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Member and Client Advisor

3 months ago

Greater London, United Kingdom The Body Lab Full time

The Body Lab London


Where science meets the luxury of five star wellness. An unrivalled premium wellness club offering science-backed treatments, advanced wellness programs and therapies.


An opportunity has arisen to join the team as a Member and Client Advisor.


The Member and Client Adviser provides a warm welcome and a first-class experience to our members, prospective members, and visitors to our facility. This role is the first point of contact for enquiries, complaints and questions. The role will involve dealing with any queries efficiently and professionally and dealing with membership and sales enquiries as well as carrying out administrative duties.


In summary, the main duties are:

  • Provide a warm welcome to our members and guests
  • Dealing with all enquiries about the facilities, treatments, membership/s
  • Dealing with and resolving complaints
  • New membership enrolment
  • Assist the Sales and Operation Manager in achieving/exceeding sales and retention targets
  • Assist with operational tasks around the facility
  • Support in opening and closing of the facilities
  • Upkeep The Body Lab brand standards


This passionate person is responsible for being fully knowledgeable about The Body Lab and its programs/services, is responsible for delivering the highest level of service to our members and guests exemplifying professionalism, and ensuring we adhere to the values and mission of The Body Lab. Good organisational and administrative skills are essential to manage time effectively and meet deadlines. This person must have excellent customer care skills and great communication skills.


The Body Lab is open to members between 6.30am to 9pm on weekdays and 9am to 6pm on weekends, therefore the Member and Client Advisor will be expected to work various shifts to cover all operational hours. This is a part time position with the opportunity for overtime.


About you:

  • Experience of working in Reception with friendly and approachable personality
  • Cooperative, positive and optimistic
  • Membership sales experience
  • Previous work experience in a wellness setting is preferable but not essential
  • Able to prioritise work, handle pressure and take confident day-to-day decisions
  • Ability to communicate effectively in person, in writing and over the phone
  • Always maintaining a professional appearance and behaviour
  • Ability to use computer software, including Microsoft Office (Word, Excel, PowerPoint), Email, Internet
  • Able to build and maintain good relationships with peers, members, vendors, always putting people first
  • Willingness to work flexibly in response to changing organisational requirements
  • A 'can do' attitude with a passion for health, fitness and wellbeing.


Benefits:

  • A working environment that inspires
  • Colleagues who share your purpose
  • 30 days annual leave per year plus your Birthday and Service Anniversary off.
  • Meaningful development plans
  • Generous refer a friend scheme
  • Free use of Gym & Facilities
  • Cycle to work scheme
  • A host of individual benefits


What you'll be doing:

  • Creating an excellent first impression of The Body Lab by providing a warm welcome, tidy appearance and pleasant manner at all times
  • Provide exceptional customer service experience to all members, non-members and users of the facility
  • Enrolling new members and assisting current members with their queries
  • Greeting members and users of the gym as they come through reception
  • Checking in members and verifying memberships
  • Registering prospective members and guiding them to the correct person
  • Providing information on programmes, treatments and their availability
  • Handling questions about cancellation of membership
  • Ensuring that adequate stocks of information, packs and leaflets and merchandise are available at reception
  • Ensuring the safety and security of visitors, members and staff at all times and taking a responsible attitude towards maintaining the Facility
  • Serving customers, taking money for activities and accurately accounting or transactions at the end of each shift
  • Welcoming members and visitors to the gym and providing accurate information concerning programmes and activities
  • Handling telephone enquiries, recording messages from incoming calls and transferring calls
  • Maintaining a clean and tidy environment, both behind and in front of the counter
  • Recording and keeping clear and accurate records of all queries, complaints, lost property and repairs and ensuring the information is delegated to, and resolved by, the relevant department
  • Cashing up and banking at the end of each shift and ensuring that shifts are balanced accurately completing relevant documentation
  • Undertake other duties, of a similar professional nature and commensurate with the role, at the request of the Head of Reception and Member Experience
  • Committed to ensuring the safety or members and guests at all times
  • Uphold safe and efficient workplace policies and practices
  • Undertake supervision and training
  • Maintain records, and compile monitoring data as requested