Job Description

Responsible for delivering a world-class customer experience to our members by providing support on any queries, cancellation/retention requests and sales of upgrades and memberships.

You'll be the first point of contact for any potential members, so it's important that you can get them excited about joining our facility and ensure that they have a positive experience with our classes, onboarding and services throughout the whole customer journey.

This is a role situated within our brand new Brazilian Jui-jitsu club in Blanture, (Springwells Neighbourhood hall)This is a part time role to start with, with the potential to increase to full time, we are looking for someone who is willing to commit and support our brand as we continue to grow.

Points to note:

Providing exceptional customer service to potential members looking to sign up - ensuring that they have all of the information and guidance they need in order to join our club. Supporting those customers once they have signed up to ensure a seamless onboarding to our facility.
Being the first point of contact for our existing members - supporting them with any issues, cancellations/retention requests, membership and payment queries.
Going above and beyond to provide personalised responses for potential members with specific queries, such as medical conditions and mobility issues (training will be provided for the specifics).
Upselling our memberships and being highly knowledgeable of the rivals gym brand and what additional merchandise and events are available (gradings, seminars, fight nights, charity nights, clothing and equipment).
Supporting members with their onboarding into rivals gym and help with any issues they may have during their set up.
General upkeep and maintenance of our social media platforms, including responding to members in need of assistance and flag any concerns to management.
Monitoring members within our Facebook group and relay any good social media opportunities (testimonials, pictures, reviews etc) to management.
Escalating complaints to Senior management, where required.Skills and qualifications Excellent internal and external communication, both verbal and written - the last stage of our interview process includes a spelling, grammar and punctuation test. Please let us know if you require any reasonable adjustments prior to the interview.

A bubbly and outgoing personality - the ability to start a conversation with customers with ease. Ability to speak to customers confidently via direct messaging, voice notes and over the phone.

Previous experience of working towards KPIs and sales targets would be beneficial. Previous experience of working with social media business accounts would be an advantage (e.g, Facebook, Instagram, WhatsApp etc).

Tech savvy - must be IT literate, previous experience of using a membership portal or similar software would be highly beneficial.
Knowledge of our approach to what it is we offer to all aspects of our community would be highly beneficial.Benefits
Free membership to our facilities
Generous discounts on all merchandise.
Staff fun days and socials
Many opportunities for career development, as well as opportunities for training and personal development.
Maternity and paternity pay.
An incredible, fun and creative environment. We treat people like friends and family, not co-workers.
Zero-toxicity.
Smoke-free site.
Free tea and coffee (barista style) on-site.
Job Types: Part-time, Apprenticeship

Pay: 10,000.00-24,000.00 per year

Additional pay:

Commission pay Performance bonus Quarterly bonus
Benefits:

Company pension Employee discount Employee mentoring programme Gym membership Health & wellbeing programme
Experience:

Customer Advisor: 2 years (required)
Work Location: In person

Reference ID: Customer Experience Advisor