Job Description

Reports to:

Communication & Engagement Manager

Location:

Basingstoke Gymnastics Club

Role Purpose

The Member Services Assistant is a key contributor to delivering outstanding customer service and ensuring a welcoming and positive experience for all members of the gymnastics club. This role encompasses front desk operations, supporting members with enquiries and registrations, and facilitating clear communication between members, staff, and coaches. As the first point of contact, the Member Services team embody the club's friendly, people-focused, and professional environment, helping to create a warm and inclusive atmosphere for everyone who walks through the door.

Key Responsibilities

Customer Support

Act as the first point of contact for members, visitors, and guests with a warm and welcoming presence, creating a friendly and inviting atmosphere at the front desk. Respond to member concerns, feedback, and complaints in a courteous and timely manner, aiming to resolve issues effectively or escalate them when appropriate. Actively promote the club's programmes, services, and special offers to both existing and prospective members by providing clear, accurate information and encouraging engagement. Listen actively to member needs and preferences, offering tailored support and recommendations to enhance their overall experience at the club.

Operations & Services:

Handle enquiries in person, by phone, via email, and by social media ensuring timely and accurate responses. Follow processes for responding, recording and filing enquires appropriately. Assist new and existing members with registration, enrolment, and membership enquiries, guiding them through the process and explaining relevant procedures and policies. Process membership applications and payments accurately and efficiently, including information around British Gymnastics membership/insurance. Process payments related to the club's award schemes and ensure accurate record-keeping, including supporting the preparation and filing of member certificates. Monitor class availability and proactively manage the waiting list to maximise attendance and ensure classes operate at full capacity. Oversee product inventory and accurately record sales using the point-of-sale (POS) system. Ensure merchandise is regularly restocked and attractively displayed. Ensure member records are accurately maintained and regularly updated within the club's CRM system. Support the management team with various administrative duties, including report generation, financial transactions, and coordinating meetings or appointments.

Communication and Coordination:

Collaborate with coaches, staff, and management to ensure effective communication and coordination of member-related information, such as schedule changes, programme updates, and special events. Communicate respectfully and effectively with members, staff, and volunteers, contributing to a positive and inclusive club environment. Maintain thorough and up-to-date knowledge of all gym services, programmes, and facilities to confidently assist members and respond to enquiries. Support the distribution of newsletters, announcements, and other club communications through appropriate channels such as email, bulletin boards, phone calls, and face-to-face interactions (list not exhaustive). Follow safeguarding procedures and report concerns appropriately.

Professionalism:

Present a professional and welcoming image at all times, adhering to the club's uniform standards and demonstrating excellent customer service skills. Maintain a clean, organised, and efficient reception area, including managing paperwork, filing systems, and monitoring supplies to ensure smooth daily operations. Uphold confidentiality and safeguarding standards in all interactions and administrative tasks. Take pride in representing the club's values and contribute to a culture of professionalism, teamwork, and continuous improvement.

Person Specification:

Essential Criteria

Experience & Knowledge

Previous experience in a customer-facing role, ideally within a leisure, sports, or community setting. Familiarity with front desk operations including handling enquiries, bookings, and payments. Basic understanding of safeguarding and confidentiality in a member-based environment.

Skills & Abilities

Excellent verbal and written communication skills. Strong interpersonal skills with a friendly and approachable manner. Ability to multitask and manage time effectively in a busy, fast-paced environment. Competent in using computer systems, including email, databases, and booking software. Attention to detail and accuracy in handling member information and transactions.

Personal Attributes

Professional, courteous, and people-focused attitude. Reliable, punctual, and well-organised. Able to work independently while contributing positively to team efforts. Calm under pressure and able to handle challenging situations with empathy and discretion. Committed to delivering excellent customer service and enjoys engaging with people.

Desirable Criteria

Experience working in a sports club, gym, or similar environment. Knowledge of gymnastics or interest in sport and physical activity. First Aid qualification or willingness to undertake training. Experience with membership management systems or CRM platforms.
Job Type: Part-time

Pay: 12.80 per hour

Expected hours: 16 - 19 per week

Benefits:

Bereavement leave Employee discount Free parking Sick pay
Work Location: In person

Application deadline: 17/12/2025
Reference ID: 25MSA
Expected start date: 26/01/2026