Job Description

Job Title

Client Advisor

Service Area:

Front of House

Reports to:

Studio Manager

Location:

Ten Health & Fitness Chiswick Studio, 100% studio based

Working Pattern - Job Role 1 - Full Time

Tuesday-Saturday. 35 hours per week (full-time)


Mix of early (06:30-14:00) and late (13:00-20:30) shifts.


Weekend day 08:00 16:00 or 09:00 17:00

Working Pattern - Job Role 2 - Part Time

Flexible - open to discussion with candidates. 15 hours per week (part-time)


Mix of early (06:30-14:00) and late (13:00-20:30) shifts.


Weekend day 08:00 16:00 or 09:00 17:00

Your purpose

Tens success is built on our unique ability to help people move better, and live longer well. You contribute to that success by being the first point of contact for our visitors, being an expert in our services and offers and providing a consistently high level of customer service.

Primary duties and responsibilities

Client experience

Ensuring all our clients have a premium and personal experience from arrival in studio, to studio tours and checking in with them after their session You know their names, their favourite classes and can recommend other services that may be relevant for them Responding to client queries face to face, over the phone and via email in a timely manner with exceptional customer service skills

Sales

Championing all Tens services with our clients, offering cross-service referrals Helping clients purchase memberships, offers and class blocks that best suit their routine and goals Processing retail transactions and upselling clients to bundles/deals

Appointment management

Booking clients into the schedule, managing clear communication across the studio team Adhering to Tens cancellation policies, offering alternatives and re-booking opportunities to clients Collecting payment and new client details Ensuring compliance by collecting required forms and details from clients and following data storage processes

Studio standards

Maintaining clean and tidy studio to hygienic and premium standards Restocking toiletries, towels and retail displays Maintaining our brand standards by completing a daily Ten walk Reporting hazards or repairs to facilities team Assisting stock take Leading health & safety procedures Supporting the studio team with administration

What you'll bring in skills and experience:

Premium customer service skills Practical experience managing bookings and/or reservations Experience selling goods or services to clients Excellent, proactive communication skills Knowledge of Mind Body Online is highly desirable

What could Ten Health & Fitness offer you?

14.29 per hour + performance-based commission Continuous professional development opportunities Additional annual leave per year of service Free Pilates classes and discounted Physio & Massage sessions Nominate a friend or family member for free Pilates classes * Annual leave increase with length of service