Spa Customer Service Advisor

Reference Number: WV157

Closing Date: 23rd October 2025

Location: Mana Spa – Wave Waterpark

Hours: 22.33 average

Rate of Pay: NLW/NMW

CVLife are looking for an amazing customer focused individual to join our dynamic team as a Spa Customer Service Advisor on a cover basis at our award-winning Mana Spa at The Wave Destination Venue. You'll deliver an exceptional, personable and professional customer experience. Putting our customers at the heart of everything you do. Within this position you will be the first port of call for many of our customers and as such it is imperative that you are visible, polite, approachable and most importantly self-motivated to create a brilliant first impression of our business while building a rapport with our customers.

Role and Responsibilities:

• The ideal candidate will be a 'people person' with experience of working with a diverse range of people.
• Have strong interpersonal skills, both face to face, written and on the telephone.
• Good problem-solving skills, use of initiative, being proactive and have a good attention to detail.
• Good product knowledge of treatments and services available including any promotions on offer.
• Ensuring bookings are made to maximize the business and aiming to provide all guests with the best possible service and a memorable experience.
• Computer literate but training on our systems will be given.

Shift Pattern (Rota basis):

• Shift 1: Wednesday 2:00pm – 9:00pm, Saturday 9:00am – 6:00pm, Sunday 9:00am – 6:00pm
• Shift 2: Monday 2:00pm – 9:00pm, Tuesday 2:00pm – 9:00pm, Wednesday 2:00pm – 9:00pm
• Shift 3: Monday 2:00pm – 9:00pm, Tuesday 2:00pm – 9:00pm, Wednesday 2:00pm – 9:00pm

Flexibility is required due to the nature of the work; this can mean early starts and work across evenings and weekends.

Candidates will be required to attend an interview on: 27th October 25

CV Life is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff and volunteers to share this commitment.

Job Description

Reporting to: Spa Manager

Scope

Coventry Sports Foundation and Culture Coventry Trust are operating as CV Life, so that the scope of this Job Description as a CV Life document extends to cover the employment contracts held with either Coventry Sports Foundation or Culture Coventry Trust.

Overall purpose and objective of the role

Working in the Spa, as first point of contact, you will be responsible for ensuring our visitors receive high service standards throughout their visit, including bookings and general enquiries about treatments and products, whether that be in person, by phone or by email.

Main duties of the role:

• To work in a front facing customer role, maintaining a professional manner at all times promoting exceptional customer service standards.

• Maintaining a proactive attitude in promoting the venue to all visitors, including contacting visitors when required in advance of their visit.

• Building excellent product, service and company knowledge, to assist visitors with enquiries and promoting, upselling and cross-selling to all customers.

• Dealing with any visitor issues or complaints in a professional, caring and understanding manner, using initiative to resolve situations at the time and referring as appropriate in accordance with the Company's Complaints procedure.

• To deal with incoming calls, emails and customer enquiries promptly, efficiently and professionally.

• Maintaining the Reception area, ensuring it is presented to a high standard at all times, Keeping it free of clutter, maintaining adequate levels of leaflets and ensuring that in any information being displayed is up to date and in accordance with Company marketing standards.

• To be responsible for the confidentiality of your personal login details to the till system, the security of your takings and the accurate recording of payments etc.

• Responsibility for cashing up and reconciling your till at the end of every shift.

• Ensuring all paperwork and documentation is processed in accordance with Company procedures and is not left in unattended in public places.

• Ensure hand over of duties is communicated effectively to colleagues.

• Ensuring Contractors and visitors for meetings etc, adhere to the procedures for signing in and out of the premises, following Safeguarding and Health & Safety protocols.

• Actively promoting future events and membership offers, ensuring you are aware of offers that are available to them.

• Process bookings in accordance with Company procedures adhering to capacity levels as required.

• To alert all Centre staff to the required location in the event of an emergency or alarm sounding in accordance with Company procedures.

• Preparing guest schedules for the next day's arrivals, making sure the treatments booked are accurate and booked in a suitable time frame.

