Member Relations Advisor

Are you a passionate individual? Do you love to deliver great customer service? Do you have the ability to listen and understand our member's needs, with the aim of retaining? This could be the perfect role for you You will join our team at the forefront of Member support, delivering outstanding Village Gym Customer Service whilst targeting our members to ensure that we retain them

Purpose Of The Role

• To be a key part of a multi skilled team that really excels in customer care & retention through outbound calls and other multi communication channels.
• Provide an industry leading service to all members that positively promotes the brand and Village values.
• Manage the member journey across all channels including email, voice, chat and other digital channels.
• Carry out daily data cleanse projects to improve data accuracy and integrity.
• Responsibilities include but are not limited to delivering new member care for all gym members, maximising retention.

You achieve this by;

• Responding to all enquiries in a timely, confident & professional manner, displaying a clear & comprehensive knowledge of the gyms, their facilities and details, taking every opportunity to upsell at all times.
• Ensure that all relevant member information is captured accurately at first point of contact and is protected at all times to ensure that information gathering regulations are adhered to (GDPR, PCI).
• Ensure that all communication is recorded effectively and relevant stakeholders are advised of action required.
• Ensure all communication & correspondence is logged according to policy for each contact with a member.
• Support with the resolution of complaints/issues politely and swiftly ensuring the customer is fully communicated too on the steps to be taken and time scales. Ensure that the escalation process or referral to another department process is logged and followed if the customer contact is out of your spectrum of knowledge.
• Carry out ad hoc administrative duties as required to fulfil each contact & those directed by your Team Leader for the business.
• Ensure that all revenue opportunities are maximised and achieved in all communication with new members.
• Maximise add on opportunities in subsequent member contact.
• Ensure the customer has a clear and transparent understanding of any terms and conditions connected with their membership.
• Ensure that all relevant information for membership or club action requirements is communicated to the gym inline with retention procedures.
• To build and maintain close internal working relationships to ensure the successful delivery of the team objectives and targets. To support colleagues within the department and the wider team to achieve company targets

Key Performance Indicators

• Take ownership for your own KPIs including but not limited to new member contact, quality and adherence.
• Customer satisfaction reflected in positive feedback
• Standard Operating Procedures are followed.
• Acceptable levels of absenteeism
• Excellent inter-departmental communication and co-operation
• High morale within the Team and no issues with teamwork of all stakeholders.
• Highly motivated self starter with a can do attitude
• Track record of delivering both member care and great member experience skills in a leisure environment.
• Passionate about becoming a product expert, actively acquire knowledge about the company and products
• Excellent communication skills across all channel type
• Exceptional eye for detail
• Must demonstrate flexibility to adapt to different work types
• Capable of handling objections and negotiating with confidence

But what we need from you…

• Enthusiasm and passion for perfection
• A true love for fitness & health
• Excellent communication skills
• Ability to work as part of a team
• A true love for us and our brand

Come and be part of something new & something special - Work, Grow & Play the Village Way