Customer Service Agent

Working hours: Variable Working Hours, 20 hours per Week. Variable hours Monday-Sunday 8am-8pm as required through 4-8 hour shift patterns., We're not your average gym, we are The Gym Group! To our members we're the lowest cost nationwide 24/7 Gym with over 220 gyms and counting! To our teams we are fun, friendly, engaging and inclusive. We challenge our limits and push ourselves to impact positive change with our goals and initiatives. We take steps into new areas with a real and authentic purpose - It's our mission to break down barriers to fitness. We're #1 in our industry when it comes to our values, our culture and our people - check out Glassdoor if you don't believe us. We offer a fantastic place to work (#25 in the Top 50 places to work in the UK in fact), a brilliant team and opportunity for development and growth with support for success. We have recently undertaken some huge projects from a digital point of view and our plans are to keep being innovative, creative and agile in all that we do. That's what you're looking for right? What you need to know about the role… This is an amazing opportunity to join us in a period of growth and development. Main job activities would include:

• Resolving member queries utilising live chat, tickets and social media, data protection as well as formalised complaint routes.
• Deliver excellent customer experience in line with the operational member service plan.
• Deliver customer service that puts the member at the forefront, but always keeps the business interests in mind.
• Deliver performance to KPI target levels, whilst delivering a good quality written communication as required as part of the Quality Assurance process.
• Enthusiastically engage with members and prospective members online.
• Escalate issues to management proactively.
• Engage in supporting the Team Leaders with ways to improve systems, processes & efficiencies.
• Support the operations team with requests, member support and additional support where required.
  
  Experience in working in a contact centre working across multiple channels including digital & phone is of benefit.
• Experience in performing to KPIs at a high level is of benefit.
• A proactive, can-do attitude and you're up for the challenge.
• Strong communication skills, in particular written communication that ensures clear communication, reflective of the organisations Tone of Voice.
• You should be able to work well in a tight-knit team.
You're customer service centric
• You're customer service centric - You know what good looks like & you are passionate about service delivery.
You're great with people
• You have good communication skills - you like writing and talking!
You're very organised
• You can plan your workload effectively and manage multiple activities simultaneously.
• You meet deadlines and targets, and learn from mistakes.
You get stuff done
• You have a proactive can-do attitude with a track record in making things happen.
You thrive in fast paced environments
• You're not fazed adapting to change.
• You're confident about asking for help when you need it.