Join one of the UK’s leading health and fitness clubs and help inspire our members to live healthier, happier lives. At Total Fitness, we’re on a mission to get everyone fitter and feeling better, whatever that means to them - and we’d love your help to make that happen.
As a bold, brave business, we encourage people to find their own way, in fitness and beyond and every single role we have contributes. We’re a place with contagious courage that makes people believe they can do more and be better.
We’re really proud of our culture, we put our people first, always. Our promise to our team is that “more is possible”. Whether that is moving up the career ladder, delivering your first spin class, or making incredible friendships.
Total Fitness is a space to be you. Your character, what makes you an individual, that’s what we want you to bring to work with you every day.
Job Purpose:
As a Member Accounts Success Team Leader, you are to deliver exceptional customer service and support to both our members, who are at the heart of everything we do, and our dedicated team members. The Member Accounts Success Team Leader will balance direct member interactions, including phone calls and correspondence, with key responsibilities such as auditing calls, reviewing SLAs, conducting one-to-one sessions, and coaching team members. This role requires strong communication skills, the ability to take ownership, display empathy, solve problems, and make sound decisions.
As part of a fast-paced and engaging team, you will play a pivotal role at the center of the business, continuously identifying, testing, and implementing improvements to enhance the member journey and overall experience at Total Fitness.
Benefits whilst Employed at Total Fitness:
- A place to turn your passion into action. Be part of a company that truly believes that everyone is better fitter
- Receive invaluable training programs to help you reach your next step, whatever direction that’s in
- A team that has your back. You’ll work hard but always be supported
- Free gym membership with a plus one and children under 16, plus 2 discounted memberships for family members or friends
- 28 days holiday including public/bank holidays (prorate for part-time)
- Workplace pension scheme
- Discount on retail and café products
Key Responsibilities:
- Lead and support the Member Accounts Success Team, assisting the Manager and allocating workload effectively.
- Make outbound calls to targeted member groups to improve retention and income collection.
- Handle inbound calls to assist with member and club queries and requests.
- Manage complaints and standard enquiries via phone, correspondence, social media, and the Total Fitness app.
- Resolve escalated complaints and queries efficiently and in a timely manner.
- Monitor and maintain the accuracy of the member database through audits and reports.
- Perform general administrative tasks to support team operations.
- Achieve team and individual KPIs, in line with company SLAs.
- Deliver on-site and in-club training as required.
- Collaborate with other support functions and external partners to enhance the member experience and retention.
- Track and monitor team performance against KPIs and targets.
- Provide coaching, feedback, and ongoing training to support employee development.
- Conduct regular team meetings and one-to-one sessions.
- Support the recruitment, onboarding, and integration of new team members.
Ideal Skills for the Role:
- Excellent communication and taking ownership skills
- A genuine passion for wanting to help and support our people and our members
- A positive and upbeat attitude
- An empathetic and calming approach to a query or complaint
- The ability and initiative to problem solve and resolve issues
- Tenacious
- Effective time management and meticulous organisation
- A team player
- A role model who lives and breathes our Total Fitness Values on a daily basis
Please note that this role is subject to a DBS check. If you do not currently hold a valid DBS certificate and your application is successful, Total Fitness will cover the cost.
If you think you can make a huge difference to our members experience, and have the passion to deliver, don't waste any time and click apply now!
Job Types: Full-time, Permanent
Pay: From £28,558.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
- Sick pay
Ability to commute/relocate:
- Wilmslow SK9 3PE: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 1 year (preferred)
- Sales: 1 year (preferred)
Work Location: In person
