JOB DESCRIPTION. Fitness Instructor/Customer Service Associate

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1 JOB DESCRIPTION Job Title: Responsible to: Location Fitness Instructor/Customer Service Associate Deputy Manager Active Life Role Purpose: To provide first line of contact for members of the public who participate in fitness, sports and social activities within Active Life maintaining a clean, secure and customer focused service. The post holder will interact with members and visitors throughout the day, motivating, inspiring & creating a positive environment throughout the centre. The job role is divided between the dual functions of Fitness Instructor and Customer Service Associate. The post holder will be an energetic individual with experience in customer service driven environments; a strong communicator that thrives within a fast paced role, and will inspire through your passion for fitness & service. Organisational Context: The Active Life is managed by local community group - Future Leisure in Coxhoe (FLiC), Registered Charity Number Our mission is to be a community hub and to take a lead role in the development of new and improved sport, fitness, educational and social activities for the improvement of health and well being of the community. In early 2011, Durham County Council earmarked the Centre (known then as Coxhoe Leisure Centre) for closure and as a result the local community launched a campaign to save the centre. Local residents formed an action group in partnership with the people of the community and produced a Business Plan. The application to save the centre from closure was accepted by Durham County Council and in November 2011 the group was granted charitable status and started managing the centre. FLiC is comprised of nine Directors, all of whom manage the charity on a voluntary basis. The Directors have a wide range of skills and experience including Sports Centre Management, Budget Control, Human Resources, Legal, Community Development and Building Management. The Centre has a fully equipped Fitness Centre with an assortment of cardiovascular, resistance equipment, and free weights. Other facilities include a Dance and Group Exercise Studio, X-Biking and a Virtual Group Cycling Studio, Squash Court, large Sports Hall, outdoor floodlit Astro-turf pitch, full size grass football pitch, and an outdoor bowling green used for general outdoor activities. The Active Life is located within the East Durham Rural Corridor Area Action Partnership. The AAP area contains the following communities; Bowburn, Cassop, Quarrington Hill, Coxhoe, Kelloe, Sedgefield, Fishburn, the Trimdons, Bradbury and Mordon. The Centre is located within Coxhoe Park which has a children s playground and skate park. These facilities are still maintained and managed by Durham County Council.

2 Key Accountabilities: FITNESS INSTRUCTOR 1. Provide instruction in the proper use of strength training, free weight and cardiovascular equipment to members and programmed groups where appropriate. 2. Educate members in the proper use of all cardiovascular equipment including treadmills, stationary bikes, cross trainers, rowing machines etc., and help them select the appropriate training programme and training level. 3. Teach members the principles and correct techniques of strength training including use of strength training machines, free weights, and body weight training systems. 4. Consult with members about physical fitness and related topics, and educate members on current fitness principles and research findings. 5. Design personalised exercise training programmes, including programmes for persons with special needs i.e. GP exercise referral, senior citizens, inactive individuals, young people - depending on qualifications and experience. 6. Undertake gym inductions, instruct and advise customers on personal health and fitness programmes - depending on qualifications and experience. 7. Deliver regular fitness training classes, small group exercise classes and/or sports coaching activities as part of job role. 8. Review member s programmes regularly, monitor progress, and adjust programmes accordingly. 9. Provide individual supervision and encouragement during training sessions with members as well as feedback throughout their membership period. 10. Assist in the creation of a pleasant environment within the Centre by building good relationships with members and users, including encouraging their involvement in the Centre activities, seeking their feedback and encouraging them in their health and fitness goals. 11. Be a visible presence in the gym areas, engaging with members and gym users and available to offer guidance and fitness coaching. 12. To ensure the general cleanliness, hygiene, maintenance and preparation of the facilities at Active Life as part of a flexible multi-disciplined team. 13. Ensure all fitness equipment is clean and well maintained. This includes daily checks, recording faults or problems and liaising with equipment contractors. 14. Complete any other daily maintenance assignments as necessary. CUSTOMER SERVICE ASSOCIATE 1. Responsible for providing an efficient front-line service of the highest quality, welcoming all members and visitors at reception, handling telephone enquiries, and keeping the reception area well organized and presentable. 2. Responsible for greeting members and customers on arrival to and departure from the Centre. 3. Conduct sales tours of the facilities and give guidance to prospective gym members and customers on the type of membership category and other services best suited to their needs. 4. Achieve daily, weekly and monthly targets for Key Performance Indicators in sales and income generation. 5. Accountable for accurate cash handling, credit card sales, and point-of-sale transactions. 6. Maintain all aspects of the membership database, ensure that all data is methodically and accurately inputted; deal with administrative member correspondence; update membership records and deal with members and customers enquiries in a timely manner. 7. Provide support to membership administration, including accurate completion of direct debit membership paperwork. 8. Ensure that details of all regular bookings and forthcoming events are entered onto the booking system in good time. Ensure that all block bookings and regular hirers are correctly invoiced and that outstanding debt to the organisation is minimised. 9. Deputise in the absence of the Duty Manager when necessary including end of day cashing-up reconciliation, and bank deposits.

