Customer Service Representative

2 months ago

Birkenhead, Wirral, United Kingdom Frasers Group Full time

About Us

Frasers Group is a leading company in the fitness industry, dedicated to providing exceptional experiences for our members and guests.

Main Duties and Responsibilities:

  • To deliver outstanding customer service and ensure every member and guest has an exceptional experience in our club.
  • To support the sales and retention of memberships through effective communication and relationship-building.
  • To maintain high standards of cleanliness and hygiene in the club, contributing to a positive and healthy environment.
  • To be a competent key holder, covering shifts as required and ensuring the club is secure and well-maintained.
  • To have a good understanding of our membership software system and use it to drive sales and retention targets.
  • To stay up-to-date with current fitness challenges, class descriptions, and gym floor focus, and participate in these initiatives.
  • To support the Fitness Manager in maintaining a high-quality gym floor experience.
  • To ensure that you have experienced our products and services and can provide expert knowledge to members.
  • To maintain the cleanliness of our facilities, taking an active role in the upkeep of the club and working with the team to achieve high standards.
  • To drive secondary sales targets and meet or exceed KPIs.
  • To handle member complaints professionally and ensure that the relevant manager is informed.

Requirements:

  • To be an outgoing and positive individual with a strong desire to learn and develop.
  • To be competent in all administrative duties and able to work accurately and efficiently.
  • To be driven and ambitious, with a keen desire to learn and develop both behaviors and competencies specific to the role.
  • To be willing and able to participate in learning and development opportunities to progress both competencies and career.
  • To be able to drop into operational key holder duties as required by the business.
  • To be passionate about fitness, administration, and customer service.
  • To be flexible and able to work shifts to suit the needs of the business, and to take on additional duties where required to support team members.
  • To be target-focused and support the club in achieving sales and retention targets.

About Our Principles:

  • Think without limits - Think fast, think fearlessly, and take the team with you.
  • Own it and back yourself - own the basics, own your role, and own the results.
  • Be relevant - relevant to our people, our partners, and the planet.

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