London | Fulltime

Urban Gym Group is looking for a Customer Care Agent to join our head office team. You’ll be the go-to person for our members, supporting them throughout their journey with us via online channels. From onboarding new members to keeping long-term members engaged, you’ll make sure every interaction feels personal, smooth, and part of the UGG experience. With your service mindset and commercial awareness, you’ll help members stay motivated, connected, and excited about being part of our community.

Key responsibilities: 

• Communicate with our members through our ticket system, live chat, and social media platforms (no phone channels are used at the moment)
• Accurately record conversations with our members
• Inform and advise our members about our services

What We’re Looking For:

• Put member satisfaction at the heart of everything you do and consistently deliver high service standards
• Have a proactive, solutions-focused mindset and enjoy turning challenges into opportunities
• Are commercially driven: you understand how to retain members, spot upsell opportunities, and contribute to business growth
• Communicate fluently in English, with strong written skills and an eye for detail
• Thrive in a fast-paced, team-oriented environment and can work effectively across departments
• Bring a passion for fitness, well-being, and Urban Gym Group’s energetic, urban style — and know how to share that enthusiasm with others

What We Offer

• A role during regular office hours at our head office
• A starting salary of €2500,- gross based on full time and 8% holiday pay based on your annual salary
• Pension plan to support your future.
• An optional bonus for driving sales through member support
• 26 holidays based on full-time employment
• Exchange of public holidays
• Participate in our Work in Club Programme
• Charity work one day per year
• Unlimited access to all our first-class locations for you and a +1
• Unlimited access to the services of our well-being partner OpenUp for you and your family
• A modern head office just 10 minutes’ walk from Amsterdam Central Station
• Up to one day per week working from home
• Remote work option for 10 days a year
• 750 amazing colleagues who challenge themselves and each other

How We Work

To foster collaboration, coaching, and team energy, we expect our colleagues to work on-site (head office or clubs) at least 4 days per week (and up to 5 days depending on the role). 

About Urban Gym Group