Job Purpose: To work within a dedicated team to provide excellent customer service to all new and established members. To be knowledgeable about Colets, its offerings, its beginning and its ethos. To ensure that we continue to successfully source and recruit new members through innovative campaigns whilst offering the very best level of service to our current membership base using our CRM system. To ensure that we continue to successfully retain all members through innovative campaigns whilst offering the very best level of service to our current membership base using our CRM system ensuring tasks are complete in conjunction with the Guest, Prospect and Member follow up expectations. To meet membership KPIs through teamwork and work alongside other departments to ensure all staff are aware of our campaigns and goals. At times, you may be asked to complete tasks that fall outside of the remit below that are deemed fair and reasonable in line with your position at Colets. Role and Responsibilities: Members - Always Provide excellent Customer Service - To develop and implement campaigns to recruit new members - Complete and follow up on membership tours. Assist in the new member follow-up series. - Complete and maintain regular competitor analysis for all areas of our business - To utilize Ezrunner to identify and contact web/phone/walk-in enquiries - To be able to run reports in software with complete accuracy. - Customer Service; Identify customers needs and respond proactively to member concerns - Come up with ideas to enhance member journey and ways to communicate with members - 7 day calls for new members to ensure certain criteria has been met: o Induction o PARQ o Member Referral/Guest Passes People - Support your fellow colleagues Operations Utilize Ezrunner to identify and contact web/phone/walk-in enquiries. Cultural / Values As a part of the Colets Team, commit to the company values and personality. Our Values: Welcoming We do things a little differently around here, not just another corporate gym Supportive Of our community, members and each other We genuinely care Independant We are inclusive, unpretentious and trustworthy Not for profit Our Personality Motivated Engaged, part of the family and driven to make a genuine contribution Friendly Outgoing, enthusiastic and able to engage with both colleagues & customers Proud Positive has a can do energy that brightens up those around them Be aware of the core business anchors of Colets and assist your manager in embedding them into your department: - Create the right environment - Create a Great place to work - Go beyond customer satisfaction - Personalise every journey - Generate extra profit to fuel growth - Commit to our goal of a unified Team & Growing the business KPIs: - Achieve Net Membership Growth as set by HOD - Achieve individual KPIs as set by HOD - Self Generated Member Referrals - NPS & ENPS score Qualifications / Educational Requirements: Experience in Customer Service / Sales / Retention preferable Preferred Skills: - Excellent communication skills - Great communication skills, spoken as well as written - Proficient in Excel - Great work ethic and able to work autonomously - Be motivated and motivational - Team player