We're hiring!!
Please check out the overview below and then get in touch if you'd like to have an informal chat to find out more! _______________________ HOURS
BENEFITS
___________________________ ROLE OVERVIEW 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 ===================== REQUIREMENTS: KEY skills
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_________________ FANCY A CHAT? Email CV and a few words to Chris@innovatefitness.co.uk Kate and I will be in touch asap :-)
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Hey lovely, loyaly fitty! Here’s some useful info as we head into the festive season! Xmas hours Below is the timetable for Xmas eve upto 3rd Jan. As we do ever year, we reduce it down slightly, as demand drops around then, and also gives the Coaches some welcome downtime to spend with their families :-) Office hours (eg when you can expect any messages to us to be checked) will be: - Closed 24th, 26th and 27th - Open 10-2pm 28th 29th and 30th - Closed 31st, 1st and 2nd - Back to normal 3rd Jan Xmas Cards and Prizes We’ve handwritten a lovely Xmas card for each and every one of you :-) The Coaches are doing their upmost to match up a pile of 250, with whoever’s in for a particular session! But do help them out if you’ve not had one yet, by yanking them on the arm and shouting “Oi, where’s my card!?” Oh, and you may find a raffle ticket or two inside them ;-) Winners to be announced in the build up to Crimbo! ___________________________ Xmas Countdown AMAZING engagement and effort from so many of you with the members 21 day xmas countdown challenge. 1st, 2nd and 3rd place winners will be announced soon - we’re giving away £250 of vouchers! You can help the team decide on who engaged the most, by commenting on this post on Facebook ___________________________ Xmas E-Book Yep, another mention of the C-word (or x-word….) And last but not least, you can help yourself to our updated ‘Beat The Xmas Bulge’ Guide free e-book that we send out every year. Click here and give it a nosey - and send on to all of your friends too :) ___________________________ December for free, for a friend Last but not least, we’re giving you the option to let a friend come and workout for free throughout all of December - and doubling your referral prize if they join up in Jan. More info HERE ___________________________ Thanks as ever for all your hard work and commitment - stick at it and keep creating some extra room for those Mince Pies! Also posted in the Facebook group, but here's a copy for those of you who aren't on Social Media......
Those of you who’ve been with us a while, know that we like the run the occasional promotion - to give the chance to get your mitts on more Innovate-y Fitness-y things, saving some 💵 in the process! Context: We’ve not raised our fees for nearly 4 years, and are continually resisting the need to do so as a response to what’s going on in the world at the moment. I want us, for the time being at least, to be able to ‘balance the books’ by instead focussing on doing more promotional activity to new and existing clients. So, have a wee read of what’s on offer below and if something takes your fancy, let us know, and the client care team will sort it out with you :-) ________________________________ OFFER 1️⃣ - 6 week Jan Jumpstart
OFFER 2️⃣ Mini pre-pay #1 - free upgrade in sessions - Pay upfront for 3-6 months, and we will upgrade your sessions availability during those months, to the next tier up. examples 1) if you’re on x3 p/wk training, if you pay for 3 months upfront, we’ll change your training limit during those 3 months, from x3 p/wk, to unlimited. 2) Or maybe if you’re on our x2 per week training with SoS, if you pay for some months upfront, we’ll upgrade those months to x3 per week note: This applies to all applicable memberships - the above are just SOME examples. Your membership will then simply revert back to ‘normal’ monthly payments, as is now :-) ________________________________ OFFER 3️⃣ - Mini pre-pay #2 - free 6 Week Nutrition Coaching bolt-on
OFFER 4️⃣ - 2 full months of membership for FREE (save upto £300!) Pay for en entire year on any LGPT or SoS membership, and get 2 months membership absolutely FREE (depending on membership level, you can save upto £298 !!) We also have payment plans on some of these options…….ask for details if you’re genuinely keen! note: this also locks you in against any price increases for the whole of 2023… ________________________________ OFFER 5️⃣ - 50% off Class Pack bolt-ons Buy a “bolt on” pack of 32 extra Large Group PT sessions for just £99 - usually £200 OR Buy a “bolt on” pack of 32 SoS sessions for just £150 - usually £300... (you must be an active SoS member to get this SoS class-park offer) 6 month expiry date so LOADS of time to use em up ________________________________ We’ve always worked hard to ensure that we’re balancing out “member only” offers and promotions” with some of the “new client only” offers and promotions, so here’s our ‘members' only’ opportunity to ‘fill yer boots. IMPORTANT: Any questions or interest, please text us on 07741 428 178 and one of the team will help you out :-) These offers expire in 7 days (eg. you need to choose and pay, by Wednesday 23rd November) Happy ’shopping’ to those who are keen:-) It's that time of year again - time to have some fun, focus, fitness, food.....and funny pics!
