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- Tasks: Provide top-notch customer service and develop innovative campaigns to recruit and retain members.
- Company: Join a unique, community-focused gym that values support and inclusivity.
- Benefits: Enjoy a friendly work environment, competitive pay, and opportunities for personal growth.
- Other info: Be part of a supportive team that values your contributions and encourages creativity.
- Why this job: Make a real difference in people's fitness journeys while working with a motivated team.
- Qualifications: Customer service experience and excellent communication skills are preferred.
The predicted salary is between 25000 - 30000 £ per year.
Job Purpose: To work within a dedicated team to provide excellent customer service to all new and established members. To be knowledgeable about Colets, its offerings, its beginning and its ethos. To ensure that we continue to successfully source and recruit new members through innovative campaigns whilst offering the very best level of service to our current membership base using our CRM system. To ensure that we continue to successfully retain all members through innovative campaigns whilst offering the very best level of service to our current membership base using our CRM system ensuring tasks are complete in conjunction with the Guest, Prospect and Member follow-up expectations. To meet membership KPI’s through teamwork and work alongside other departments to ensure all staff are aware of our campaigns and goals. At times, you may be asked to complete tasks that fall outside of the remit below that are deemed fair and reasonable in line with your position at Colets.
Role and Responsibilities:
- Always Provide excellent Customer Service
- To develop and implement campaigns to recruit new members
- Complete and follow up on membership tours. Assist in the new member follow-up series.
- Complete and maintain regular competitor analysis for all areas of our business
- To utilize Ezrunner to identify and contact web/phone/walk-in enquiries
- To be able to run reports in software with complete accuracy.
- Customer Service; Identify customers’ needs and respond proactively to member concerns
- Come up with ideas to enhance member journey and ways to communicate with members
- 7 day calls for new members to ensure certain criteria has been met:
- Induction
- PARQ
- Member Referral/Guest Passes
Operations Utilize Ezrunner to identify and contact web/phone/walk-in enquiries.
Cultural / Values: As a part of the Colets Team, commit to the company values and personality.
Our Values:
- Welcoming – We do things a little differently around here, not just another corporate gym
- Supportive – Of our community, members and each other – We genuinely care
- Independent – We are inclusive, unpretentious and trustworthy – Not for profit
Our Personality:
- Motivated – Engaged, part of the family and driven to make a genuine contribution
- Friendly – Outgoing, enthusiastic and able to engage with both colleagues & customers
- Proud – Positive – has a ‘can do’ energy that brightens up those around them
Be aware of the core business anchors of Colets and assist your manager in embedding them into your department:
- Create the right environment
- Create a Great place to work
- Go beyond customer satisfaction
- Personalise every journey
- Generate extra profit to fuel growth
- Commit to our goal of a unified Team & Growing the business
KPI’s:
- Achieve Net Membership Growth as set by HOD
- Achieve individual KPIs as set by HOD
- Self Generated Member Referrals
- NPS & ENPS score
Qualifications / Educational Requirements:
Experience in Customer Service / Sales / Retention preferable
Preferred Skills:
- Excellent communication skills
- Great communication skills, spoken as well as written
- Proficient in Excel
- Great work ethic and able to work autonomously
- Be motivated and motivational
- Team player
Membership Consultant in Thames Ditton employer: Colets
Contact Detail:
Colets Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Membership Consultant in Thames Ditton
✨Tip Number 1
Get to know the company inside out! Research Colets, its ethos, and what makes it unique. This will help you connect with the team and show that you're genuinely interested in being part of their community.
✨Tip Number 2
Practice your customer service skills! Since the role is all about providing excellent service, think of scenarios where you can demonstrate your ability to handle member concerns and enhance their journey.
✨Tip Number 3
Network like a pro! Reach out to current employees on LinkedIn or at events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Colets family and ready to contribute to their goals.
We think you need these skills to ace Membership Consultant in Thames Ditton
Some tips for your application 🫡
Know Your Stuff: Before you start writing, make sure you know all about Colets and what we stand for. Familiarise yourself with our offerings and ethos so you can show us you're genuinely interested in being part of the team.
Show Off Your Skills: Highlight your customer service experience and any sales or retention skills you've got. We want to see how you can contribute to our goals, so don’t hold back on sharing your achievements!
Be Personable: Remember, we’re looking for someone who fits into our friendly and supportive culture. Use a warm tone in your application to reflect your personality and show us how you can engage with both colleagues and customers.
Apply Through Our Website: Make sure to submit your application through our website. It’s the best way for us to keep track of your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Colets
✨Know Your Stuff
Before the interview, make sure you’re well-versed in Colets’ offerings and ethos. Familiarise yourself with their membership services and any recent campaigns. This will show your genuine interest and help you answer questions confidently.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you provided excellent customer service or resolved member concerns. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your ability to enhance the member journey.
✨Be a Team Player
Since teamwork is crucial for this role, think of instances where you collaborated effectively with colleagues. Be ready to discuss how you can support your team and contribute to achieving membership KPIs, as well as how you embody Colets' values.
✨Ask Thoughtful Questions
Prepare some insightful questions about the role, the team dynamics, or upcoming campaigns. This not only shows your enthusiasm but also helps you gauge if Colets is the right fit for you. It’s a two-way street!