Member Services Team Leader NEW PureGym Posted yesterday Competitive Leeds

PureGym Limited; Leeds; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading fitness company seeks a Member Services Team Leader to inspire and manage a customer service team in Leeds. This pivotal role requires strong leadership, problem-solving skills, and a commitment to exceptional customer service. Join a dynamic team dedicated to delivering a positive experience for all members, while benefiting from a flexible work culture and attractive perks.

Benefits

Gym membership for you + 1

Flexible working culture

Personal private healthcare

Life insurance

Company pension contribution

Holiday purchase scheme

Enhanced maternity pay

Qualifications

• Strong leadership skills from a customer-service environment.
• Understanding of voice, digital, and social media customer journeys.
• Proficient in MS Office, particularly Excel and PowerPoint.

Responsibilities

• Lead the team to deliver exceptional member experience.
• Oversee performance reviews and development plans.
• Support recruitment and training initiatives.

Skills

Leadership

Problem Solving

Communication

Organisational Skills

Time Management

Tools

MS Office

Job description

Lead and motivate the team to deliver an exceptional member experience. Inspire the very best from team members, encouraging an engaging and motivated team environment. Oversee ER and HR processes with support from the Team Manager. Support department performance by managing teams KPIs and SLAs.

The Team

Member Services is a digital first contact center with a strong focus on offering an exceptional member experience.

The role

We have a new opportunity for a Member Services Team Leader to join our busy Member Services team based in Leeds.

In this role, you will support the team in the delivery of exceptional customer service and meeting the department objectives, inspire the very best from team members and encourage an engaging and motivating team culture.

• Working closely with the Performance and Resource Analyst to ensure inbound contacts are handled within the agreed SLA
• Deliver team KPIs in line with Member Services objectives
• Monitor, track and record individual and team performance, including team reviews, appraisals and ongoing development plans
• Liaise with the Team Manager to support ongoing training and development requirements. You will record and track this and deliver ongoing coaching and feedback to the team
• Liaise with HR and the Team Manager to ensure required management admin is completed in a timely and accurate manner
• As required, deliver and support formal performance meetings, including investigation, disciplinary, absence hearings, probation reviews including recommendations for next steps
• Support recruitment through involvement in recruitment events and interviews
• Ensure good communication throughout the team using 1:1 meetings, welfare meetings, daily digest, team briefings and huddles

The person

This role is key in the delivery of exceptional customer service to both internal and external customers. If this sounds like your perfect next step, here is what we’re looking for:

• Strong leadership skills gained from a customer-service environment, enabling you to lead on continuous improvement and gain buy-in from all team members and colleagues
• A good understanding of voice, digital and social media contacts and customer journeys
• Able to create a motivating and engaging culture for the team
• A natural problem-solver, with a solution-oriented approach
• Takes ownership for performance and ensures that all targets are met
• Can positively challenge to bring out the best in others, and can build strong working relationships and networks to enable success
• Strong communication, organisational and time-management skills
• Commercially aware and uses knowledge and experience to drive success of PureGym
• Able to multi-task effectively, particularly in a fast-paced environment
• Resilient and passionate about their role
• Proficient in MS Office including Excel and PowerPoint

The Benefits

• Gym membership for you + 1
• A truly flexible working culture
• Personal private healthcare
• Life insurance
• Company pension contribution
• Holiday purchase scheme up to an additional week.
• Enhanced maternity pay

#LI-AS1and #IndeedHP

Show more

Take a second to tell us how your experience is going:

Applications are no longer accepted for this role