Location: Hatfield (head office)
Position: Central Member Experience Executive
Salary: £21,000 - £23,000 + Benefits
Date Posted: 13 Jan 2023
Closing Date: 27 Jan 2023
Vacancy Type: Permanent
Would you like to join the largest Health and fitness operator in Europe, working with a passionate driven team with the will to win?
We’re excited to offer a great opportunity for a dynamic, customer focused individual to join our fantastic Central Member Experience Team..
You will handle and manage escalated member feedback, ensuring the delivery of our complaint handling procedures, escalation policy whilst continually seeking opportunities through insight, to improve our Member Feedback KPI’s.
What will be my main responsibilities?
Meet and exceed member expectations in line with key Service Level Agreements and KPI’s.
Support and where appropriate, lead the member feedback initiatives throughout the business, working to have the right resources, systems and processes in place that support exceptional customer service delivery.
Report detailed member feedback activity – working closely with your Manager to understand, interpret and analyse detailed member feedback at local and regional level – identifying trends / club issues
To work with RM’s/GM’s/HOD’s to improve attrition performance.
To have a thorough understanding and knowledge of the terms and conditions of membership and to develop best practice initiatives.
To provide regular insights of headline issues and topics, club compliance and areas for review/improvement.
Discounts on our products such as Swimming / Tennis Lessons and Personal Training.
What skills and experience do I need?
Be able to work under pressure and manage workloads effectively
Ability to interpret data and insight to make strategic and tactical decision
Up for the challenge? We would love to hear from you!
You bring the passion. We bring the purpose. We’re more than a Club. We’re a community. Be a part of it.