Customer Service Advisor

Job Title: Customer Service Advisor - Customer Service Centre, Royal Arsenal Woolwich

GLL Customer Service Advisors go the extra mile to delight customers, always striving for the highest standard of first-contact resolution and quality assurance. To succeed as a Customer Service Advisor at GLL, you will be a self-motivated, results-driven individual with excellent verbal and written communication skills. You’ll have a real passion for delivering the best service by actively listening to and supporting customers who need help or advice.

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. The full-time salary is £25,232.25 per annum based on 40 hours per week.

We aren’t just another contact centre where you are expected to work against aggressive sales targets. Our sales are driven through amazing 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 training, and team engagement. Total attendance is required to complete the induction training.

What you need:

• Positivity and a can-do attitude
• Passion and personality
• Be a great 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 customer journey.
• Flexible approach to tasks and workload
• An array of useful soft skills that can be applied to a customer support role
• 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

What you’ll 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 can also offer scope to progress your career and job variety like nowhere 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 we are 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. To ensure you stay at the top of your game, we provide training with practical and theoretical elements too
• Discounts across thousands of retailers GLL Extras
• 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 email: payroll@gll.org
• Eye tests paid for, and up to £200 towards some new specs
• Employee Assistance Programme via Health Assured

Our Opening Hours:

• Monday -Thursday 7:45 am-9:15 pm
• Friday – 7:45 am-6:15 pm
• Weekends – 7:45 am-4:15 pm

About GLL:

As the UK’s largest leisure operator and charitable social enterprise, we offer a range of careers for everyone in our local communities. We manage over 400 facilities across England, Wales and Northern Ireland, including public sport and leisure centres, elite sporting venues, libraries and children’s centres.

Our people are from the communities that we serve and help us make fundamental changes in their local area.

Passionate about seeing our communities thrive, we invest in our facilities, projects and people and are Investors in People Silver Award employer.

We are an inclusive employer. We seek and welcome diversity in our teams. All pay rates are subject to skills, experience, qualifications and location.