Client Experience & Front of House - Central London Central London
Job description
Client Experience & Front of House - Central London
- £24,000 - £26,000
Are you a positive and outgoing fitness fanatic looking for a career opportunity to join a fast growing international fitness brand?
Roar is an international, luxury, private personal training brand specialising in body transformations. Our clients range from busy city workers to celebrity, fashion and TV personalities, all looking for the very best private facilities and trainers in London & Dubai.
We are now expanding our Client Experience team and seeking confident, ambitious and customer centric innovators to oversee our end-to-end client journey, seeking new and exciting initiatives to build client community and continually improve the client experience.
We will only consider applications which include a covering letter.
About you
- You will have energy, personality and a ‘can-do’ attitude with plenty of initiative and a strong sense of community and building relationships at all levels
- Must be passionate about Health and Fitness - please demonstrate this in your cover letter in order to be considered
- Confident and professional with exceptional customer service skills and experience working in a 5* environment
- You must be process driven with excellent verbal and written communication skills and a high attention to detail and accuracy
- A strong administrative background with experience in diary management and excellent numeracy skills
- Proven ability to multi-task and maintain a flexible and organised approach in a busy, fast-moving environment
- Good working knowledge of email marketing, MS Office programs, including Word, Excel and PowerPoint with an ability to report on and analyse feedback and data
- Strong interpersonal skills - able to communicate and interact at all levels
- Complete discretion when dealing with confidential work and difficult situations
The Role
The role will have three main areas of responsibility: overseeing the client journey, developing ways to improve the client experience and acting as Front of House.
- Confidently interacting with clients, using all communication channels, to manage all stages of their journey.
- Ensuring a seamless client experience from their initial enquiry to maintaining their membership
- Responding to feedback and challenges and developing innovative ideas to improve the client experience
- Working with the team to implement strategies and processes to maintain and improve overall customer service and increase client retention rates
- Identifying opportunities and potential collaborations to grow the Roar community
- Designing and implementing client communication both in house and online
- Acting as front of house and managing client and potential client enquires (phone, email, in-house)
- Providing outstanding ongoing customer service and handling client queries both face-to-face and by email
- Managing the in-house booking systems, ensuring client accounts are in order and new clients are processed effectively and accurately
- Effective and confident liaison at all levels both internally & externally
Early, mid and late shifts (6.00am-3.00pm, 7.30am-4.30pm or 10.30am-7.30pm) over 5 days (including weekends) across two locations: W8 & EC3M.
