Customer Service Executive - Full Time

Customer Service Executive - Clapham Junction, United Kingdom

Full Time Customer Service Agent (FULL TIME)

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.

Working hours: Variable Working Hours, 40 hours per Week within Monday - Sunday 8am-8pm as required.

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 a Customer Service Agent to join our amazing Operations Team.

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 230 gyms and counting! To 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 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.

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...

To enrich our great team, we are looking for a Customer Service Team Agent who embraces their role, the team and our culture. We're looking for someone who is clearly able to demonstrate:

• 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're great with people - you have good communication skills - you like writing and talking!
• You're very organised - you can plan your workload effectively and manage multiple activities simultaneously.
• You meet deadlines and targets, and learn from mistakes.
• You get stuff done - you have a proactive can-do attitude with a track record in making things happen.
• You thrive in fast paced environments - you're not fazed adapting to change.
• You're confident about asking for help when you need it.

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 0203 319 4838 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. When we say We're With You we really do mean it!