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Customer Experience Manager

1 month ago

London, Greater London, United Kingdom Nuffield Health Full time

Customer Experience Manager - Multi-Site

Nuffield Health is a charity that's building a healthier nation, one day at a time. We're looking for a Customer Experience Manager to create a culture and environment where customer-facing teams deliver exceptional service and referrals across service lines.

Key Responsibilities:

  • Lead and promote a beneficiary-led service, designed to support customers at whatever point they are at in their health journey.
  • Manage the complaints process to agreed SLAs, monitoring trends and taking action to reduce the number.
  • Effectively manage concierge/Front of House and fitness teams, and the Food & Beverage service.
  • Manage and drive the commercial success of all key revenue-generating services and member retention within the centre.
  • Develop initiatives and a culture that will drive customer satisfaction, future sales increase, retention levels, and subsequently profitability.
  • Deputise for the General Manager.

About Us:

We want you to love coming to work, feeling healthy, happy, and valued. That's why we've developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme, and more. At Nuffield Health, we take care of what's important to you.