Multi Site Customer Experience Manager

2 months ago


London, UK, United Kingdom Nuffield Health Full time

Multi-Site Customer Experience Manager

Nuffield Health Enfield and Ilford Fitness & Wellbeing Centres | Management Team | Permanent

Up to £40,000 per annum

Full time | 40 hours per week


Nuffield Health, the UK's largest healthcare charity and for over 60 years, we've been working to make the UK fitter, healthier, happier and stronger. We do this through our family of 31 award- winning hospitals, 112 fitness and wellbeing clubs, healthcare clinics and over 200 workplace wellbeing services. As a charity, we don't answer to shareholders. We invest all our income back into our services, and into pioneering improvements in care so more people can benefit.


Nuffield Health have an exciting opportunity for a dual site Customer Experience Manager to contribute to our purpose to build a healthier nation by defining our customer experience strategy, through ensuring a deep understanding of our current and prospective customers and ensuring that we put the customer at the heart of all our decision making.


As our Customer Experience Manager you will;

  • 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, including subscriptions, swim, Food and Beverage, Retail, Junior Programming, and ensuring appropriate action is taken on feedback from member satisfaction surveys.
  • Develop initiatives and a culture that will drive customer satisfaction, future sales increase, retention levels and subsequently profitability.
  • Deputise for the General Manager.
  • Relevant HR, Payroll and membership administration, ensuring compliance to all company policies and legislation, and ensuring that all systems (financial and membership) are operational and effective.
  • Manage two sites overseeing 100+ staff
  • Support all community activity


To be successful, the Customer Experience Manager needs to be naturally collaborative, work well with others and influence using verbal and written communication along with having;

  • Strong management and operational experience
  • Honours degree or equivalent of knowledge acquired through experience, other qualifications and training/development.
  • Demonstrable knowledge, skills and experience in the field of Customer experience and Customer Journey design.
  • Good understanding of developing trends in customer experience, expectations and segmentation.


Helping you feel good.

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. With a cycle to work scheme, gym membership, private healthcare and more – at Nuffield Health, we’ll take care of what’s important to you.


Join Nuffield Health and create the future you want, today.

It starts with you.



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