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About the Role
This role is at the heart of daily member interaction, focusing on resolving queries, handling complaints, and ensuring every interaction reflects The Gym Group's values. It's a hybrid position requiring three days a week at HQ and the rest remote, with flexible working hours.
Responsibilities
- Respond to member queries and complaints across live chat, ticketing systems, and social media channels with speed and care.
- Deliver excellent member experiences that reflect service standards and brand tone of voice.
- Meet KPI targets for response times, resolution rates, and communication quality.
- Participate in the Quality Assurance process to help maintain high standards.
- Escalate sensitive or complex issues to the Team Leader proactively and professionally.
- Engage with prospective and current members online in a positive, on-brand way.
- Support the Team Leader with ideas to improve processes and team efficiency.
- Handle member data responsibly and in line with GDPR requirements.
Requirements
- Experience in a customer service or contact centre role, handling queries across multiple channels.
- Strong written communication skills, with confidence in adapting tone and style for different situations.
- A track record of working to and meeting KPIs or performance targets.
- Strong organisational skills with the ability to manage a varied workload and multiple tasks simultaneously.
- A proactive, positive attitude and confidence to both take initiative and ask for help when needed.
- Comfortable working flexibly across a variable shift pattern, Monday to Sunday, 8am to 8pm.
Skills
- Customer service
- Written communication
- Adaptable tone and style
- KPI management
- Organisational skills
- Workload management
- Proactive attitude
- Initiative
- Teamwork
- GDPR compliance
Location
- Hybrid - Clapham Junction
- Remote
Work Type
- Fixed-term contract
- Hybrid
- Full-time
Salary/Compensations
- £28,579.12 per annum
About the Company
- The Gym Group is the 2nd largest gym business in the UK and the 4th largest in Europe.
- We hire people with real passion, positivity and enthusiasm.
- We actively invest in our employees, offering flexibility and support.
Equal Opportunity
- We actively encourage applications from a diverse demographic.
- We are passionate about your culture and value alignment.