In a nutshell
This gig is all about being a detailed super human; processing and reviewing new memberships,
accurately maintaining our member management system, promptly collecting memberships fees,
whilst delivering breathtaking customer service to ensure extraordinary member satisfaction.
A day in the life
- Provide heartfelt service and create genuine, memorable experiences for our members in
line with our customer experience strategy (and Service Promise). - Partner with clubs to support all customer experience touch points.
- Assess and respond to all member queries that come through the WeCare inbox or hotline
- Process all cancellations in line with the guideline with the aim to save as many members
as possible. - Produce cancellation reports to determine trends to better enhance our customer
experience. - Assess and process membership requests that come through the central admin inbox or
through miscellaneous requests. - Process and review new memberships through the member management system.
- Review and process new memberships through the member management system and
coordinate with club sales teams on any issues.Record all communication with members
and make amendments as required. - Complete arrears calls in line with guidelines to achieve agreed targets to minimise future
arrears and debt write off. - Complete all relevant tasks in line with the member life cycle.
- Ensure member information is handled in line with the privacy guidelines and maintain
strict confidentiality to ensure it is not disclosed to any third party. - Take ownership of individual member feedback and complaints and escalate member
appropriately. - Produce daily, weekly and monthly checking reports to ensure high quality of data is
maintained in the member management system. - Find ways to give that little bit extra… especially when it’s unexpected.
To land this gig… and your ongoing mindset
- You have 2+ years of relevant customer service or Administration experience and flexibility
to work a non-traditional schedule. - You're a detailed super human!
- You love to create meaningful moments for people.
- You know what it’s like to work with a high profile consumer brand and the value of a welloiled
machine. - You may also have some retail or hospitality sector experience. A+ for you
- You are people-focused.
- You’re warm, honest and genuine.
- You get a kick out of creating unexpected experiences which make people go wow! Going
over and above to deliver impeccable customer service makes you feel warm and fuzzy
inside. - You listen intently.
- You speak eloquently.
- You are driven. You’re perceptive, you ask questions and you strive to understand.
- You enjoy solving problems. You don’t get flustered easily.
