Happy New Year all!
Pop the kettle on - some important news and updates for everyone
Team news, a job opportunity and a brief outlook for this year.
But first…..Fitties Of The Year
Pamela and I had some much overdue time off over xmas so I’ve been off FB and not managed to catch up with all the individual posts - so I just wanted to say a big well done to
Janet Ash, Alison Quinn Fiona McKenzie Collard Louise Anne Blakeburn Helen GarnhamAlison Glover @Step Kitson
.....on on the various ‘annual awards’ you each won!
We’re hiring (again….eek !) for the client care / customer service specialist role (yes we’ve ‘been through a few’ in this area, but we pride ourselves on not settling until we get thing bang on, not matter how long it takes!)………. as ever, we like to share the opportunity with our member base.
Please do help us out by sharing with your friends, family, and on social media.
All the info here
I’m personally still determined to get our first Innovate Fitness retreats off the ground this year!
Covid put paid to effort 1 in 2020.
Last year was a whirlwind of chaos!
But this year, both Pamela and I are keen to make this happen - IF things go well with the baby and work in general, I’m looking at end of May as possible date for numero uno!
Watch this space………
We also want to eventually re-expand the SoS offering again.
We took the positive decision last year to remove ‘concurrent’ sessions (LGPT and SoS at the same time) as it was putting too much pressure on getting coaching cover……. even though it p*ssed a few people off, we’re pleased we took the decision to ‘protect’ the team, and everyone has commented how much better their work-life balance is .
Having said that, we do want to slowly and strategically grow the SoS offering, as we all believe that Strength Training is such an important training style, especially for a large part of our demographic.
We also intend to overhaul the gym set up, when we sign a new lease on the facility (currently negotiating on horrendous rent increases!) including new paint job, a whole new layout (yup!!!) and a new significant investment in expanding our equipment range, and thus re-inventing much of the LGPT program offering as a consequence.
Expect this around Summer time:-)
(need to get this baby settled in first!)
Last but not least, did you tell you yourself you’ll sort out your nutrition after eating one too many mince pies?
But the reality is that you’re nodding along to this whilst eating a delicious mince pie covered in delicious clotted cream?
If so, and you want to break the cycle and get on top of your nutrition, Pamela has a couple of spots left in the next cohort start date next Monday of our 6 week nutrition and accountability coaching program.
You can bolt it onto an existing membership - you just need to comment ‘me please’ below, or message the client care inbox
On behalf of all the team, happy new year, and we’re super excited to continue growing, improving and embodying the #BeMore ethos !
Please check out the overview below and then get in touch if you'd like to have an informal chat to find out more!
Are you passionate about solving customer issues with your friendly, infections personality?
Have amazing attention to detail?
And love all things health & fitness?
If so, we need to talk :-)
Reporting to and working with Kate, you will.........
> Help us smash our client retention targets and take our overall client experience and customer service to a new level!
> You’re here to be the trusted person known for being ‘behind the inbox' and at the end of the phone who’s always willing to help
> You’ll deliver outstanding customer service and resolve all client & membership queries, quickly and efficiently - doing so in your own unique, friendly and warm style (no generic ‘corporate’ style interactions here!)
> You’ll be part of our mission to be the best part of our client’s day, every day.
DUTIES - CUSTOMER SERVICE
* Managing our busy customer service SMS & email inboxes daily - resolving all queries
* Proactively picking up the phone to help clients, promptly and efficiently
* Sharing client feedback with the team with the objective of constantly improving our programs and service
* Manage our member’s only Social Media group
DUTIES - MEMBERSHIPS & BILLING
* Checking and amending client membership information
* Managing membership & billing change requests
* Resolving payment issues
* Processing membership tier change requests
* Chasing membership contracts and filing online
DUTIES - RETENTION & RENEWALS
* Help with the onboarding and ‘early stages’ of our client’s journeys
* Speak to clients looking to leave, and aim to save at least 25%
* Proactively spot people who are disengaging and use initiative to re-engage them
* Send relevant, outbound messages to different segments of our membership base
* Coordinate retention and renewals activity with the Ops Manager
* Design end weekly newsletter to our members
FANCY A CHAT?
Email CV and a few words to Chris@innovatefitness.co.uk
Kate and I will be in touch asap :-)