Skip to main content

This job has expired

Membership Consultant - London

Employer
activeNewham
Location
East Ham, London
Salary
£16,000 per annum
Closing date
2 Aug 2018

Membership Consultant - East Ham Leisure Centre

Hours: 40 hours per week

Contract Type: Permanent

Salary: £16,000 per annum 

Overview / Purpose of Role

To focus on customer service, by meeting and greeting current and potential members. Helping on the customer journey through our business, by showing customer how to use the self-service Kiosks, assisting with entrance to the centre and sign up new members to our subscriptions.

To grow the membership base by pro-actively driving membership sales whilst focussing on customer retention in order to positively impact net membership movement and related revenue. We we’ll look to you or take ownership for our customers’ requirements by delivering an excellent service every time.

  • Responsibility for offering a consistent and outstanding level of customer service, building trust by engaging our customers and actively anticipating, and subsequently meeting their needs. You will be responsible for building rapport with our customers and ensuring you provide a friendly and approachable service that helps them with any customer service needs.
  • You will be responsible for managing complex customer issues, ensuring you signpost or escalate to the appropriate party where necessary.

Job Context

  • The post holder reports to the General Manager, and will work closely with other centre teams.
  • The post holder will be required to work evenings, weekends and public holidays.
  • The post holder will be required to wear a uniform.

Key Tasks and Accountabilities:

Key tasks and accountabilities are intended to be a guide to the range and level of work expected of the post holder.  This is not an exhaustive list of all tasks that may fall to the post holder and employees will be expected to carry out such other reasonable duties which may be required from time to time.

To undertake all responsibilities listed below:

Sales

  • To pro-actively generate leads for the purpose of converting leads to appointments, appointments to presentations, presentations to sales and sales to referrals
  • To understand own performance in terms of the above and be committed to improving conversion ratios through self-development and line manager guidance
  • To carry out each stage of the sales process (lead generation, appointment booking, tours/ presentation making, closing and referral gaining) according to company guidelines
  • To carry out detailed needs analysis in order to appropriately match membership options to prospect needs in order to maximise yield and retention of each new sale
  • To ensure that all customers are well looked after in terms of service and meeting their goals once the sale has been made
  • To correctly process all new membership and other sales using appropriate company processes
  • To lead and participate in lead generation/ outreach initiatives and contribute to sales planning
  • To fully participate in and contribute to centre business plans and objectives
  • Ensure high standards of customer service at all times

Customer

  • Provide a friendly and professional welcome to all customer and visitors, presenting a positive organisational image
  • Ownership of customer enquiries, provide information, and directly customers towards expert resources when needed
  • Assist customers with processing their transactions on the Kiosks
  • Manage customer access through the use of front of house entry systems
  • Manage and protect sensitive customer information in accordance with relevant legislation

Follow the organisational complaints procedure and escalating where necessary

Personal Development

  • Keep a breasted of trends and developments within the Health and Fitness industry and discuss own training and development needs with line manager

Protecting Staff and Services

Adherence to health and safety requirements and proper risk management is required from all employees in so far as is relevant to their role.  All employees are expected to understand and promote good Health and Safety practices and manage risks appropriately.

Personal Specification

The criteria listed in this Person Specification are all essential to the job.

  • Sound understanding of leisure centre customer goals and needs
  • Proven track record in successful sales with customer focused approach to all tasks
  • Knowledge of electronic booking systems
  • The ability to effectively promote, market and sell the service and Centre
  • The ability to deal with customers and their queries and concerns with tact and sensitivity
  • The ability to deliver a high quality service with minimal supervision
  • The ability to work as part of a team
  • Good written and verbal communication skills and IT literate
  • Good literacy and numeracy skills
  • The ability to supervise new and casual staff members

Experience

  • Previous experience in busy leisure / health and fitness centres, or working in a customer focused sales environment
  • Experience of dealing with routine administration, membership booking, and Direct Debit systems
  • Evidence of achieving results and making a difference to customers
  • A dynamic individual with a ‘can do’, results driven approach and attitude.
  • An appreciation of, and commitment to, the distinctive culture and philosophy of the organisation
  • Demonstrates trust, openness and respect in dealings with people
  • Flexible approach to tasks and workload
  • Ability to work flexible shift patterns outside normal hours, including evenings, weekends, public holidays

Other Special Requirements:

Willingness and ability to work evenings and weekends to maintain and ensure consistent service delivery.

Safeguarding Statement

activeNewham is committed to safeguarding and protecting the children and young people that we work with.

As such, all posts are subject to a safer recruitment process including the disclosure of criminal records and vetting checks.

We ensure that we have a range of policies and procedures in place which promotes safeguarding and safer working practices across our services.

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert