Customer Service Executive - Full Time in Clapham

Customer Service Agent (6 MONTH FIXED TERM CONTRACT)

Reporting to: Customer Service Team Leader

Based: This is a hybrid role with 3 days a week in the office at our HQ in Clapham Junction and the rest working from home.

Additional Information:

• Working hours: Variable Working Hours, 40 hours per Week within Monday - Sunday 8am-8pm as required.
• Start date: End of June
• Salary: £28,579.12 per annum

Assessment process: 1st stage will be a short one-way video interview (5-10 minutes), with a short written exercise and MS Teams interview for a second stage (c.60 minutes).

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.

What You Need To Know About The Role:

• Resolving member queries utilising live chat, tickets and social media, data protection as well as formalised complaint routes.
• Deliver excellent customer experience in line with the operational member service plan.
• Deliver customer service that puts the member at the forefront, but always keeps the business interests in mind.
• Deliver performance to KPI target levels, whilst delivering a good quality written communication as required as part of the Quality Assurance process.
• Managing the Quality Assurance process and ensuring the executives responses are of the highest quality.
• Enthusiastically engage with members and prospective members online.
• Escalate issues to management proactively.
• Engage in support the Team Leaders with ways to improve systems, processes & efficiencies.
• Support the operations team with requests, member support and additional support where required.

Let Us Tell You What We Are Looking For:

• Experience in working in a contact centre working across multiple channels including digital & phone is of benefit.
• Experience in performing to KPIs at a high level is of benefit.
• A proactive, can-do attitude and you're up for the challenge.
• Strong communication skills, in particular written communication that ensures clear communication, reflective of the organisations Tone of Voice.
• You should be able to work well in a tight-knit team.
• You're customer service centric so you know what good looks like & you are passionate about service delivery.
• You have good communication skills - you like writing and talking!
• You can plan your workload effectively and manage multiple activities simultaneously.
• You meet deadlines and targets, and learn from mistakes.
• You have a proactive can-do attitude with a track record in making things happen.
• You're not fazed adapting to change. You're confident about asking for help when you need it.

We may close the role to applications early if we have significant interest, so if you're interested in applying please try to do so ASAP!

If you have a disability or condition that makes it difficult for you to complete your application online please email your cv to or alternatively call the TGG Recruitment team on and someone will be more than happy to support you.

We also want to put it out there that we actively encourage applications from a diverse demographic and we are passionate about your culture and value alignment. We want this to be a match that challenges your limits and works for you as much as for us.

Your application may be reviewed by an AI tool to help assess your suitability based on the information you provide. Automated decision-making is never used - every application is reviewed and all decisions, including whether to progress your application, are made exclusively by a member of our recruitment team. Your data will be handled in accordance with our Privacy Policy and UK GDPR.