Gym & Leisure Customer Support Rep

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

Job Title: Gym & Leisure Customer Support Representative
Responsible to: Fitness and Community Partnership Manager
Responsible for: YMCA Gym and Leisure facilities
Remuneration: £7.83
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:
Working as a Gym & Leisure Customer Support Representative you will have a proven track record in working front of house, 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 providing high quality customer service to all, therefore outstanding communication and interpersonal skills are essential. You will have the ability to complete sales and drive the Gym culture to meet and exceed member expectations. You will support the Fitness and Community Manager to achieve goals set for the club’s continued success.
Experience in customer service, 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 provide continual excellent customer service to all that attend the Gym and others who visit YMCA Western Gateway site.

2. To be the ‘face’ of YMCA Black Country Group and support all member enquiries in a professional and welcoming manner.

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

4. To be customer focused, polite, professional, engaging and build rapport with all clients and partner organisations to generate membership uptake and retention.

5. To complete all administration tasks relevant to the Gym/ Health and Wellbeing packages.

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

7. Ensuring members are signed in and out of the club correctly and safely building rapport and providing an excellent customer service.

8. To set up/ pack away and clean conference rooms in accordance to bookings.

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

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

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

12. To maintain membership/ room booking records, financial data and statistics as directed by the Line Manager.

13. Support the Gym Customer Support & Sales Rep to sell membership packages to prospective members.

14. Support the Gym Customer Support & Sales Rep to target and complete regular promotion through the clubs database and online platforms.

15. To maintain excellent levels of communication and provide regular reports to the Manager ensuring targets are being achieved.

16. Ensure productivity is maximised through meticulous time keeping.

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

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

19. Undertake evening and weekend working as required.

20. 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 & Leisure Customer Support Representative
Experience Essential Desirable
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 in a sales and/or income generation environment, preferably in the health and fitness industry. 
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. 
Working in a fast-paced environment with the ability to prioritise own workload whilst maintaining excellent customer service 
Customer Service Level 3 or above and/or at relevant experience. 
Level 3 or above within Health and Wellbeing arena (i.e. mental health, nutrition, fitness) 
Marketing Qualification Level 3 or above 
Excellent negotiation, time-management and organisation skills and ability to multi-task. 
Ability and confidence to present YMCA Black Country Group YGym facilities & services. 
Ability to produce 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 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 equal opportunities 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) 
* 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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