Customer Service Agent

3 days ago

Croydon, United Kingdom The Gym Group Full time
Customer Service Agent (Part Time) 6 Months FTC

Reporting to: Customer Service Team Leader

Based: East Croydon/ Remote

Working hours: Variable Working Hours, 20 hours per Week. Variable hours Monday-Sunday 8am-8pm as required through 4-8 hour shift patterns.

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 a Customer Service Agent to join our amazing Operations Team.

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

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.

Now let us tell you what we are looking for...

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
  • 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.

To enrich our great team, we are looking for a Customer Service Team Agent who embraces their role, the team and our culture.

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.

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