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Customer Service Team Leader
2 weeks ago
Role: Customer Services Team Leader
Reporting to: Customer Services Manager
Based: Hybrid - Clapham Junction 3 days per week
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. We are now on the lookout for a Customer Services Team Leader.
What you need to know about us
The Gym Group is not like your average gym To our members we’re the lowest cost nationwide 24/7 Gym with over 240 gyms and counting
Our teams we are fun, welcoming, engaging and inclusive. We challenge our limits and push ourselves to impact positive change with our goals and initiatives. We take steps into new areas with a real and authentic purpose - It’s our mission to break down barriers to fitness for all.
We’re #1 in our industry when it comes to our values, our culture and our people - check out Glassdoor if you don’t believe us. We offer a fantastic place to work in a great working culture. We have been recognised as by The Sunday Times as one of The Best Places to Work which is all down to our great leaders and exceptional teams.
We may be one of the leading budget gym chains in the UK but there’s nothing budget about our investment into our people. We have retained GOLD in our investors in people award for the last 6 years and silver in wellbeing last year.
We’re recognised as a disability confident and inclusive employer which is something we are truly proud of. We have a brilliant team and opportunities for development and growth with support for success. Having recently undertaken some huge projects from a digital point of view and our plans are to keep being innovative, creative and agile in all that we do.
About the role...
The Customer Service Team Leader plays a pivotal role in ensuring the Customer Service Team consistently meets The Gym Group’s strategic goals and delivers an outstanding member experience.
This involves leading, managing, and developing a team of customer service agents, fostering a high-performance culture, and acting as a role model for service excellence. The primary objective is to drive team output and performance across multiple channels, ensuring member satisfaction while upholding business interests.
Key responsibilities:
- Oversee daily resource allocation, including rota and task management, and coordinate holiday cover.
- Manage, develop, and support a team of customer service agents, including new joiners, across various channels.
- Provide direct support to the customer service team during peak periods and lead on operational team queries.
- Ensure the delivery of excellent customer experience in line with the operational member service plan.
- Make member-centric decisions that also align with business objectives.
- Resolve escalated member complaints and support the operations team with their complaint processes.
- Manage the Quality Assurance process to maintain high standards for agent responses.
- Drive daily team performance through documented 1:1s, performance improvement plans, and by ensuring the achievement of The Gym Group’s KPIs.
- Manage team conduct, including sickness, lateness, and performance expectations, in line with company policy.
- Lead the ongoing training, development, and engagement initiatives for the customer service agents.
- Maintain and update the customer service knowledge bank, ensuring information is effectively shared.
- Identify and implement continuous improvements in systems, processes, and efficiencies.
- Collaborate with the Customer Service Operations Manager to recognize excellent team performance.
- Act as a leader by promptly addressing issues, reporting potential workload/completion risks, and health & safety concerns.
- Support organizational change and maintain comprehensive knowledge of company products and procedures.
- Deputise for other Customer Service Team Leaders as required.
- Support the development of toolkits and training materials for gym operations to enhance first-point-of-contact query resolution.
- Serve as the primary point of contact for customer service agents, reporting directly to the Customer Service Operations Manager.
About you...
We are looking for an inspiring and results-oriented Customer Service Team Leader who can demonstrate:
Experience & Leadership:
- Proven experience in a contact centre environment, managing teams across multiple channels (digital & phone).
- Track record of KPI management and delivering performance improvement plans.
- Ability to effectively manage and develop team members, acting as a visible role model and member champion.
- A proactive, engaging leader who continuously seeks improvement and drives team engagement.
Customer & Relationship Focus:
- Exceptional cus
