordinate services, resolve problems and maintain consistently exceptional standards of hospitality.
You should be someone who notices the small details, takes initiative and ensures that clients never need to repeatedly ask for something that should already have been arranged.

KEY RESPONSIBILITIES
1.
Client Experience & Personalised ServiceDeliver exceptional, personalised customer service to every client throughout their stay.
Act as a reliable and approachable point of contact for clients regarding their daily needs, preferences and non-clinical requests.
Build professional, trusting relationships with clients while maintaining appropriate personal and professional boundaries.
Anticipate client needs and proactively offer solutions before problems arise.
Ensure clients feel welcomed, respected, comfortable and individually cared for.
Respond promptly, politely and effectively to client requests, questions and concerns.
Maintain a calm, positive and reassuring manner, particularly when clients are experiencing emotional difficulties or frustration.
Handle complaints and challenging situations with professionalism, empathy and discretion.
Follow up on client requests to ensure they have been completed satisfactorily.
Regularly gather informal client feedback and communicate opportunities for improvement to management.
Our expectation: Clients should feel that their comfort and wellbeing are genuinely important and that every reasonable request receives appropriate attention.2.
Daily Client Scheduling & Programme CoordinationAssist with the organisation and smooth execution of clients' daily schedules, including:Individual and group therapy appointments.
External medical and professional appointments.
Personal training and fitness sessions.
Yoga, meditation and breathwork.
Massage, bodywork and wellness treatments.
Recreational activities and excursions.
Personal shopping and other approved lifestyle requests.
Transportation and logistical arrangements.
Specific responsibilities include:Ensure clients receive accurate and timely information about their daily schedules.
Coordinate with therapists, support workers, drivers and external practitioners to confirm appointments and arrangements.
Monitor schedules throughout the day and identify potential delays or conflicts.
Communicate schedule changes promptly and clearly to clients and relevant team members.
Ensure clients are ready for appointments and activities at the appropriate times.
Coordinate transport and accompanying staff for approved activities outside the centre.
Escalate scheduling difficulties or conflicting requests to the responsible manager.
Important: All scheduling must respect the client's agreed recovery programme and the instructions of the relevant professionals.
The Customer Services Specialist must not independently cancel, replace or modify therapeutic or medical appointments without appropriate authorisation.3.
Client Arrivals, Orientation & DeparturesAssist with preparations for new client arrivals.
Ensure rooms and accommodation are ready according to Sea Recovery's standards.
Coordinate welcome arrangements, refreshments and any approved personal preference