Member Care Advisor

40 Hours |London
Salary per annum: £28,000

Urban Gym Group is looking for a Member Care Advisor to join our head office team. You'll be the go-to person for our members, supporting them throughout their journey with us via online channels. From onboarding new members to keeping long-term members engaged, you'll make sure every interaction feels personal, smooth, and part of the UGG experience. With your service mindset and commercial awareness, you'll help members stay motivated, connected, and excited about being part of our community.

• Communicate with our members through our ticket system, live chat, and social media platforms (no phone channels are used at the moment)
• Accurately record conversations with our members
• Inform and advise our members about our services

• Put member satisfaction at the heart of everything you do and consistently deliver high service standards
• Have a proactive, solutions-focused mindset and enjoy turning challenges into opportunities
• Are commercially driven: you understand how to retain members, spot upsell opportunities, and contribute to business growth
• Communicate fluently in English, with strong written skills and an eye for detail
• Thrive in a fast-paced, team-oriented environment and can work effectively across departments
• Bring a passion for fitness, well-being, and Urban Gym Group's energetic, urban style - and know how to share that enthusiasm with others

We offer

• Participation in development program (host, hospitality manager, club manager)
• 25 days holiday (based on full-time employment)
• Exchange of holidays
• Pension plan to support your future
• Well-being matters: you and your family get unlimited access to OpenUp, our mental health and well-being partner
• Unlimited access to all our first-class clubs for you and a +1