• Having knowledge of the type of treatments available and be able to give advice on treatment procedures and contra-indications. Use initiative when dealing with guests who have contra-indications to find suitable alternatives.

• Drive desk sales and achieve targets for promotions and treatment launches.

This job description is neither exhaustive nor exclusive and may be reviewed and updated depending upon operational requirements and staffing levels.

Responsibilities for all employees

• To embrace and lead by example on the Company's key values of PRIDE, PASSION and PERFORMANCE or those that might at any time be subsequently re-defined.
• To support the Company's commitment to providing a safe environment for children, young people and vulnerable adults, ensuring awareness of the Company's Safeguarding Policy, Procedures and Practice Guidance, and to be vigilant, reporting any safeguarding concerns without delay.
• To undertake all duties and fully comply with all of the Company's general standards and those relating to the specific requirements of the role.
• To take care of their own health and safety and that of others who may be affected by their actions at work, and to co-operate with health and safety matters to help everyone meet their legal requirements.
• To co-operate with managers and colleagues to ensure environmental responsibilities are complied with.
• To carry out tasks at a range of sites that are either operated or managed by the Companies / Trusts or where services are delivered by the Companies / Trusts
• To be involved in any aspects or opportunities for sharing of good practice, expertise and responsibilities within the Companies / Trusts. To generally help promote the work and public image of the Companies / Trusts, always maintaining high standards of customer service and personal appearance.
• To attend and fully engage with all internal training and development requirements and opportunities, and maintain such qualifications as required by the demands of the role.
• To interact positively with customers adopting a friendly and professional approach at all times.
• To comply with the General Data Protection Regulations when dealing with, maintaining, sharing and storing information.
• To undertake other duties as specified, which are appropriate to the qualifications, experience and general level of the post.

Person Specification

Essential Personal Attributes

• Confident, outgoing, friendly and approachable.
• Self-motivated.
• Commitment to delivering a high standard of customer service.
• Flexible approach to work.
• Supportive to others.
• Good listener.
• Enthusiastic to assist others.

Essential Knowledge and Experience

• Working knowledge and experience within a customer facing environment.
• Experience of cash handling.
• Knowledge of Microsoft Office (Teams, Outlook, Excel and Word etc)

Essential Special Skills

• Ability to work under pressure.
• Ability to work as part of a team and under own supervision
• Ability to multi-task and prioritise workload
• Ability to handle a high volume of calls
• Excellent communication skills.
• Excellent customer care skills.
• Ability to handle customer complaints in an appropriate manner.
• Excellent organisational skills.
• Digital skills for electronic till system and other bespoke systems.
• Good standard of literacy and numeracy
• Ability to make decisions without supervision

Special Circumstances

• Ability to work unsociable hours including evenings, weekends, and Bank Holidays
• Willing to undertake shifts at other Company sites within the City where cover is required.

If you have any enquires, please contact our Human Resources Team by emailing

Benefits

• Great development opportunities
• FREE health and fitness membership* **
• FREE health and fitness membership for a family member or friend* **
• FREE uniform for applicable roles
• FREE training for applicable roles
• DISCOUNTS on various Centre activities*
• FREE entry to venues*
• Access to the full range of CV Life Employee Benefits & Discounts

(*not applicable to casual workers)

(**The two benefits combined can be worth £1000)

Learn more about our Employee Benefits

We encourage and welcome applications from all ethnic groups and people with disabilities. Our aim is to build a diverse workplace and to become a truly inclusive employer with a workforce and visitor audience as diverse as the communities we serve. We seek to create an inclusive and welcoming environment for all those who work at CVLife.

If you think this is the role and organisation for you then we would love to hear from you.

Please complete our short application form (average 30 mins to complete) by clicking the Apply Online Button below. We shortlist for our vacancies on an ongoing basis, and we may close a vacancy earlier than the advertised date. Please submit your application as soon as possible to avoid disappointment.

When applying for this position, please ensure you confirm the Job Title and the Reference Number as stated on this Job Advert.

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