Customer Service Executive (permanent)
Location: Hybrid - 3 days per week in Clapham Junction/2 days remote
 

Additional Information

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

Start date: ASAP

Salary: £28,579.12 per annum
Assessment process: 1st stage will be a short one-way video interview (5-10 minutes), with a written exercise and MS Teams interview for a second stage (c.60 minutes).

We have a fantastic opportunity for someone who loves great customer service to join our Operations Team on a permanent basis. You will be at the heart of how we talk to our members every day - resolving queries, handling complaints, and making sure every interaction reflects what The Gym Group is all about. The role will be busy from day one so we need someone who's able to effectively manage competing priorities and get up to speed quickly.

This is a hybrid role with three days a week at our HQ in Clapham Junction and the rest from home, working 40 hours per week across Monday to Sunday, 8am to 8pm on a variable shift basis.

Who we are

We're not like any other gym company; we are The Gym Group, a place where you can #BeYouWithUs and perform to your absolute best. We are successful; by membership we're the 2nd largest gym business in the UK and the 4th largest in Europe. We hire people with real passion, positivity and enthusiasm which motivates and inspire those around them. We actively invest in our employees; it's so important to us that our people can thrive in our environment and can make the most of the flexibility and support we offer to all of our teams.

What you'll be doing

• Responding to member queries and complaints across live chat, ticketing systems, and social media channels with speed and care.
• Delivering excellent member experiences that reflect our service standards and brand tone of voice.
• Meeting KPI targets for response times, resolution rates, and communication quality.
• Participating in our Quality Assurance process to help maintain consistently high standards across the team.
• Escalating sensitive or complex issues to the Team Leader proactively and professionally.
• Engaging with prospective and current members online in a positive, on-brand way.
• Supporting the Team Leader with ideas to improve processes and team efficiency.
• Handling member data responsibly and in line with GDPR requirements.

What we're looking for

• Experience in a customer service or contact centre role, handling queries across multiple channels.
• Strong written communication skills, with confidence in adapting tone and style for different situations.
• A track record of working to and meeting KPIs or performance targets.
• Strong organisational skills with the ability to manage a varied workload and multiple tasks simultaneously.
• A proactive, positive attitude and confidence to both take initiative and ask for help when needed.
• Comfortable working flexibly across a variable shift pattern, Monday to Sunday, 8am to 8pm.

Need assistance?

If you have a disability or condition that makes it difficult for you to complete your application online please email your cv to recruitment@thegymgroup.com 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 works for you as much as for us!

*Please note that we may close the application window early if we receive high levels of interest. If you're interested in applying please do so asap!

Your application may be reviewed by an AI tool to help assess your suitability based on the information you provide. Automated decision-making is never used - every application is reviewed and all decisions, including whether to progress your application, are made exclusively by a member of our recruitment team. Your data will be handled in accordance with our Privacy Policy and UK GDPR.