We run the 21 day crimbo countdown challenge every year as a a way of getting some extra focus on the run up to xmas, whilst also having fun in the process. Oh, and we've decided to give away £250 of vouchers for taking part. £150 to the winner £70 to the runner up £30 the third place. These will be chosen by the team based on who most engaged in the daily tasks and shared the best / most amusing / interesting / insightful content! The details. WHEN Start Monday 14th November End Sunday 4th December WHAT 21 days of short home workouts with follow along videos of every exercise 21 days of mini tasks to do 21 days of nutrition focus (with full plan and guidelines) 21 days of getting a few pounds off ready for the PARTY season HOW Via our iCoach app (also known as 'Trainerize' in the app store) TO GET STARTED 1. Complete THIS FORM 2. Wait a few days for us to set up your account in the app and add the program content 3. Watch the video link HERE before the challenge starts 4. Start the challenge on 14th November 5. Wake up on 4th December, a bit slimmer, a bit fitter, and in an AWESOME mood :) Happy Friday We wanted to post on this members’ news blog - which we’ve not used in a while - to reaffirm some of the updates that Kate mentioned in her Facebook Live video earlier this week. 1. We’re super excited that we have two eager beaver clients who have just started their level 2 fitness coaching certification, and should be ready to be welcomed into the team as part-time coaches towards the end of October! There’ll be a few nerves at first, but it’s just a matter of getting ‘plenty of reps in’, and before long, coaching feels like driving a car! 2. Nathan has taken an opportunity at another gym, to pursue his long-term passion of rehabilitation training (which is what his background is). He’ll be sorely missed, but is a great opportunity for him to do what he’s most passionate about, and he’ll still be around all of September, so make sure you stick your head into his cupboard and wish him luck! 3. We’re also looking to announce one and hopefully two, more experienced new coaches in the near future - watch this space!!! 4. There’s been a lot of conversatons internally around wellbeing - we’re actually called Innovate Fitness & Wellbeing! Working in fitness is ‘working unsociable hours’ - and it’s accepted as part of the gig. However, for a long time, it’s been quite a stretch on evenings, to ALWAYS ensure we have sufficient coverage, purely because of evenings where we run concurrent sessions. It requires 8 evenings a week of coaches being available, and for a small team, it’s always been tough. Clients don’t see this - they just see us ‘showing up’ and delivering. But when someone’s off sick or hols, it puts an enourmous strain on the team. With that in mind, we’re moving a few of the sessions around on the gym timetable - not taking anything away - just moving it, so that only one Coach per evening needs to be present. Please check things out from w/c 5th September. 5. Xmas - sorry to mention this but Gemma is an xmas addict. And we have two things to mention on this. Firstly, save the date! The xmas do will be Saturday 3rd December. More info to follow, but please do pop it in the diary, it's always fun and a great way to get to know other members without their lycra on! And secondly, our annual 'Crimbo Countdown' challenge will take place end of October / start of November. It's a free members- challenge that's LOADS of fun - with daily tasks / mini challenges to do - that range from something simple and healthy to something obscene and funny! Watch this space too! 6. Lastly, for those of you with kids - they're going back soon, yay! And that conicides perfectly, with some of our 'freshened up' programming - Kate's spent a lot of time rejigging various bits, and we've already had some feedback about them being more varied, more fun, more challening.....and a few more aches and DOMS! Thanks for reading. As ever, please send any queries direcrtly to the Client Care inbox:) cheers Chris and the Innovate Team EXCITING NEWS: Brand New ‘Refer & Reward’ Program
We’re delighted to announce our brand new Refer & Reward program, starting today. Where you can earn CASH - and your friend can earn free stuff and / or a discount on getting started with us. How’s it work?
A quick bit of context & background (to answer some questions we’re half-expecting)
We’re super excited about being able to launch this effective today - and we’ve always believed that finding new clients who are friends (or family) of our already existing amazing clients, is the best way of doing things:-) Any questions, please contact admin@innovatefitness.co.uk or text us on 07441 428 178 Thanks Chris and the team #BeMore Hello 'Sisters' !
