Job Description

Company Overview:

Welcome to The Body Lab - "Where Science Meets Wellness"

The Body Lab is a pioneering wellness and fitness facility where science meets wellness. We are based in the heart of High Street Kensington, our 8,000 sq. ft state-of-the-art facility spans two floors, offering a combination of cutting-edge fitness equipment and advanced recovery therapies. From personal training sessions in our fully equipped basement-level gym to luxurious treatment rooms featuring cryotherapy, sensory deprivation, hyperbaric oxygen therapy, and more, we offer a comprehensive approach to health and well-being.

Why Join Us?

Our Employee Value Proposition

"We are Pioneers in wellness, in a state-of-the-art environment that will support you to reach your potential and feel your best".

At The Body Lab, we pride ourselves on creating a positive, inclusive, and supportive culture where every team member is valued and encouraged to thrive. We offer a collaborative environment that fosters growth, learning, and a sense of belonging. If you're passionate about making a difference in people's lives and want to be part of a team that promotes well-being, positivity, and success, we'd love to meet you!

Job Summary:

Job Title: Client Adviser

Location:

The Body Lab (High Street Kensington W8)

Role Overview

As a Client Adviser at The Body Lab, you'll be the first point of contact for our members, prospective members, and visitors, providing a warm welcome and delivering an exceptional first-class experience. Your role is pivotal in creating a positive, supportive atmosphere where everyone feels valued and always have an enjoyable experience. You'll be responsible for handling enquiries, resolving complaints, assisting with memberships and sales, and performing various administrative tasks to ensure the smooth operation of our facility.

Key Responsibilities:

Welcoming and Engaging Members and Guests:

Greet members, prospective members, and visitors with warmth and enthusiasm, creating an inviting atmosphere from the moment they step into The Body Lab.

Handling Enquiries:

Respond to questions regarding our services, treatments, and membership options, providing clear and helpful information.

Complaint Resolution:

Handle complaints and concerns efficiently and professionally, ensuring that issues are addressed and resolved to the highest standard.

Member Enrolments:

Assist new members with the enrolment process, ensuring all required information is gathered accurately and communicated effectively to their manager.

Sales and Operations Support:

Work closely with the Sales and Operations Manager to assist with bookings, prospect management and retention of clients.

Operational Assistance:

Support day-to-day facility operations, ensuring the space remains clean, organised, and welcoming for all members.

What We're Looking For:

We're seeking a passionate individual who embodies the values of The Body Lab - commitment to wellness, professionalism, and a positive, client-centric attitude. As a Client Adviser, you will be expected to:

Be fully knowledgeable about The Body Lab's programs and services, helping our members make the most of what we offer. Deliver the highest level of service, ensuring every interaction reflects our commitment to wellness, positivity, and excellence. Exhibit exceptional customer care and communication skills to foster a warm, supportive environment for all. Demonstrate strong organisational and administrative skills, managing time effectively to meet deadlines and contribute to smooth operations.

Hours of Operation:

The Body Lab is open to members from 7am to 9pm, seven days a week. As a Client Adviser, you'll be expected to work within these hours, always ensuring consistent coverage and excellent service.

Scope:

Full-time or Part-time position

Reporting to Sales and Operations Manager/Managing Director

Candidate Profile:

Experience

: Previous experience working in a Reception or customer service role with a friendly, approachable personality.

Personality

: Cooperative, positive, and optimistic with a passion for health, fitness, and wellness.

Industry Experience

: Experience in a wellness or fitness setting is preferable but not essential; we value a willingness to learn.

Decision Making

: Able to prioritise tasks, manage pressure, and make confident decisions on a day-to-day basis.

Communication Skills

: Excellent communication skills, both in person, over the phone, and in writing.

Professionalism

: Always maintains a professional appearance and behaviour, reflecting the values of The Body Lab.

Technical Skills

: Proficient with computer software, including Microsoft Office (Word, Excel, PowerPoint), Email, and the Internet.

Relationship Building

: Able to build and maintain strong relationships with peers, members, and vendors, always prioritising people.

Flexibility

: Willingness to work flexibly and adapt to changing organisational needs.

Attitude

: A 'can-do' attitude with a genuine passion for health, fitness, and well-being.

Candidate Duties:

First Impressions Matter

: Create a welcoming and professional atmosphere by greeting members, non-members, and visitors with a warm, friendly, and approachable manner at all times.

Customer Service Excellence

: Provide exceptional service to all members and guests, ensuring they feel valued and well-informed about the services The Body Lab offers.

Member Enrolment & Assistance

: Assist in enrolling new members, addressing their queries, and offering support to current members to ensure their needs are met.

Reception & Member Engagement

: Greet all members and visitors as they arrive, ensuring they feel welcomed and well-informed about the services available.

Membership Verification

: Check in members, verify memberships, and ensure smooth and efficient registration for prospective members.

Information & Guidance

: Provide accurate information on fitness programs, treatments, schedules, and availability to members and prospective members.

Handling Membership Cancellations

: Address questions about membership cancellations in a professional and understanding manner.

Safety & Security

: Ensure the safety and security of all visitors, members, and staff, taking responsibility for maintaining a safe facility at all times.

Gym & Facility Knowledge

: Provide accurate and up-to-date information regarding gym programs, activities, and services.

Phone and Message Handling

: Handle telephone inquiries, record messages from incoming calls, and transfer calls to the appropriate department.

Facility Cleanliness

: Maintain a clean and organised environment, both behind and in front of the reception desk, ensuring the facility remains welcoming and tidy.

Record Keeping

: Record and track any queries, complaints, lost property, or repair requests, ensuring they are passed to the appropriate department for resolution.

Team Collaboration

: Support the Sales and Operations Manager with any additional tasks or responsibilities, including supervision and training of new staff as needed.

Uphold Health & Safety

: Maintain a commitment to the health, safety, and well-being of members and guests at all times, ensuring compliance with workplace policies.

Continuous Improvement

: Contribute to a positive, supportive team environment by helping to uphold a culture of excellence, and regularly assist with monitoring data or other administrative duties as required.
This job description only expresses the general requirements for the position however this is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

The Body Lab is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, colour, religion, national origin, age, disability, veteran status, or any other basis covered under applicable law. We are proud to sustain an inclusive and people-first culture

Job Types: Full-time, Part-time, Permanent

Pay: 24,420.00-30,000.00 per year

Work Location: In person