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customer relations Croydon, England

The Gym Group

Full Time Croydon, England 23428 - 21169 GBP ANNUAL Today

Job description

locations

Croydon

time type

Full time

posted on

Posted Today

job requisition id

JR0333

Customer Service Agent (6 Months FTC)

Reporting to: Customer Service Team Leader

Based: East Croydon/ Remote

Working hours: Variable Working Hours, 40 hours per Week within Monday - Sunday 8am-8pm as required

Here at The Gym Group we believe we are simply the best in our industry! Our amazing teams have skills, abilities and can-do attitudes that make this a great place to work!

We have strong, embedded values and an easy-going culture which ensures we put our people first. We pride ourselves on being fun, innovative, inclusive and engaging. We are now on the lookout for a Customer Service Agent to join our amazing Operations Team.

So, what’s stopping you?

Apply today and know that We’re With You every step of the way.

What you need to know about us…

The Gym Group is not like your average gym! To our members we’re the lowest cost nationwide 24/7 Gym with over 230 gyms and counting! To our teams we are fun, welcoming, engaging and inclusive. We challenge our limits and push ourselves to impact positive change with our goals and initiatives. We take steps into new areas with a real and authentic purpose - It’s our mission to break down barriers to fitness for all.

We’re #1 in our industry when it comes to our values, our culture and our people – check out Glassdoor if you don’t believe us. We offer a fantastic place to work in a great working culture and were recognised as #25 in the Top 50 places to work in the UK in 2022! We may be one of the leading budget gym chains in the UK but there’s nothing budget about our investment into our people. We have retained GOLD in our investors in people award for the last 6 years and silver in wellbeing last year. We’re recognised as a disability confident and inclusive employer which is something we are truly proud of. We have a brilliant team and opportunities for development and growth with support for success. Having recently undertaken some huge projects from a digital point of view and our plans are to keep being innovative, creative and agile in all that we do.

That’s what you’re looking for right? We’re With You! So let us tell you more.

What you need to know about the role…

Resolving member queries utilising live chat, tickets and social media, data protection as well as formalised complaint routes.
Deliver excellent customer experience in line with the operational member service plan.
Deliver customer service that puts the member at the forefront, but always keeps the business interests in mind
Deliver performance to KPI target levels, whilst delivering a good quality written communication as required as part of the Quality Assurance process.
Managing the Quality Assurance process and ensuring the executives responses are of the highest quality.
Enthusiastically engage with members and prospective members online
Escalate issues to management proactively
Engage in support the Team Leaders with ways to improve systems, processes & efficiencies.
Support the operations team with requests, member support and additional support where required

Let us tell you what we are looking for..

To enrich our great team, we are looking for a Customer Service Team Agent who embraces their role, the team and our culture. We’re looking for someone who is clearly able to demonstrate:

Experience in working in a contact centre working across multiple channels including digital & phone is of benefit.
Experience in performing to KPIs at a high level is of benefit.
A proactive, can-do attitude and you’re up for the challenge
Strong communication skills, in particular written communication that ensures clear communication, reflective of the organisations Tone of Voice.
You should be able to work well in a tight-knit team

You’re customer service centric

You’re customer service centric so you know what good looks like & you are passionate about service delivery.

You’re great with people

You have good communication skills – you like writing and talking!

You’re very organised

You can plan your workload effectively and manage multiple activities simultaneously.
You meet deadlines and targets, and learn from mistakes

You get stuff done

You have a proactive can-do attitude with a track record in making things happen

You thrive in fast paced environments

You’re not fazed adapting to change.
You’re confident about asking for help when you need it

So, we’ve told you all about us and our amazing new opportunity; now it’s your turn to hit ‘Apply’ and tell us about YOU. We get that not everyone wants a 9 - 5 and here at The Gym Group we are pretty flexible. Talk to us about your requirements during the process and explore the many options including flex hours, a condensed working week or even part-time contracts.

If you have a disability or condition that makes it difficult for you to complete your application online please email your cv to [email protected] or alternatively call the TGG Recruitment team on 0203 319 4838 and someone will be more than happy to support you. We also want to put it out there that we actively encourage applications from a diverse demographic and we are passionate about your culture and value alignment. We want this to be a match that challenges your limits and works for you as much as for us. When we say We’re With You we really do mean it!

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