Fitness and Active Communities Role Reporting to : Fitness Manager / Gym Manager / Club Manager Role Statement : To meet stakeholders expectations by providing an outstanding range of gym and class services, along with providing key studio programmes to the community. Key Accountabilities: To work in partnership with the Fitness and Coin Street Community Teams · Enter and read communications via the Day Book/Memo folder · To report directly to the Club Manager and Active Communities Manager · Work with Coin Street and support/ lead on their community engagement programmes. · Coordinate Community-based classes and help design and run grant-funded programs brought about through Coin Street collaboration To provide a welcoming and efficient environment for all members and guests · Foster a friendly and accessible atmosphere within the gym team · Deal quickly and efficiently with members enquiries · Pro-actively offer technique correction and alternative exercises · Encourage and support members in training incl. spotting etc · Handle customer complaints firmly and with tact · Deliver gym floor-based classes · Be prepared to cover classes at short notice or deliver an alternative class To collect and report on user feedback · Collate and record customer comments · Complete questionnaires and data as and when required · Use Member feedback to create ever-evolving Fitness and community classes and studio time table To provide a clean and safe environment for all staff and users · Complete and record daily health and maintenance checks Regularly check the toilets and changing rooms to ensure that they are in a suitable state for customers including filling consumables. · Ensure high standards of cleanliness throughout the centre by: - Cleaning gym equipment, gym area and studios - Picking up rubbish and emptying bins - Replenish stocks (wipes, hand towels, etc) - Returning all equipment to its right place - Removing dangerous or toxic materials - Observe and record areas that require attention · Conduct regular audio/visual checks in gym and report any faults via the relevant reporting system · Prompt reporting of faulty gym equipment via the relevant reporting system To be responsible for upholding health and safety procedures · Report incidents and accidents to the Duty Manager · Be aware of building evacuation procedures · Report any matters of concern to Duty Manager To conduct effective inductions and Personal Programmes for gym users · Consider and respect individual needs · Provide an appropriate Fitness Programme · Monitor individual progress and review regularly · Demonstrate effective use of equipment and check user understanding To support all staff in contributing to a positive working environment · Be available to cover any member of staff in an emergency · Be prepared to perform any task at short notice that will enable the smooth running of the organisation · Be prepared to undertake training as required · Attend meetings as and when necessary · Consider the needs of other people Performance Indicators: · Mystery shop feedback · Achievement of positive customer feedback – member survey & informal · Positive Feedback from Community Classes · Achievement of all users targets · Maintenance of accurate records · Cleanliness levels · Prospecting Data These accountabilities are not an exhaustive list. You must undertake any other reasonable duties set by your Manager. Person Specification: Skills: Essential Excellent customer services skills Open to new ideas and self development Ability to handle customer complaints with tact Good communication skills at all levels including written and oral Good organisational skills Ability to work under pressure Skills: Desirable Knowledge of computerised member management system (ideally Legend) Good Word and Excel skills and general computer skills Awareness of health and safety Qualifications and Experience: Essential: Experience in Customer Services Level 2 Fitness Instructor Qualification Ability to comply with JHT DBS policy Desirable: Level 3 personal Trainer qualification Experience in Health and Fitness Industry Experience in teaching group classes Group exercises qualifications eg. Les Mills, indoor cycling Additional specialist fitness qualifications eg. pre/post natal Current 1st Aid Training