Customer Service and Retention Manager – Leisure

Salary: £26,400 per year

Our client is one of the UK’s largest and leading leisure centre operators. They are currently looking to recruit for the exciting new position as a Customer Service and Retention Manager to join their team at their site based in Rotherham. The position is a phone based role, managing 4 team members.

Mission:

To create active places and healthy people

What do I have to do?

• Working in collaboration with all departments, create an environment that is friendly, welcoming and supportive of a customer’s choice on how, when and where they are active.
• Ensure that outstanding levels of customer service are always delivered. Be passionate about and promote the mission; be an advocate for the benefits of activity, and the products and services that form our offering both on site and on-line.
• Develop and motivate your high-performing team to deliver the outcomes described in the customer service and retention advisor job description.
• Achieve locally determined targets for activity and productivity.
• Follow the latest policies and procedures to manage membership acquisition, and swimming and sports course enrolments.
• Manage all activity in accordance with the data management policies and procedures.
• Deliver the outcomes described in the customer service and retention advisor job description when fulfilling the role.

What am I responsible for?

• Ensuring the team responds to all product enquiries from prospects, using systems and techniques documented within the Company membership management and sports and swimming manuals.
• Motivating your team to create opportunities by being proactive and productive.
• Delivering agreed team KPI’s around completed calls, booked appointments, confirmation calls and conversions of cancelled customers.
• Developing outstanding product knowledge across the full spectrum of our proposition.
• Ensuring the team complete all membership and product sales with integrity and in line with the systems documented within the Company membership management and sport and swimming manual.
• Executing the marketing activity as prescribed, to maximise product sales and ensuring colleagues are briefed in advance and fully engaged.
• To manage the customer service and retention team on items such as, but not limited to:
  
  • Rota management
  • Training and development
  • HR matters

To assist with any general clerical duties as requested.

• Ensure that correct uniform is always worn 
• To attend meetings and provide input into ways of improving and developing the service.

What results do I have to achieve?

• You are required to work closely with the site team to deliver an outstanding customer experience, attracting new members and retaining existing members.
• You are required to perform to pre-agreed quantitative and qualitative targets and expectations as determined by your manager.
• You are required to optimise the profitable performance of commercial activities with Group guidance.