CUSTOMER SERVICES SPECIALIST

Sea Recovery – Sotogrande, Spain

Location: Sotogrande / San Roque, Cádiz, Spain

Position: Full-time, on-site

Reporting to: Centre Manager / Client Services Manager

About Sea Recovery

Sea 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 idóneo 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 ROLE

As 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 Service

- Deliver 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 Coordination

Assist 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 & Departures

- Assist 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 preferences.
- Welcome clients warmly and professionally upon arrival.
- Assist with orientation, explaining the centre’s facilities, daily routines, services and relevant house rules.
- Ensure clients understand whom to contact for different types of assistance.
- Help clients settle comfortably into their new environment.
- Coordinate luggage, transport and other practical arrangements.
- Assist with departure preparations, including transport, luggage and personal belongings.
- Ensure that arrivals and departures are handled smoothly, respectfully and discreetly.





4. Luxury Hospitality & Accommodation Standards

- Monitor the presentation, cleanliness and comfort of client rooms and communal areas.
- Identify housekeeping, maintenance or accommodation issues and communicate them promptly to the responsible departments.
- Follow up to ensure reported issues are resolved.
- Coordinate client requests relating to housekeeping, laundry, room amenities and personal comfort.
- Ensure that agreed client preferences are communicated to relevant staff.
- Maintain high standards of presentation and organisation in client-facing areas.
- Assist with special arrangements, celebrations and personalised hospitality touches when appropriate.
- Support the consistent delivery of five-star hospitality standards throughout the property.

The Customer Services Specialist is expected to take personal responsibility for following up on service issues rather than simply passing requests to another department.

5. Food, Beverage & Dietary Coordination

- Communicate clients’ food preferences and approved dietary requirements to chefs and relevant staff.
- Ensure allergies, intolerances and dietary restrictions are accurately recorded and communicated.
- Coordinate meal times with clients’ daily schedules.
- Assist with individual meal requests and special arrangements.
- Monitor client satisfaction with food quality, variety, presentation and service.
- Communicate feedback and concerns to the kitchen team and management.
- Ensure any changes affecting clinically prescribed or professionally recommended dietary arrangements are referred to the appropriate professional.

6. Activities, Excursions & Lifestyle Services

- Assist with organising recreational activities, wellness experiences and approved excursions.
- Coordinate bookings, reservations, transport and practical arrangements.
- Communicate activity details and schedules to clients and relevant staff.
- Ensure activities are organised according to the centre’s established procedures.
- Coordinate with designated support workers to ensure clients receive the required supervision during activities outside the centre.
- Confirm that appropriate staff coverage, permissions and safety arrangements are in place before any outing.
- Respond professionally to requests that cannot be accommodated due to programme requirements or centre policies.

Important: Clients must not leave the centre without the supervision required under their individual agreements and Sea Recovery’s established procedures.

The Customer Services Specialist must never independently authorise unsupervised departures or exceptions to these requirements.

Any request to leave the centre outside the agreed arrangements must be immediately referred to the responsible manager in accordance with the client’s contract and internal procedures.

7. Communication & Team Coordination

- Maintain clear, accurate and professional communication with all relevant departments.
- Work closely with the Centre Manager, Client Services Manager, therapists, support workers, chefs, housekeeping, maintenance and external service providers.
- Attend daily briefings and communicate relevant operational information.
- Ensure client requests are properly recorded, assigned and followed up.
- Keep relevant team members informed of schedule changes, preferences and operational issues.
- Provide accurate handovers between shifts.
- Escalate unresolved problems promptly rather than allowing them to accumulate.
- Contribute to a collaborative working environment focused on delivering the best possible client experience.

8. Recovery-Sensitive Communication & Professional Boundaries

Sea Recovery is a highly specialised residential environment.

Our clients may experience emotional distress, anxiety, frustration, vulnerability or difficulties adjusting to a structured programme.

The Customer Services Specialist must:

- Demonstrate patience, empathy and emotional intelligence.
- Communicate calmly and respectfully, including during challenging interactions.
- Avoid arguments, confrontation or emotionally reactive responses.
- Maintain clear and consistent professional boundaries.
- Respect each client’s dignity, privacy and individual circumstances.
- Understand that exceptional hospitality does not mean agreeing to every request.
- Support the centre’s established rules and programme structure.
- Recognise situations requiring intervention by therapists, healthcare professionals or management.
- Escalate concerns relating to client safety, behaviour or emotional wellbeing through the appropriate channels.
- Never provide clinical advice, psychological counselling, medical recommendations or interpretations of a client’s condition.

The position is strictly focused on hospitality, customer service and operational coordination.

