Central Administrator (Customer Service) - #1101034

In a nutshell
This gig is all about being a detailed super human; processing and reviewing new memberships,
accurately maintaining our member management system, promptly collecting memberships fees,
whilst delivering breathtaking customer service to ensure extraordinary member satisfaction.

A day in the life

• Provide heartfelt service and create genuine, memorable experiences for our members in
  line with our customer experience strategy (and Service Promise).
• Partner with clubs to support all customer experience touch points.
• Assess and respond to all member queries that come through the WeCare inbox or hotline
• Process all cancellations in line with the guideline with the aim to save as many members
  as possible.
• Produce cancellation reports to determine trends to better enhance our customer
  experience.
• Assess and process membership requests that come through the central admin inbox or
  through miscellaneous requests.
• Process and review new memberships through the member management system.
• Review and process new memberships through the member management system and
  coordinate with club sales teams on any issues.Record all communication with members
  and make amendments as required.
• Complete arrears calls in line with guidelines to achieve agreed targets to minimise future
  arrears and debt write off.
• Complete all relevant tasks in line with the member life cycle.
• Ensure member information is handled in line with the privacy guidelines and maintain
  strict confidentiality to ensure it is not disclosed to any third party.
• Take ownership of individual member feedback and complaints and escalate member
  appropriately.
• Produce daily, weekly and monthly checking reports to ensure high quality of data is
  maintained in the member management system.
• Find ways to give that little bit extra… especially when it’s unexpected.

To land this gig… and your ongoing mindset
• You have 2+ years of relevant customer service or Administration experience and flexibility
to work a non-traditional schedule.
• You're a detailed super human!
• You love to create meaningful moments for people.
• You know what it’s like to work with a high profile consumer brand and the value of a welloiled
machine.
• You may also have some retail or hospitality sector experience. A+ for you

• You are people-focused.
• You’re warm, honest and genuine.
• You get a kick out of creating unexpected experiences which make people go wow! Going
  over and above to deliver impeccable customer service makes you feel warm and fuzzy
  inside.
• You listen intently.
• You speak eloquently.
• You are driven. You’re perceptive, you ask questions and you strive to understand.
• You enjoy solving problems. You don’t get flustered easily.