Customer Success Advisor

At Bluecrest, we're on a mission to make high-quality, affordable health monitoring accessible to everyone. As we continue our journey towards becoming the UK's leading health intelligence company, we're looking for passionate people who want to make a real difference in the lives of our customers.

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.

Your Growth, Wellbeing & Rewards:

• Balance & Support: We help you find balance with annual leave that grows with your service, a supportive Company Sick Pay Scheme, and enhanced family leave to give you time when it matters most.
• Learning & Development: We invest in your growth with Apprenticeship Schemes, clear career pathways, our Bluecrest Academy for Aspiring Managers, and a dedicated Leadership Development Programme — all supported by a 24/7 Learning Library accessible to everyone.
• Financial & Lifestyle: We support your financial wellbeing and lifestyle with a salary-exchange pension, an Employee Charity Sponsorship Scheme, retail and leisure discounts, and a home-office allowance. You’ll also get Sophos @Home protection and access to our Employee Assistance Programme for everyday support.
• Health & Wellbeing: We prioritise your health and wellbeing with discounted gym membership, our Cycle to Work scheme, four free health assessments each year for you, your family or friends, plus 50% off additional health tests. You’ll also have the reassurance of life insurance as part of your package.

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.

Hours: Full time 37.5 hours per week, Monday – Sunday. These hours can fall between 7am-8pm. Rota – early, mids, lates and 1 in 4 weekend days. Must be able to attend the Worthing head office for the first day of training.

What you can bring to the team:

• 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.

Please note: All roles at Bluecrest Wellness will require a satisfactory criminal record check as part of our onboarding process.

Ready to Take the Next Step? If your skills, experience and enthusiasm could make a real impact here at Bluecrest, and you’re looking for a place where you can genuinely belong - we’d love to hear from you. Once we’ve reviewed your application, if it looks like a strong match, a member of our recruitment team will be in touch for an initial chat. It’s a chance for us to get to know you, and for you to ask anything you’d like about the role, the team, or life at Bluecrest. We’re excited to learn more about you.

Everyone is Welcome: We’re committed to treating everyone with dignity, respect and equality. Guided by diversity, equity and inclusion, we make decisions based on merit, role requirements and business needs. We value diverse perspectives and create an environment where everyone feels they belong and can thrive.

Other Info: Please note that this role is exempt from the provisions of Section 4(2) of the Rehabilitation of Offenders Act 1974 (Exceptions) (Amendment) Orders 1975 and 2001. As such, all convictions, cautions, and bind-overs—including those considered ‘spent’ must be disclosed as part of the application process. We kindly ask recruitment agencies not to contact us regarding this vacancy. We are committed to managing our recruitment directly. Any personal information you provide will be handled in accordance with our company’s Privacy Policy. Please be aware that we are currently unable to offer visa sponsorship for this position.