As you know, when we relaunched S.o.S, some of the memberships were just that, a launch offer. Heading into 2022, we'll be amending some of the pricing to the 'correct' levels. These are relatively small changes, and only affect some clients (depending on current m'ship level).
These changes are effective from January 1st - BUT, for current clients (eg if you're reading this) it will be effective as from Feb 1st - because xmas :- ) If you wish to make savings, we have 12 months PIF (Paid In Full) options where you pay for 10 months and get 2 free. The 2021 PIF pricing is:
NOTE: We will also be changing our PIF terms, next year, from buy 10 get 2 free, to buy 12 get 2 free (for large group as well as SoS), so if you wish to take advantage of the current 2021 options, we ask that you do this before December 21st. Hopefully you can see that in effect, we're simply raising 1 of our memberships by £10p/m, and 2 by £20pm, as outlined as the start of the relaunch of Sisters, and closer to where we believe the pricing levels should be for this more 'bespoke' level of Coaching:-) Nathan is your man to talk through, ask questions etc. Thanks for reading, thanks for your support, and happy lifting! Chris & Team Innovate This is a quick overview of what's going down.
We've posted on FB a few times, but putting it here too incase you missed it :-) WHAT ? - FREE fun 21 day online challenge to follow along away from your sessions - Delivered through our iCoach app - Daily workouts to do at home (no kit required) with video demos - Optional stretch routines if you prefer something a little 'slower' and 'gentler' - Weekly theme / habit to focus on and track - Follow or track your nutrition WHY? 1. A bit of focus before xmas 2. A bit of fun and additional engagement / challenge 3. An opportunity to ‘kickstart’ any plataeus or stalling you might be going through this time of year. WHEN? - It’ll run for 21 days, starting Monday 15th November - Just in time for the xmas party season! - £5 per person - this is purely to cover the cost of each additional app user for the 21 days. Awards will be handed out - Most steps (you can log these in the app) - Most weight lost (you can log this in the app) - Best body change pics (chosen by coaches) - Most workouts completed It’s totally optional which bits to participate in, and which bits not to. It’s just for fun and focus! HOW TO GET INVOLVED
Dear Fitties, here is some more info on our Charity Challenge Day- we are raising funds to support Breast Cancer Now. We will be holding workouts in the gym at 8am, 9am and 10am on Saturday 23 October. You can book onto a session through GoTeamUp. Once booked you will be prompted to go to our justgivingpage to make a donation to Breast Cancer Now. Please donate what you can. Here is the link if you want to make a donation now: www.justgiving.com/fundraising/innovatefitness On the day, please WEAR PINK if you can - and feel free to come down to the gym if you are doing a workout or not - you are all welcome even if it’s just to cheer on your fellow fitties, have a chat with Nathan about Sisters of Steel, or to see the lovely lingerie on display from Sheer Bliss who will be chatting to us about the importance of getting bras correctly fitted! Heck Food will be here with their new range of chicken cooked snacks for us to sample. And we have an amazing collection of prizes to be awarded to some lucky members who take part in the workouts - these will be drawn after the workouts are completed- so get yourself booked in to be eligible……. Can't wait to see you all! Team Innovate We're giving all our online members MORE access to training for less. This is to help combat a few tweaks to the timetable that we're making. Read on below to find out more.......... Up until now, online membership are: Sessions & Price: Unlimited = £65pm 13pm = £49pm 9pm = £39pm From mid September, we are making the £49pm membership an unlimited membership option. Yup. We're giving you unlimited access. And if you're currently doing unlimited and paying £65pm, we're going to start charging you LESS. The two new options will be: Sessions & Price: Unlimited = £49pm 13pm = £39pm timetable changesSadly, we're having to get rid of online training on an evening, as an option- from mid September.
The numbers just aren't working. We appreciate this will frustrate the handful of you who DO attend online on an evening, and we simply ask you to understand things from our position. This is PART of the reason why we're "moving the line" of what you get for your membership above. We'd love you to still make it work with us, and don't forget, you also get unlimited access to On Demand sessions. As ever, like you, we're always doing our best and in an ideal world, will get back to 'fighting fit' as a business where we can put on all the sessions (gym, online, SoS) that everyone wants. |
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