Job Description

This role is responsible for supporting membership operations across both our Bridgend and Cwmbran clubs, with a primary focus on improving member retention. The Membership Support Executive can be based primarily at either site, with occasional travel to the other as needed. The role involves proactively contacting leavers and members at risk of cancelling, handling membership administration tasks and ensuring a consistently high standard of service is delivered across both locations.

This is a part-time role of 16 hours per week, with flexibility to spread those hours across the week to suit both the needs of the clubs and the candidate.

Key Result Areas & Responsibilities:

Retention & Membership Support

Contact members who have recently left or requested cancellation to understand reasons and seek to retain their membership. Handle cancellation enquiries with professionalism, care, and a problem-solving mindset. Contribute to local club retention KPIs through effective follow-up, tracking, and reporting.

Membership Administration

Process cancellations, payment updates, and data changes accurately and efficiently. Maintain accurate and up-to-date member records in line with data protection and quality standards. Assist with reporting on cancellation trends and retention outcomes.

Customer Communication & Club Collaboration

Respond to a range of member queries (in-person, phone, email) quickly and courteously. Work closely with the Multi-Site Customer Experience Manager and front-of-house teams to ensure a seamless experience for members. Deliver a consistent, professional, and caring customer experience aligned with Nuffield Health values.

Performance Indicators / KPIs:

Number of leavers retained through proactive outreach. Accuracy and turnaround time for membership cancellations and updates. Member satisfaction and complaint resolution. Contribution to local retention targets.

Key Relationships:

Multi-Site Customer Experience Manager, General Manager (Bridgend & Cwmbran), Club Front-of-House Teams,

Essential Qualifications & Experience:

Excellent communication skills, with confidence handling sensitive or challenging conversations. Experience in a customer-facing or admin-focused role. Strong organisation, accuracy, and multitasking skills. Based primarily at either Bridgend or Cwmbran, with flexibility to travel between both sites as required.

Desirable:

Previous experience in fitness, hospitality, or a membership-based business. Familiarity with Gym Manager or similar membership/CRM systems.

Role-Specific Competencies:

Empathetic and professional approach to member communication. Self-motivated and able to manage a varied workload across two clubs. A positive, team-oriented attitude with a proactive mindset. Ability to work flexibly and adapt to changing priorities and club needs.
Job Types: Part-time, Permanent

Pay: 12.33 per hour

Benefits:

Gym membership On-site gym On-site parking
Work Location: In person