Role Profile
A high-impact role suited for a dynamic individual focused on accountability and continuous improvement. You will set standards, influence strategy, and build a future-ready service culture, driving performance and growth.
Provide strategic and operational leadership across multiple sites. Ensure high standards, improve enquiry management, and meet regional KPIs. Ideal for someone who excels in creating a customer-first culture and transformational change.
Position Requirements:
Key skills and experience:
- Proven multi-site Customer Service leadership
- Delivering transformational change
- Identifying and converting up-selling opportunities
- Organised daily routines for outcomes
- Driving and improving KPIs
- Leading digital transformation initiatives
- Implementing 12-month business and training plans
- Building partnerships with Sales, Retail, and Operations
- Enhancing enquiry response and member experience
- Ensuring process consistency
- Collaborative, commercially aware, results-focused
- Translating data into strategic action
- Exceptional attention to detail
- Coaching teams for high performance
- Meeting and coaching to mystery shopper KPIs
- Full, clean UK driving licence
Essential requirements:
- Strong Microsoft Office skills
- Good social media understanding
- Flexible approach
- Extensive regional travel (overnight stays included)
- Work during evenings, weekends, and public holidays
- Demonstrable experience and ability to drive commerciality through front of house targeted upselling to drive spend per head, data management, enquiry management
- Multi Site Management experience driving customer service engagement within Leisure, Hospitality or Retail settings.
Benefits
Competitive salary, development and progression opportunities, free membership for you and your family across centres UK wide
Salary description
£40000.00 - £44000.00 per year