Studio Scheduler & Customer Experience Support

Position: Studio Scheduler & CX Support
Reporting To: Regional Studio Manager & CX Team
Location: London HQ (supporting UK Studio scheduling, UK/US & Franchise network CX)
Contract: Full-time, 5 days per week (fully flexible across weekdays & weekends)
Working Hours: 7:30am – 4:30pm

Our Company
FACEGYM is the first of its kind - a unique facial fitness experience operating at the intersection of beauty, wellness and performance. We are in the business of confidence, delivering results-driven workouts for the 40+ muscles of the face through our studios, digital platform and product innovation.

With a growing footprint across the UK, US and franchise markets, we are entering our next phase of scale where operational excellence, consistency and customer experience are critical to our success.

Job Summary:
We are looking for a highly organised and proactive Studio Scheduler & CX Support to maximise and optimise coverage across all 6 London studios, ensuring that both team members and clients are fully supported throughout the day.

This role is critical to the day-to-day running of our studios, particularly in managing real-time scheduling issues, last-minute call-outs, and Studio Support Trainer (SST) allocation. You will also act as a key point of contact for client communications, including rescheduling appointments and supporting booking adjustments, helping to ensure a seamless and consistent customer experience.

The ideal candidate is someone with strong coordination skills, high attention to detail, and preferred experience in customer service or client-facing roles. This role requires an early start (7:30 AM) to effectively manage morning coverage changes and studio support needs.

Key Responsibilities:

Scheduling Team Members & Managing Appointments (UK Studios)

• Manage and maintain daily diaries for the Studio Support Trainer team , ensuring appropriate shift coverage across all London studios.

• Respond quickly to last-minute call-outs or rota changes, reallocating resources to minimise customer disruption.

• Coordinate with Studio Managers and Regional Studio Manager to ensure effective deployment of the Support team.

• Monitor daily studio performance and identify potential gaps in coverage, Trainer stretch breaks etc. before they impact studio operations.

Client Rescheduling & CX

• Contact clients by phone or email to reschedule appointments as needed due to staffing or operational changes.

• Ensure accurate updates and rebooking's are made in Zenoti, maintaining a smooth customer journey.

• Support inbound customer calls regarding group bookings

• Maintain a professional, empathetic, and helpful tone in all client interactions.

• Handle client complaints or issues in a calm and professional manner, working to resolve them quickly.

• Work alongside the CX team to support answering client queries and tickets as and when required.

Customer Experience (UK, US & Franchise)

• Act as a key support function to the CX team, assisting with inbound queries, tickets and booking-related requests across all markets.

• Handle client issues or complaints professionally and efficiently, ensuring resolution and escalation where appropriate.

System Management & Admin

• Maintain accurate scheduling and client data within Zenoti and internal trackers.

• Support the Regional Studio Manager and CX team with daily reporting or ad hoc operational admin as required.

• Flag recurring trends (e.g., repeated call-outs, booking gaps) for visibility and action

Person Specification:

• Experience in scheduling, operations coordination, or rostering roles.

• Tech-savvy, with the ability to learn and manage systems independently (experience with Zenoti is highly desirable).

• Strong organisational skills and the ability to remain calm and solution-focused under pressure.

• Preferred experience in a customer service or client-facing role.

• Confident communicator, both written and verbal, with a professional phone manner.

• Comfortable working early mornings (7.30 AM start) and flexible to adjust with studio needs.

• Reliable, proactive, and able to work independently while collaborating across multiple teams.

Our Brand Values:

• Teamwork

• Adaptability

• Ownership

• Respect