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About the Role
This role is at the heart of daily member interactions, focusing on resolving queries, handling complaints, and ensuring every interaction reflects The Gym Group's values. The position is demanding from the start, requiring the ability to manage competing priorities and quickly adapt to new information.
Responsibilities
- Responding to member queries and complaints across live chat, ticketing systems, and social media channels with speed and care.
- Delivering excellent member experiences that reflect service standards and brand tone of voice.
- Meeting KPI targets for response times, resolution rates, and communication quality.
- Participating in the Quality Assurance process to help maintain consistently high standards across the team.
- Escalating sensitive or complex issues to the Team Leader proactively and professionally.
- Engaging with prospective and current members online in a positive, on-brand way.
- Supporting the Team Leader with ideas to improve processes and team efficiency.
- Handling 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
- Adaptability
- Organizational skills
- Time management
- Proactiveness
- Teamwork
Location
- Clapham Junction
- Remote
Work Type
- Hybrid
- Permanent
- Full-time
Experience Level
- Not specified
Education Level
- Not specified
Salary/Compensations
- £28,579.12 per annum
Benefits
- Flexibility
- Support
About the Company
- The Gym Group is a leading gym company in the UK and Europe, focused on creating an environment where members and employees can #BeYouWithUs and perform to their best.
- They hire individuals with passion, positivity, and enthusiasm.
- The company actively invests in its employees, ensuring they can thrive and benefit from flexibility and support.
Equal Opportunity
- Actively encourage applications from a diverse demographic.
- Passionate about culture and value alignment.