Customer Experience Executive – The Yacht Club, Southampton
3 days ago
Post ID: TYC25/2608
Marina Developments Ltd (MDL Marinas) is the UK's leading marina operator. We are looking for a passionate and customer-focused individual to join our team as a Customer Service Executive, based at The Yacht Club. This is an exciting opportunity to play a key role in supporting our customers and driving the success of our marinas.
The role will include but not limited to:
- Assisting customers with registration and account queries and driving sales revenue through direct bookings and payment processing.
- Providing outstanding customer service via phone, email, and website, ensuring every customer gets maximum value from MDL services.
- Supporting marina teams with bookings and payments using our systems (Havenstar, Acteol CRM, Super Controller, Chargebee).
- Liaising with marina teams and customers to resolve queries in real time.
- Briefing Marina Managers and teams on customer feedback and enquiries, escalating as appropriate.
- Maintaining accurate customer records and achieving productivity targets.
- Supporting the marketing team with customer feedback and helping to promote MDL services.
- Ensuring all legal, financial, health & safety, and company policies are followed.
- Collaborating with other departments as required (e.g., Boat Yards, Estates, Finance).
The key requirements for this role are but not limited to:
Sales – You are responsible for supporting sales performance across all UK marinas. You are responsible for the marina's adherence to the established sales process and the accuracy of Key performance indicators shown below:
- Contacts Made – Internal and external prospecting calls/emails 35 per shift)
- NPS Scores – Average above 20
- MDL Fitness – Above budget.
- MDL Holidays – Above average externally managed occupancy %.
- Casual Berthing – Above budget.
- Average response time – Within 2 hours.
Customer Service – You will place all our customers at the centre of all our business practices ensuring you provide outstanding customer care at all points of contact.
Brand – To operate in accordance with MDL's Brand pillars (Innovation, Pride and Experience) and principles (Warm and Friendly, Safe and Secure, Prompt and Efficient, Clean and tidy).
Health & Safety and Environmental Compliance - To ensure all duties are carried out in accordance with the Company Health & Safety Policy and that all Risk Assessments, method statements and operating procedures are understood and adhered to.
QMS - Deliver sales and operational process and systems in accordance with the quality management systems as laid down Marina Regulations and company procedures and policies are adhered to always.
Direct Reports/Team – All dealings with team members are carried out professionally, politely, and respectfully.
Administration – To accurately and diligently manage the administration associated with your role.
There is also full on-job training leading to industry-recognised qualifications. MDL Marinas are an equal-opportunities employer. For information on how we will handle your application, you can view the Company's full privacy notice on our website via this link.
Closing Date: Sunday 30th November 2025.
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