Management of CRM customer queries regarding services via email and telephone communication quickly and efficiently.Taking inbound calls from customers for both one-off and regular services explaining the benefits and confidentiality of the services.Quoting of customers and pricing of services via email and telephone.Internal communication with accounts, operations, and account managers/higher management regarding answering customer queries about invoices, getting customers dates for their services and resolving issues for customer.Team meetings to discuss and explain the needs/benefits to customers of the services.Management of larger regular service customers I have signed up for regular services.Providing great customer service both via email and telephone communication.Taking and handling customer complaints and resolving efficiently.Booking in the services of between 200-250 different customer on average each month.Training of new members of staff and answering general pricing and knowledge of the business-based queries from existing staff.Working within a team to ensure all customer queries are responded to efficiently and with great customer service.

Manage a team of around 12-15 staff.1-2-1 documented at least once a month with all PT’s and gym floor staff to ensure they are performing to their expected level. If not, offering them advice and setting them tasks in the form of SMART framework to ensure they can begin to perform at expected levels.Ensuring the standards of the gym and cleaning of the gym/studio equipment had been upheld and is being done regularly. Helping the team when needed.Ensuing all gym classes are staff and scheduled on the class ABS booking system for member.Ensuring the gym floor rota is set, 5 weeks in advance, that the floor is fully staffed, the holiday from staff is covered and all staff members have met contractual hours.Helping staff with booking holiday and ensuring there is ample cover before holiday is approved.Manage the staff to achieve KPI’s for member participation in classes and PT’s sessions demands are met.Approved holiday requestsSubmitted gym floor staff payroll - making sure all hours on the system are correct to make sure staff are paid correctly for the hours they have done.Submitted payroll for PT’s ensuring all sessions they have carried out have gone ahead and they have paid correctly.Submitted/cancelled customers direct debit for PT sessions on the system.Answered email queries/complaint handlings with unsatisfied club members external and dealing with internal emails from colleagues.Delivery of gym classes to members.Delivered gym inductions to members.Ensuring cover is made for classes and gym floor when sickness is called in. Reporting the sickness/absence on the payroll system.Ensuring targets of the amount of PT sessions per week and month are met by PT staff and class participation levels were met.Planned club fitness/gym events such as club marathons, free taster sessions etc. to help boost numbers and give members the opportunity to get involved.

The opening and closing of the club -checking the everything is clean/premium/functions, checking fire exits, everyone has left the club for the day/following day.Checking the panic alarm buttons to ensure safe function in case of emergency.The undergoing of pool checks to test the PH and temperature of the and the pool headcounts of individuals when lifeguards are not in every 15 minutes.Covering of the poolside lifeguards for up to 10 minutes if neededManagement of any face to face and emailing in customer complaints and actioning and resolutionManagement of all staff on duty.In charge of any incident, accident or emergency on the day and calling the relevant authorities/emergency services if needed/ giving first aid if needed raising of incident or accident on the system to be revived by the health and safety team and report to RIDDOR if needed.Assisting members of staff in any department where help is needed.Delegating tasks where needed to maintain the premium standards of the club.Club walk arounds to inspect the standards of the clubs are upheld.Reporting and actioning any issues found myself and/or reported by staff or members.Signing in and out contractors working on maintenance of the club.Managing and solving the issue of staff sickness on the day called in on the day and actioning/sourcing for cover to be made.Writing a hand over of all issues and what has happened on your shift for the duty manager taking over from your shift/the following day.

Manage a team of around 10-12 staff, both in the kid’s club and creche staff,Manage the staff to achieve KPI’s for member participation in classes.Staff 1-2-1’s to ensure they are keeping children safe and are competent at ensuring the safety and deliver good sessions for all children.Ensuring staff are keeping up with the cleaning of toys as per the weekly cleaning schedule and helping the staff myself where needed.Helping staff with booking holiday and ensuring there is ample cover before holiday is approved.Approving holiday requests.Ensuring the kids club and crèche rota is set 5 weeks in advance and that the floor is fully staffed and the holiday from staff is covered, and all staff members have met contractual hours.Ensuring cover is made for classes/sessions when sickness is called in. Reporting the sickness/absence on the payroll system.Planning club parties/events on a regular basis and ensuring the safety and smooth operation of the children’s party event and ensuring staff ratios are met.Planning and selling children’s birthday parties and delivering them myself/staffing them.Scheduling on ABS booking system of kid’s club sessions and crèche (paid) sessions for members to be booked in.Answering email queries/complaint handlings with unsatisfied club members external and dealing with internal emails from colleagues.Delivery of family induction sessions to advertised to new members what they can book their children into and do as a family.Reporting weekly on the safe functioning and cleanliness of all kid’s club areas.Observation of kid’s club and creche sessions to ensure that all staff are carrying out fun and safe sessions for child members.Ensuring every new and existing child member has a CID (and health care plan if needed) informing us of any needs/allergies the child has.

Safety check before and after opening to members and reporting/removing anything that is broken/unsafe.Cleaning and checking of equipment on gym floor. Ensuring all equipment is tidy and the gym looks premium.Running classes for members on gym floor and outdoor classes in exercise area.The undergoing of pool checks to test the PH and temperature of the and the pool headcounts of individuals when lifeguards are not in every 15 minutes.Running of gym induction sessions to assist new members with how to use the equipment and provide exercise plans and the best way to achieve their goals.Assisting with member queries about equipment, offering advice etc.Walking the gym floor to be available for members on the gym floor if they need assistance.

Delivering of age appropriate, fun sports and arts and craft sessions to ages ranging from 3-11 years old.The ability to control a room of 30 children’s behaviour whilst ensuring they enjoy their session and ensuring the safety of children.Cleaning and checking of equipment/toys and keeping up with cleaning rotas set. Ensuring all equipment is tidy and the area looks premium and is a safe/clean environment for the children.Safety check before and after opening to members and reporting/removing anything that is broken/unsafe.Reporting bad behaviour to the relevant person. I.e., the parent or serious, the parent, and supervisor/duty manger. Reporting via filling out an incident or accident form if something happens.