Member Services Manager

4 weeks ago

Hounslow South, United Kingdom Lampton 360 Limited Full time
Job Description

About the Role

We are seeking a highly motivated and experienced Member Services Manager to join our team at Lampton Leisure. As a key member of our operations team, you will be responsible for driving member retention, delivering exceptional customer service, and acting as a duty manager for our leisure centre.

Key Responsibilities

  • Deliver outstanding customer service to members and guests through various channels, including telephone, email, live chat, and in-person interactions.
  • Maintain a high level of customer satisfaction by resolving issues promptly and efficiently.
  • Manage a small team of customer relations advisors, providing guidance and support to ensure excellent service delivery.
  • Develop and implement strategies to improve member retention and increase revenue.
  • Conduct mystery shops to identify areas for improvement and implement changes to enhance the customer experience.
  • Collaborate with the sales team to achieve KPIs and targets.
  • Act as a duty manager, responsible for the smooth operation of the leisure centre during assigned shifts.

About You

To be successful in this role, you will need:

  • Proven experience in customer-facing roles, with a strong track record of delivering excellent customer service.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with colleagues and customers.
  • Leadership and management skills, with the ability to motivate and guide a team to achieve excellent results.
  • Strong analytical and problem-solving skills, with the ability to identify areas for improvement and implement changes.
  • Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing circumstances.

What We Offer

  • Free parking at all leisure centre sites.
  • 22 days holiday allowance, plus bank holidays.
  • Free GOLD gym membership.
  • Lampton Rewards - discounts and offers from top brands and services.
  • Enhanced maternity and paternity leave.
  • Pension scheme.
  • Refer a Friend scheme, offering up to £250 for each new employee referred.
  • Staff wellbeing services, including access to online GP, occupational health, and EAP.
  • Flu jabs.
  • Eye care vouchers and support towards glasses.
  • Cycle to work scheme.
  • Electric car salary sacrifice scheme.

About Lampton Leisure

We are a leading provider of leisure and sports services, operating six leisure centres across the borough. Our mission is to provide inclusive and safe environments where we deliver supportive and professional services for all ages, abilities, and backgrounds.

About Lampton Group

Lampton Group is a social enterprise, established by the London Borough of Hounslow in 2012. We deliver social value services on a local level, while fostering an entrepreneurial spirit and promoting growth. Our CORE values are Customer First, One Team, Respectful, and Energised.

Important Information

This post is exempted under the Rehabilitation of Offenders Act 1974, and appointment to this post will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS).

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