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.
Managing the Quality Assurance process and ensuring the executives responses are of the highest quality.
Enthusiastically engage with members and prospective members online
Escalate issues to management proactively
Engage in support 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 so you know what good looks like & you are passionate about service delivery.
You have good communication skills - you like writing and talking!
You can plan your workload effectively and manage multiple activities simultaneously.
You meet deadlines and targets, and learn from mistakes.
You have a proactive can-do attitude with a track record in making things happen.
You're not fazed adapting to change.
You're confident about asking for help when you need it

Here at The Gym Group we believe we are simply the best in our industry! Our amazing teams have skills, abilities and can-do attitudes that make this a great place to work!