Job Title: Customer Service Advisor
At GLL, our Customer Service Advisors are not just problem solvers but customer delighters. They are the key to our Success, dedicating themselves to achieving the highest first-contact resolution and quality assurance levels. To excel in this role, you should be self-motivated, results-driven, and possess excellent verbal and written communication skills. More importantly, you must have a genuine passion for providing exceptional service by actively listening to and supporting customers needing help or advice. This is not just a job but a chance to make a real difference in our customers' lives.
Our Customer Service Advisors enjoy working in a fast-paced environment where every day is different and get a real buzz about solving every problem. They are resourceful, fast-thinking solution providers.
We are looking for full-time Customer Service Advisors, 40 hours per week.
Full-time salary £27,448.08 per annum, based on 40 hours per week .
We are not just another contact centre where you work against aggressive sales targets; we drive sales by delivering a fantastic service. We are a Customer Service centre, and your job is to have great conversations with our customers!
Induction and Training:
You will receive an interactive induction training programme, including visits to our leisure facilities, system and skills training and team observation. Total attendance is required to complete the induction training.
What you need:
Positivity and a can-do attitude
Passion and personality
To be an effective team player
Passionate about service – always looking to deliver the best possible service you can at every opportunity
Minimum of 12 months experience in a face-to-face Customer Service environment or within a contact centre within the last five years
Strong verbal and written communication skills
Excellent listening skills supported by a warm, friendly, and confident manner
Strong administration skills, computer literate, able to use Microsoft packages
Open to learning from customer feedback, acknowledging and assessing feedback, and actively seeking out ways to improve the journey for our customers
Flexible approach to tasks and workload
An array of practical soft skills
Knowledge of the Company and Products desired
Knowledge of contact centre systems such as Zendesk desired
Knowledge of outbound prospective customer interactions
Knowledge of telephone sales
Understanding and compliance with UK GDPR and the Data Protection Act 2018
What you will do:
Connect with customers via telephone (inbound and outbound), email, social media, and web chat, always ensuring that customer requests are handled professionally and courteously by listening patiently, empathising with the customer where appropriate and demonstrating a genuine desire to help and support them.
Make the most of each interaction, using the opportunity to identify customer needs and find solutions, ensuring you put the customer at the heart of the process and maintain strong quality output.
Use your initiative and problem-solving skills to find the best outcome for the customer.
Use your fantastic product knowledge, passion for GLL, and our purpose to support customers in becoming members.
Take ownership of your performance, constantly challenge yourself to be your best and be proactive about your development and growth.
As a leader within the leisure industry, we offer a unique job variety and a platform for you to progress your career. This is an opportunity for you to grow personally and professionally, unlike anywhere else.
In return, you will get the following:
A values-driven organisation
Learning & development to support career development
Discounted gym membership for you and your partner
Industry-leading rates of pay
Opportunity to join the GLL Society and have a say in how our organisation is run, plus associated social events
Exclusive discounts on villas in Portugal
Exclusive discounts on our Ski chalets in Bulgaria
Career pathways and professional development are just the start - We also provide training with practical and theoretical elements to ensure you stay at the top of your game
Discounts across thousands of retailers
25% off Red Letter Days
25% off Buy a Gift
25% off at Headmasters Salons
20% off GLL spa experience treatments and associated products
Ride to work scheme
Eye tests paid for, and up to £200 towards some new specs
Employee Assistance Programme
Our Opening Hours:
Monday to Thursday – 7:45 am-9:15 pm
Friday – 7:45 am-6:15 pm
Weekends – 7:45 am-4:15 pm