3 10. Ensure that vending and resale products are attractively presented and well stocked. GENERAL All post holders are subject to performance management review. This post is subject to a DBS Enhanced Disclosure. Post holder will: 1. Participate in the development and delivery of successful programmes, courses and events, which will help increase the range of physical and social activity opportunities for members and service users. 2. Maintain a constant knowledge and awareness of current Active activities and procedures, including all areas of programme work within the Centre and in the wider community. 3. Make full use of opportunities to raise the profile of the charity and the Active Life Centre and support the work with the Management team to identify new initiatives, contribute to the generation of new business, and to generate additional income to the centre. 4. Support volunteers and individuals on work placement who may shadow and work alongside staff teams. Post holder may be required to provide training and guidance. 5. Deputise for the Duty Manager in their absence depending on grade and experience. 6. Liaise with the Deputy Manager in the development of promotional literature and promotion of new programmes. 7. Attend scheduled staff meetings as and when necessary. 8. Promote Active by personal example, appearance and verbal communication, which includes wearing uniform in accordance with the Centre policy. 9. Act in a manner which is credible, professional and which promotes a positive image of the organisation. 10. Ensure that all Health and Safety requirements are clearly communicated and adhered to. 11. Undertake and successfully complete appropriate First Aid Training including refresher courses for the provision of first aid to customers when required. 12. Undertake any other reasonable duties, which may be assigned from time to time. 13. Contribute to, and uphold the values of the charity. PERFORMANCE INDICATORS: To achieve targets for KPI s as set down by the Centre Manager for member retention, sales, income generation, and customer satisfaction. To achieve positive customer feedback via customer satisfaction surveys and feedback. TERMS OF SERVICE: Working on a rota basis with other Fitness Instructors and Customer Service Associates, the post holder will be required to work early morning, late evening, weekend and Bank Holidays. The post holder will be expected to respond to any emergency incidents that occur at the Centre whilst on duty. Attendance will be required at special events and promotions. Hours of work will be flexible to meet the needs of the job. As part of the organisation s commitment towards continuous improvement and staff development the post holder will be required to attend appropriate training and development courses as and when required. General The above principal duties and responsibilities do not include or define all tasks which may be required to be undertaken by the post holder. The duties and responsibilities may vary without changing the general character of the duties or the level of responsibility entailed.

4 Relationships: The Fitness Instructors relates with: The Centre Manager, Assistant Manager and Staff Team on a daily basis. Members and visitors to the Active Life on a daily basis. External coaches and self employed instructors on a daily basis. External agencies where Community Outreach activities may be based, or who may use the centre for their own programmes. EFFECT ON END RESULTS: This post is responsible for the quality of the smooth operation of a multi-faceted facility with numerous activities taking place. It has a major, direct impact in member satisfaction & quality staff performance in all departments. Staff Code of Conduct We believe that our community vision starts with our staff and permeates through all our business, so we recognise the need to always protect the image and reputation of Active and Future Leisure in Coxhoe (FLiC). It is therefore a condition of employment that all our employees uphold our principles by positively promoting and representing Active The post holder must: 1. Treat fellow staff, members and service users and visitors to the Active Life the way you would like to be treated too. 2. Maintain a positive attitude: leave personal issues outside of the work environment. 3. Be direct, honest, and professional in all dealings with other staff. 4. Take responsibility for your own job performance, which includes helping to create a positive, healthy, happy climate. Job Description agreed on: Post Holder signature: Job Title: Fitness Instructor & Customer Service Associate Date: FLiC signature: Date: Title: Chief Executive

5 EXPERIENCE AND QUALIFICATIONS Person Specification KNOWLEDGE, SKILLS & EXPERIENCE ESSENTIAL NVQ level 3 in relevant discipline, i.e. a universally recognised fitness qualification approved by the Register of Exercise Professionals First Aid qualification At least one year relevant work experience in the instruction of exercise programmes and/or sports participation. Experience of cash handling, credit card transactions and reconciling tills Ability to positively engage and communicate with people in a customer orientated environment. Excellent interpersonal skills and ability to develop effective relationships and to handle conflict. Ability to contribute to teamwork. Awareness and understanding of best practice in terms of health and safety. DESIRABLE At least one year relevant work experience in a community focused health and fitness facility. Other related Exercise to Music qualifications. Previous experience of working with Member Management IT Systems. Previous customer focused service experience Commercial experience in a similar environment SKILLS/KNOWLEDGE Knowledge to be able to plan and advise on guest fitness development and lifestyle programmes. Sales techniques. Ability to effectively communicate with guests of all ages, management, and other staff. Able to work independently and on own initiative. Ability to work well within a team and maintain effective working relationships Responsibility to be attentive and helpful to users of the Centre. This includes teaching, modeling, providing feedback, sharing new concepts, recording, observing and assisting our members. These meaningful interactions with members are essential while on duty. Be physically fit, lead a healthy lifestyle and be a good role model for members and programme participants. Able to perform moderate to heavy lifting.

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