JOB SUMMARY
We are seeking a motivated and personable Customer Experience Assistant to join our team at Square One. This is a sales-focused role at its core: as the first point of contact for members and guests, you will be responsible for converting enquiries into memberships and supporting member retention, while helping to create a welcoming and professional environment. The ideal candidate will combine a genuine passion for fitness with a proven ability to build rapport, promote our services, and deliver results against clear targets.
KEY RESPONSIBILITIES
- Manage the member journey from initial enquiry to sign-up, converting walk-ins, phone calls, and online enquiries into tours, trials, and new memberships.
- Log and follow up all leads through our CRM, ensuring every enquiry is actioned promptly and consistently.
- Promote the full range of services, memberships, personal training, classes, café, and merchandise, and provide tailored recommendations to members and guests.
- Handle membership sign-ups, renewals, and retention conversations to reduce cancellations.
- Greet and assist members and guests with enquiries in person, over the phone, and via email.
- Process payments, issue receipts, and maintain accurate membership records.
- Book in enquiries for gym tours, fitness class trials and similar.
- Address customer complaints and concerns in a timely and professional manner.
- Promote gym events, services, and merchandise to enhance member engagement and retention.
- Support the creation of a strong social media presence and contribute content for posts.
- Serve customers in the café area, delivering a consistently welcoming experience.
- Maintain the cleanliness and organisation of the front desk, reception, and gym floor, ensuring facilities are always clean and accessible.
- Support the wider team with administrative tasks as required, and ensure compliance with gym policies and procedures.
PERSON SPECIFICATION
- A sales-minded approach, with the confidence to convert interest into commitment and work towards clear targets.
- Previous experience in customer service, sales, fitness, or hospitality.
- Strong communication and interpersonal skills, with the ability to multitask and manage time effectively.
- Proficient in using computers and customer management software.
- A passion for health and fitness, with knowledge of gym services and equipment.
- Flexibility to work early mornings, evenings, weekends, and holidays as required.
- Level 2 Fitness Instructor qualification is desirable but not essential.
BENEFITS
- Competitive salary and holiday allowance.
- Pension and free gym membership.
- Opportunities for professional development and career advancement.
- A positive and supportive work environment, with staff social events.
Work Location: In person
