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Customer Service Agent

4 weeks ago

Hemet, United States The Gym Group Full time
Role: Customer Service Agent (6 Months FTC)

Reporting to: Customer Service Team Leader

Based: Hybrid/ East Croydon

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

We have strong, embedded values and an easy-going culture which ensures we put our people first. We pride ourselves on being fun, innovative, inclusive and engaging. We are now on the lookout for an Customer Service Agent.

So, what's stopping you? Apply today and be YOU with us

What you need to know about us...

We're not like any other gym company; we are The Gym Group, a place where you can #BeYouWithUs and perform to your absolute best. We are successful; by membership we're the 2nd largest gym business in the UK and the 4th largest in Europe. We hire people with real passion, positivity and enthusiasm which motivates and inspire those around them. We actively invest in our employees; it's so important to us that our people can thrive in our environment and can make the most of the flexibility and support we offer to all of our teams. We have been recognised as #1 in our industry by Glass Door and #25 in the Top 50 Best Places to work in 2022 which is all down to our great leaders and exceptional teams. We have held the prestigious Investors in People Gold Award for 2 years, we are proud of our people and our Gym Support teams are phenomenal; you want to be a part of that, we know you do

What you need to know about the role...

This is an amazing opportunity to join us in a period of growth and development.

This is a fixed term role for 6 months and you will be based in our HQ to get the most from your colleagues as well as training with your manager. Responsibilities 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.
  • 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

Let us tell you what we are looking for..

To enrich our great team, we are looking for a Customer Service Team Agent who embraces their role, the team and our culture. We're looking for someone who is clearly able to demonstrate:
  • 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 thrive in fast paced environments
  • You're not fazed adapting to change.
  • You're confident about asking for help when you need it

So, we've told you all about us and our amazing new opportunity; now it's your turn to hit 'Apply' and tell us about YOU. We also want to put it out there that we actively encourage applications from a diverse demographic and we are passionate about your culture and value alignment. We want this to be a match that works for you as much as for us - when we say #beYOUwithus we really do mean it