About The Role

Bannatyne health clubs are the largest independently owned health club operator in the UK, offering state of the art facilities to over 190,000 members. Working for the company is much more than just a job; dedicated to their members, the company employs people who are passionate about the business. 


Applications are invited for a Customer Support Advisor to work within our Contact Centre in our Head Office in Darlington (Flexibility is essential as you will be required to cover evenings and weekends).


You will be responsible for the management of customer interaction via social media channels (Facebook, Twitter, Instagram), and review websites (Tripadvisor, Facebook, PayAsUGym). You will be expected to assist in the development of market-leading CRM processes and will be trusted to reflect the company brand on highly visible social media platforms, and source information and construct responses accordingly.


You will also act as a specialised customer care team, responsible for handling a variety of complaints via multiple channels (including social media, email, phone and letter).

About the Candidate:

Typical work activities include but are not limited to:

  • Monitoring company social media feeds, and responding to customer enquiries/complaints in a timely fashion.

  • Sourcing information from colleagues within the business, in order to construct appropriate responses to customer enquiries within a given time frame.

  • Maintaining the expected response time KPI.

  • Responding to reviews via multiple channels.

  • Enhancing The Bannatyne Group’s brand image on social media by providing market-leading customer service.

  • Handling customer complaints via social media, email, phone and letter.

  • Reporting on complaints/enquiries, and providing a summary to key business stakeholders.

  • Any ad hoc tasks deemed appropriate for your ability and role