Customer Service Specialist

At Ashley & Martin, we've been helping people regain confidence through proven hair growth solutions for over 60 years. Our patients trust us with something deeply personal - and that trust, when managed well, drives both life-changing outcomes and strong commercial performance.

We are looking for someone who understands that service and sales are not separate - they are connected.

This role suits a commercially minded Customer Service Specialist who enjoys building relationships, influencing outcomes, and taking accountability for results - while maintaining strong operational discipline.

This is a full-time role working 76 hours per fortnight (Monday to Friday) in our Christchurch Clinic.

Job Description About the Role

This position combines sales, structured clinic administration and patient servicing, with a strong focus on subsequent enrolment conversations and retention performance.

Your core focus will be:

Managing existing patients throughout their treatment journey

Conducting check-ups and progress photo reviews

Proactively facilitating subsequent treatment enrolments

Driving patient retention and follow-up outcomes

Contributing directly to clinic revenue performance

This is not a passive servicing role. You are accountable for engagement, follow-through and influencing continuation decisions. Your ability to build trust and confidently guide commercial conversations will directly impact clinic performance and your own progression over time.

What You'll Be Responsible For

• Build strong, long-term patient relationships
• Monitor progress and confidently discuss next-stage treatment plans
• Proactively follow up to secure re-enrolments
• Take ownership of retention and conversion outcomes
• Maintain high patient satisfaction while driving commercial results

Clinic Operations & Administration

• Manage CRM, patient records and documentation accurately
• Process payments and reconcile daily takings
• Coordinate appointments and reception enquiries
• Ensure compliance with internal processes and confidentiality standards
• Manage stock and day-to-day clinic operations

Strong administration underpins strong sales performance. Attention to detail matters.

Performance & Accountability

• Take ownership of follow-up metrics and enrolment outcomes
• Contribute to total clinic performance, not just individual tasks
• Work closely with the clinic team and GPs to optimise patient journeys

Desired Skills and Experience Why This Role Stands Out

• You influence revenue, not just service experience
• Incentives are linked to performance
• Clear progression pathway
• Stable, established brand with long-term opportunity
• Supportive team with structured development

This is ideal for someone who enjoys achieving targets but prefers relationship-based selling over high-pressure tactics.

What We're Looking For

• Strong customer-facing experience (retail, health, hospitality, consultative sales or admin)
• Experience in a sales environment
• Confidence discussing outcomes, value and next steps
• Natural ability to build rapport and guide decisions
• Comfort being measured on follow-up and enrolment performance
• Strong organisational and systems capability
• A growth mindset and interest in long-term progression

Previous sales experience is highly regarded. Experience converting existing customers or upselling within a service environment will be viewed favourably.

What We Offer

• Clinic success incentives
• Structured onboarding and ongoing commercial training
• Clear progression pathways
• Additional paid wellness days
• Long-term career stability within a 60+ year brand

If you are commercially driven, relationship-focused and ready to take ownership of both patient outcomes and performance - we'd welcome your application