Gym Customer Support & Sales Rep

YMCA Black Country Group
West Bromwich
09 Jun 2018
10 Jul 2018
Contract Type
Full Time

Job Title: Gym Customer Support and Sales Representative
Responsible to: Fitness and Community Partnership Manager
Responsible for: YMCA Gym and Leisure facilities
Remuneration: £8.50 basic salary (With potential bonus)
Hours per week: 37.5
Base: YMCA Black Country Group, Western Gateway, 38 Carters Green, West Bromwich B70 9LG.
Annual leave: 28 days (includes statutory holidays) (pro-rata)

YMCA Black Country Group is a group of YMCA charitable companies & associated trading subsidiaries operating in the Black Country and South Staffordshire area. The charity employs around 230 staff across several sites, delivering a wide range of community services including supported housing, youth work, childcare and family support, drug and alcohol support interventions, skills and employment training, health and wellbeing services, and work in prisons.

Job Role:
As a Gym Customer Support and Sales Rep you will have a proven track record in working both front of house and within a sales environment, preferably in the fitness industry (although other business sectors considered). You will thrive in working within a very structured and successful sales environment, working to agreed key performance indicators. A large part of the role will be sales driven, therefore outstanding communication and interpersonal skills are essential. You will have the ability to drive the Gym culture and to meet and exceed member expectations. You will support the Fitness and Community Manager to achieve goals set for the area.
Experience in front of house and sales, accurate record keeping and data entry are vital to the role.
The post holder must be able to respect the Christian Ethos of the YMCA and uphold its values. A DBS clearance will also be required.

Duties and Responsibilities

1. To actively promote and sell Gym memberships, room hire and other Health and Wellbeing packages to prospective customers where appropriate.

2. To be the front face of the Gym reception area dealing with all enquiries providing a high level of customer service.

3. Ensure you have full product knowledge of all aspects of the Gym/ Health and Wellbeing packages to help answer any customer queries.

4. Book appointment tours, conduct tours, manage all incoming enquiries/respond to emails and ensure daily call targets are achieved.

5. To be customer focused, polite, professional, engaging and build rapport with all customers and partner organisations to generate memberships/ Health and Wellbeing products.

6. To identify potential customers increasing income generation through Health and Wellbeing purchasable services.

7. Understand our competitors and create a plan for engagement.

8. Target and complete regular promotion through online platforms.

9. Establish a sales quota.

10. Work towards your monthly sales targets, whilst ensuring the delivery of excellent customer service is intact throughout.

11. Ensure productivity is maximised through meticulous time keeping.

12. Deal with compliments, comments and complaints in accordance with policy and procedure and in a professional manner.

13. Evaluate feedback from customers with a view to constantly improve.

14. To utilise the central data system, ensuring that data is processed and recorded accurately and in a timely manner.

15. To maintain records, financial data and statistics as directed by the Line Manager.

16. To work within set budgets provided by your Line Manager.

17. To maintain excellent levels of communication and provide regular reports to the Fitness and Community Partnership Manager ensuring all outcome/targets are being achieved.

18. To ensure all aspects of policies and procedures are followed at all times with a positive attitude and a high level of consistent service.

19. To be responsible for material assets supplied as part of the post (e.g. lap top, mobile phone, project equipment etc.)

20. Undertake evening and weekend working as required.

21. Undertake other general duties as appropriate to the post.


1. Ensure all work practice is inclusive, expressed through a wholehearted commitment to welcome those of all faiths and none.

2. Operate within YMCA policies and procedures, ensuring that the health & safety of clients, colleagues, carers and yourself is maintained at all times.

3. To assist in the promotion of YMCABC and joint partnership arrangements with funders.

4. To have an understanding of, and commitment to, the principles of equal opportunities.

5. To keep up to date with relevant professional practise.

6. * Respect prayer and devotional times that may take place from time to time in YMCA gatherings and related activities.

In addition to the job set out in this job description the worker may, from time to time, be required to undertake additional or other duties as necessary within his or her capabilities and status to meet the needs of YMCA Black Country Group.

Person Specification
Job Title: Gym Customer Support and Sales Rep
Experience Essential Desirable
Working in front of house completing sales preferably in the health and fitness industry. 
Working in a customer-focused role with excellent customer service and approachable manner. 
Managing appointment systems, conduct tours and respond to all incoming enquiries and working towards daily call targets. 
Working towards sales targets, whilst ensuring excellent customer service. 
Working independently on own initiative with little day-to-day supervision. 
Generating and evaluating customer feedback to improve services/facilities. 
Dealing with customer compliments, comments or complaints in a professional manner. 
Producing high quality and creative sales pitch/marketing materials i.e. presentations, posters, booklets etc. 
Sales/Business Development Qualification (or 2 years’ equivalent experience) 
Level 3 or above within Health and Wellbeing arena (i.e. mental health, nutrition, fitness) 
Level 3 or above Marketing Qualification 
Excellent negotiation, time-management and organisation skills and ability to multi-task. 
Ability and confidence to present YMCA Black Country Group Gym facilities & services. 
Sell Gym memberships, room hire and other Health and Wellbeing packages to prospective customers where appropriate. 
Ability to produce excellent reports on outcomes, progression and service evaluations. 
Ability to promote and market services to produce sales. 
Excellent administration and accurate record keeping, producing information as required to deadline. 
Excellent communication skills and ability to build rapport with clients and partner organisations. 
An ability to work alongside partner agency staff. 
To be driven, dynamic and service-motivated with excellent people skills 
Ability to work in a team as well as under own initiative 
Good knowledge of IT/computer software and ability to learn new systems quickly. 
Demonstrate clear understanding of the YMCA Health and Wellbeing agenda. 
Demonstrate an excellent understanding of health & safety including risk assessments. 
Demonstrate knowledge of the local area, in particular competitors/organisations offering similar services to YGym. 
Demonstrate an understanding of different health conditions, cultures, cultural practices, and the ability to work with sensitivity to these issues. 
Holistic health environment including current and future trends 
A commitment to equality & diversity in the workplace which creates a welcoming environment for people of all faiths and of none 
Willingness to develop within the job and undergo training as necessary 
Current First Aid Qualification (willingness to train) 
Full clean driving licence and use of car 
* To be in sympathy with the Christian Ethos and values of YMCA Black Country Group. 

* An Occupational Requirement in accordance with the Equalities Act 2010

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