Member Support Senior Advisor (Glasgow West End), Would you like to join the largest Health and fitness operator in Europe, working with a passionate driven team with the will to win?, We are looking for a Member Support Senior Advisor to be based in our Glasgow West End hub to support the team effectively handle our member queries and requests received into the Member Support team via all contact channels including Chat, Telephone, WhatsApp and Email. A Senior Advisor will take a lead within the hub, ensuring membership administration is processed in a timely, accurate and efficient manner whilst actively engaging with our members to give the best possible quality and service.,

• Working from a hub, dealing with membership queries and administration predominantly via phone, e-mail, Live Chat, WhatsApp and virtual meetings.
• Using the David Lloyd tone of voice with empathic understanding, encouraging members to remain active as members, offering incentives where appropriate.
• Owning, managing, responding and processing all membership administration requests and enquires received into the Member Support team within agreed service levels, in a professional and helpful manner which includes, but not limited to; cancellations, suspensions, refunds, merging of accounts, package changes/upgrades, updating direct debit and/or other personal details, club transfers, price increases, payments and payment queries.
• Using your thorough understanding and knowledge of the terms and conditions of membership, products, and services available to ensure consistency of membership for all our members and deal with individual exceptions within the approved quality framework.
• Contacting all adult members who resign their membership within 24 hours and where possible attempt to recover their membership with an approved suite of offers based on membership and reason for cancellation.
• Capturing accurate data of reasons for cancelling or freezing via the relevant systems.
• Ensuring all member records are accurate and up to date.
• Following David Lloyd Ways of Working help to serve members with the relevant membership solutions thereby ensuring all members receive a positive experience.
• Participating and sharing knowledge and expertise with other team members.
• Building excellent relationships with clubs and other teams to help ensure a swift and positive resolution to member concerns.
• Working within our frameworks to resolve membership issues and escalate as appropriate for approval where necessary.
• Regularly attending our clubs to use all the facilities, attend classes and to keep up to date with new products and offerings.
• Working patterns will be based on a 5 out of 7 day working week, whereby shifts will vary on a regular basis to cover the needs of the business. Morning, evening, and 1 weekend in 3 working will be required.
How will I be measured?
• Achievements against a set number of KPIs that will include a balanced scorecard. This will be based on productivity, quality, fix first time and feedback from members.
• Responding to all cases within the required SLA.
• Qualitative call, chat and email monitoring.
  
  Experience of coaching and training within the Member Support department.
• Exceptional customer service skills and ability to resolve issues quickly.
• Ability to deal with conflict, retain members and overcome objectives.
• Excellent communication skills, both written and verbal.
• Experience of a similar workspace or contact centre work preferable.
• Ability to work as part of a high performing team and be self-motivated.
• Good knowledge of Microsoft packages including Word and Excel.
• Natural curiosity to drive improvement of service to our members.
• Desire to learn and grow individually.
• Flexibility and adaptability.
• Experience in training/coaching teams.
Up for the challenge? We would love to hear from you!

At David Lloyd Clubs, we do everything we can to create an environment that's filled with energy and fun. A place, where diversity is celebrated and everyone can feel like they belong. A place for you. Not only that. As a Team member you get to make the most of our top-of-the-range facilities, such as state-of-the-art gyms, luxury Spa Retreats, indoor and outdoor pools, a range of racquets sports which can be played all year round, crèches, restaurants and much, much more.

As part of our Member Support team, you will enjoy a great range of benefits that you'll be hard pressed to find anywhere else in the industry:
• Free Club Membership for you and your family
• Discounts on our products such as Swimming / Tennis Lessons and Personal Training.
• Unlimited 50% discount on food and drinks
• Opportunity for advancement and career progression
• Balanced shift patterns
• Learning and Development Opportunities.
• Wagestream App allowing you to be paid on demand
• Benefits Suite
What will I be doing?
• Supporting the Team Leader, coaching and training the hub team and offering guidance where needed to ensure consistency in our member service.
• Supporting the hub in the Team Leader's absence.