Third Space is a collection of luxury health clubs in London; individual in style, bound by a common philosophy: to provide outstanding fitness spaces that members feel are their own. Our people are the creators that bring the space to life. We’re a team of motivators, inventors, and coaches; always striving to grow and evolve. It’s not just a job, it’s a lifestyle. We inspire our members to fulfil their lives and they rely on us…and we wouldn’t have it any other way. This is our space. With the opening of brand new, extraordinary clubs in inspiring locations across London, alongside the development of our digital offering, this is the time to come on board the Membership team at a company that genuinely strives to be the Best in Class. We’re looking for a Membership Manager who will work between our Support Offices (in Canary Wharf & Soho) and the clubs. You'll play a crucial role in driving member satisfaction and delivering our vision to be the Third Space for our members, inspiring them to be their personal best. With a focus on retaining club members by delivering expert, reliable customer support and best-in-class member experiences through all contact methods. You'll ensure all member details are up-to-date, direct debits are valid, and memberships are paid. As a Membership Manager you will be responsible for: General member queries, being initial point of contact for all inbound member enquiries and complaints Retaining members who may have expressed an interest in cancelling their membership by discussing what our club has to offer them based on their cancellation reasons. Contacting members to recoup their failed monthly direct debits. Managing a fast paced workload with a focus on quick and accurate responses to drive first time resolution Taking accountability for delivering a best in class solutions for our members Key success measures including: Response & Resolution times Member satisfaction First Contact Resolution The ideal candidate will also be able to manage difficult conversations and take care of any negative feedback by proactively addressing this with the customer to ensure a positive outcome is reached. This varied role will also involve administration tasks such as adding member credit, processing freeze/cancellations/amendments, housekeeping checks, telephony. Use the database effectively, logging all member communication and activities. This role requires an individual able to work in a fast-paced environment with high levels of energy and resilience. Skills and attributes required: Experience in a Customer Service environment Ability to provide exceptional service standards Resilience and positive attitude; thrives in a supportive, community working environment Strong organisational and administrative skills Proficient understanding of Microsoft packages (Windows, Excel, Outlook) A confident and clear communicator Excellent attention to detail This is a full time permanent role working 40 hours a week on a rota basis. Shifts will include start times of 08:00, finish times of 20:00 and weekend working.