9. Confidentiality & Discretion

- Maintain strict confidentiality regarding all client information.
- Protect clients’ identities, personal circumstances and privacy.
- Never discuss clients or their situations with unauthorised individuals.
- Handle sensitive information according to company policies and applicable data protection requirements.
- Maintain professional discretion when communicating with external providers.
- Respect restrictions relating to photography,



social media and the disclosure of client information.
- Demonstrate the highest standards of integrity and professional conduct.

Confidentiality is an essential requirement of employment at Sea Recovery.

10. Administrative Responsibilities & Service Reporting

- Maintain accurate records of client requests, preferences and service arrangements.
- Update relevant scheduling and operational systems.
- Prepare clear handover notes for colleagues and management.
- Assist with appointment confirmations, bookings and reservations.
- Record client feedback, complaints and service-related incidents according to internal procedures.
- Follow up on outstanding requests and unresolved issues.
- Assist with the implementation of customer service procedures and operational standards.
- Suggest practical improvements to enhance efficiency and client satisfaction.

WHO WE ARE LOOKING FOR

We are seeking a highly professional, service-oriented individual with excellent interpersonal skills, strong organisational abilities and genuine attention to detail.

Essential Qualifications & Experience

Ideally, you should have:

- Previous experience in luxury hospitality, five-star hotels, private residences, concierge services, premium wellness retreats or high-end customer service.
- Experience working with international and demanding clientele.
- Excellent spoken and written English.
- Strong interpersonal and communication skills.
- Exceptional organisational and multitasking abilities.
- A proactive, solution-oriented approach.
- High emotional intelligence, patience and empathy.
- The ability to remain calm and professional under pressure.
- Excellent attention to detail.
- Strong computer literacy and confidence using scheduling, messaging and administrative systems.
- Absolute discretion, reliability and integrity.
- A professional appearance and consistently positive attitude.
- The ability to work effectively both independently and as part of a multidisciplinary team.
- Flexibility to work shifts, weekends and public holidays when required.

Highly Desirable

- Experience serving HNW/UHNW clients, VIP guests or private families.
- Previous experience in luxury concierge services, private aviation, yachting or premium lifestyle management.
- Experience working in wellness, rehabilitation, addiction recovery or mental-health-related environments.
- Fluency in Spanish or additional European languages.
- Familiarity with personalised client programmes and complex daily scheduling.
- Training in hospitality management, customer service or related disciplines.

PERSONAL QUALITIES THAT MATTER

We place particular importance on personality, judgement and attitude.

The successful candidate should demonstrate:

Genuine Care

You naturally enjoy helping people and take pride in making their experience better.

Proactivity

You identify what needs to be done without waiting for instructions.

Ownership

When a client raises an issue, you take responsibility for ensuring it reaches a satisfactory resolution.

Attention to Detail

You remember individual preferences, notice small inconsistencies and understand that details define luxury service.

Emotional Intelligence

You recognise when someone needs assistance, reassurance, privacy or professional support.

Discretion

You understand the importance of confidentiality and respect for personal boundaries.

Professionalism

You remain calm, courteous and reliable, even in demanding situations.

Teamwork

You communicate effectively and understand that exceptional client service requires coordination between departments.

THIS ROLE WILL SUIT SOMEONE WHO…

- Enjoys working closely with people and delivering genuinely personalised service.
- Has experience providing exceptional hospitality to demanding international clients.
- Understands that clients may have complex emotional and personal needs.
- Can balance warmth and empathy with professionalism and clear boundaries.
- Is comfortable managing multiple requests and changing priorities.
- Takes initiative rather than waiting to be told what to do.
- Does not consider a task complete until the client’s request has been properly addressed.
- Understands the importance of structure, consistency and discretion in a recovery environment.
- Takes pride in being dependable, organised and attentive to detail.

We are not looking for someone who simply answers questions, passes messages or follows instructions.

We are looking for someone who takes genuine ownership of the client experience and consistently goes the extra mile to ensure exceptional service.

WHAT WE OFFER

- An opportunity to work within a growing premium international recovery and wellness organisation.
- A unique professional environment combining luxury hospitality with personalised residential recovery services.
- The opportunity to work with an experienced international multidisciplinary team.
- A varied and rewarding position with meaningful daily responsibilities.
- Exposure to high-end hospitality standards and international HNW/UHNW clientele.
- Opportunities for professional development and career progression.
- Competitive remuneration based on experience and qualifications.

OUR SERVICE PHILOSOPHY

At Sea Recovery, luxury is not simply about beautiful accommodation, premium facilities or personalised activities.

It is about making every client feel genuinely understood, respected, supported and cared for.

Our clients should never have to chase staff for answers, repeat the same requests or worry about whether arrangements have been made.

We believe exceptional service is delivered through anticipation, consistency, discretion, professionalism and attention to detail.

The Customer Services Specialist plays an essential role in bringing these standards to life every single day.

📌 Customer Service Specialist (San Roque)
🏢 Sea Recovery
📍 San Roque