Support elite performance with exceptional care.
The Health Partners Europe Group (HPE, Sempris and Formis) operate at the heart of elite and professional sport across the UK. For over thirty years, Health Partners has developed and maintained a comprehensive, unified ecosystem covering healthcare, performance and risk governance. Through three closely aligned businesses, we coordinate care for professional athletes across football, rugby, cricket, and over 75 sporting disciplines (Health Partners), alongside the provision of specialist indemnity insurance for sports medics (Sempris) and the data driven performance management of elite athletes (FORMIS).
Our clients include Premier League Football Clubs, National Governing Bodies, National squads, academy, youth and disability players. We facilitate the medical care of more than 97% of all professional football players across the 92 clubs in the Premier League and English Football League. We are trusted by some of the largest sporting organisations in the world for our discretion, governance, and ability to build and maintain complex healthcare systems.
The group continues to grow and we are looking for Client Engagement & Project Administration Executive – Sports Health & Performance Software
Location
Sutton (Full Time, Office-Based)
* Primary base: Health Partners Offices, Sutton
* Regular travel to London offices
* Occasional travel to client sites or company offices as required
Reporting Line
Reports to: International Client Manager
Key Relationships
* Software Developers
* Client Managers
* Project Lead
* External Clients
Company Overview
FORMIS is a leading international provider of medical and performance record software for elite sports teams. Our platform supports professional clubs, national teams, and performance-driven organisations by enabling them to track, analyse, and optimise athlete performance and wellbeing. We pride ourselves on delivering high-quality software, client support, and continuous product innovation.
Role Overview
The Client Engagement & Project Administration Executive plays a key frontline role in delivering outstanding client support and coordinating project activity. Working closely with the International Client & Project Lead, this position combines customer service, training delivery, project administration, software testing, and operational support.
A critical element of the role is gathering, analysing, and translating client feedback into actionable insights that inform ongoing software development and product improvement. The role also involves system testing, bug reporting, client training, and live support via the help desk.
This is a structured, office-based role with regular working hours in Sutton, supported by occasional travel depending on client and project requirements.
Key Responsibilities
Client Support & Engagement
* Provide responsive client support via live chat (Crisp), email, and occasional phone calls
* Maintain accurate records of client communications and requests within CRM systems
* Build and maintain strong working relationships with sports clubs, national teams, and performance organisations
* Support clients with performance data management, reporting, and analytics
* Deliver bespoke client reports using integrated dashboards and analytical tools
* Collaborate with the development team to resolve issues and improve system functionality
Software Testing & Product Feedback
* Test system updates and new features prior to release
* Log bugs and development requests using Trello
* Gather, interpret, and document client feedback
* Contribute insights directly into product development roadmaps
Training & Product Familiarisation
* Deliver face-to-face, remote, and on-demand training for new and existing users
* Create and maintain user support documentation and training materials
* Stay informed on developments in elite sports science, performance analysis, and data analytics
Project Coordination & Internal Collaboration
* Support the International Client & Project Lead with project planning and coordination
* Assist with sprint planning and software update rollouts
* Use Trello and Pumble for task tracking and internal communication
* Maintain accurate client and operational data within Capsule CRM
Business Development & Marketing Support
* Assist with client engagement initiatives and promotional activities
* Support relationship development with new and existing clients
Regulatory Compliance & Confidentiality
* Ensure full compliance with GDPR and data protection regulations
* Handle sensitive medical and performance data in line with governance policies
* Participate in mandatory compliance and data privacy training
Administration & Operational Support
* Provide day-to-day administrative and operational support
* Assist with contract administration, invoicing, and documentation
* Remain flexible and proactive as responsibilities evolve with business needs
Professional Development
* Participate in ongoing training and professional development
* Attend regular performance reviews with senior management
* Engage in relevant formal education or certification opportunities