Customer Service Executive

Customer Service Executive (6 month fixed-term contract)
Location: Hybrid - 3 days per week in Clapham Junction/2 days remote
Working hours: Variable Working Hours, 40 hours per week within Monday - Sunday 8am-8pm as required.
Start date: ASAP
Salary: £28,579.12 per annum
Assessment process: 1st stage will be a short one-way video interview (5-10 minutes), with a written exercise and MS Teams interview for a second stage (c.60 minutes).

Responsibilities

• Responding to member queries and complaints across live chat, ticketing systems, and social media channels with speed and care.
• Delivering excellent member experiences that reflect our service standards and brand tone of voice.
• Meeting KPI targets for response times, resolution rates, and communication quality.
• Participating in our Quality Assurance process to help maintain consistently high standards across the team.
• Escalating sensitive or complex issues to the Team Leader proactively and professionally.
• Engaging with prospective and current members online in a positive, on-brand way.
• Supporting the Team Leader with ideas to improve processes and team efficiency.
• Handling member data responsibly and in line with GDPR requirements.

Qualifications

• Experience in a customer service or contact centre role, handling queries across multiple channels.
• Strong written communication skills, with confidence in adapting tone and style for different situations.
• A track record of working to and meeting KPIs or performance targets.
• Strong organisational skills with the ability to manage a varied workload and multiple tasks simultaneously.
• A proactive, positive attitude and confidence to both take initiative and ask for help when needed.
• Comfortable working flexibly across a variable shift pattern, Monday to Sunday, 8am to 8pm.

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’re also recognised as a disability confident and inclusive employer which is something we are truly proud of.

We offer a fantastic place to work in a great working culture and were recognised as #25 in the Top 50 places to work in the UK in 2022! 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 have retained GOLD in our investors in people award for the last 6 years and were awarded silver in wellbeing last year.

We are a leading budget gym chain in the UK but there’s nothing budget about our investment into our people.

We are proud to have been through great positive change recently from our shiny new "super G" logo to our exciting digital projects and our plans are to keep being innovative, creative and agile in all that we do and we want to do that sustainably. We hire people with real passion, positivity and enthusiasm who motivate and inspire those around them. Our vision is to have a diverse, high performing, engaged workforce that love what they do! We have a brilliant team and opportunities for development and growth with support for success. We don't want to stand still, we're growing, innovating and adapting, we're with you to reach you career goals too.

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