Customer Experience Assistant

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.

Expected hours: No less than 20.0 per week

Work Location: In person