Client Engagement & Operations Assistant
Who Are We?
We are a fast-growing marketing training and full-service marketing agency with offices in Hartlepool (UK) and Celebration, Orlando (USA). Our global client base includes healthcare businesses across the UK, USA, Canada, and Australia, whom we support in building and scaling successful practices.
Our founder, Paul Gough, is a 4x Amazon Best-Selling Author, Instagram Verified Influencer, and former professional football Physical Therapist. After building his own highly successful physiotherapy business from scratch, Paul now shares his expertise in marketing and business growth with practice owners worldwide.
We are a fast-paced, high-performance team that prides itself on world-class service, operational excellence, and delivering measurable results for our clients.
And now, we’re looking for someone exceptional to join us.
The Role
This is not a “sit back and wait for instructions” admin role.
You will play a key role in ensuring:
- Clients receive exceptional communication and support
- Deliverables are met on time, every time
- Subscriptions and payments are tracked accurately
- Recruitment coordination runs smoothly
- Internal teams stay aligned and accountable
What You'll Do
Client Engagement & Communication
- Ensure all client emails and messages are responded to within 24 hours
- Welcome new clients into the business and support onboarding
- Proactively reach out to clients for feedback, check-ins, and follow-ups
- Ensure a world-class client experience across all programs
Deliverables & Accountability
- Track client deliverables across teams and ensure deadlines are met
- Conduct weekly and monthly audits of memberships and subscriptions
- Ensure subscription payments are processed and up to date
- Flag risks early and propose solutions before they become problems
Operations & Recruitment Coordination
- Coordinate recruitment processes (job postings, interview scheduling, candidate communication)
- Support onboarding of new team members
- Maintain accurate CRM records and internal systems
- Assist with calendar management and cross-team coordination (UK & US offices)
Business Support
- Monitor performance standards and ensure operational consistency
- Identify gaps in processes and recommend improvements
- Provide weekly updates and insights to leadership
- All client communication responded to within 24 hours
- 100% of client deliverables tracked and completed on time
- 98% monthly client retention across programs
- Subscription payments monitored and up to date
- Recruitment coordination executed efficiently and professionally
- Proactive risks identified and solutions presented weekly
Highly Organised - You thrive on structure, lists, systems, and accountability. Nothing slips through your fingers.
Takes Initiative - You don’t wait to be told. You see it, you solve it.
Detail-Oriented - You notice the small things, because the small things matter.
Confident Communicator - Comfortable speaking to clients, following up, asking questions, and leading conversations professionally.
Tech Savvy - Confident using CRM systems, email platforms, spreadsheets, project management tools, and learning new software quickly.
Experienced (Desirable) - Background in customer support, operations, administration, or coordination roles preferred.
Why Join Us?
- Work in our vibrant Hartlepool office as part of a dynamic, fast-paced team.
- Collaborate with colleagues across our UK and US offices, with opportunities to travel to America.
- Play a key role in driving the company’s success and growth.
- Benefit from opportunities for professional development and career advancement.
- Competitive salary and the chance to make a tangible impact on the business.
Location: Hartlepool, UK
In Office: Full-time, 10:30-18:30, Monday-Friday
Compensation: £24,000-£26,000
If this sounds like the perfect fit for you and you’re thinking, “That’s me!” then hit apply and start your journey with us today! Let’s achieve great things together, on both sides of the Atlantic! 🚀