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 will 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. Full-time salary £27,448.08 per annum based on 40 hours per week.

We are not just another contact centre where you are expected to work against aggressive sales targets. Our sales are driven by 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 meeting the team.

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 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 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. Ensure that the customer is at the heart of the process and that you 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 unique opportunities to progress your career and job variety.

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
• 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 we serve and help us make real changes in their local area.

One of our core values is ‘More than a Job’, because working with us opens up a wide range of possibilities and opportunities for you, starting with how you work with us. To make sure we’re having a positive impact on our people, we also offer some flexible and part-time working options so you can make sure your new job works for you. Subject to vacancies, whether you are after a contractual commitment and a regular work schedule or the freedom of flexible hours, you may be able to choose an arrangement that works best for you and play your part in improving the health and wellbeing of your community.

We offer two different types of work arrangements:

• A permanent employment contract – part time and full time
• A flexible worker engagement by joining our flexible worker pool

If you are looking for a regular number of hours that you can work, and are flexible to meet the needs of a 7 day a week service, then a full-time or part-time permanent contract might be the right choice for you.

So whether your ambitions lie in sport and leisure, events & catering, health & beauty, corporate support or working with children, you’ll be able to find your ideal new job at GLL.

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

However you choose to work with us, you can be sure that you will be a valued member of our team, working with great colleagues, and making a real difference to people’s lives.

We are an inclusive employer. We seek and welcome diversity in our teams.

All pay rates are subject to skills, experience, qualifications and location.