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Glad to help. A seemingly weak competitor could hold out good hope for your client to be able to surpass them once you've identified every possible metric that could be contributing to Google choosing them over your client. Good luck with the audit, and if you're successful, it would be really great if you could follow up here and share with our community what you did

Thank you for the screenshots. The first thing you need to do here is to edit the GMB listing title to reflect your real world business name. Right now, the title is what we call "keyword stuffed" and is in violation of Google's guidelines (see: https://support.google.com/business/answer/3038177?hl=en-GB) Nothing but your real-world business name belongs in the title. So, basically, best advice here would be to clean up the GMB listing and any other citations that may have been built with the stuffed titles, and then build up the authority of the actual brand, both on and off the website. Right now, you're basically being outranked by your reputation on third party websites, which, if you're positive that no penalties are associated with the website, would indicate that the website lacks both authority and clarity.