Member Services Manager

Are you the ultimate professional with a great passion to deliver exceptional & efficient service?

We’re looking for a Member Services Manager to manage the daily operations of the Front of House function, ensuring every member receives a great experience in the club. You’ll also respond to all member feedback and positively influence retention levels, maintaining excellent levels of service.

Responsibilities include:

• Managing our bustling Front of House (FOH) department, ensuring the function runs efficiently & supports the wider club operations.
• Ensuring the FOH team provides excellent customer service and that all communications, both internal and external, are managed politely & effectively.
• Daily management of the FOH team including recruitment, training, development & performance management, as well as rota’s & payroll.
• FOH Management duties including weekly banking, maintenance of the computer and phone systems, and monitoring/reporting procedures.
• Maintaining accurate & secure records of member details and to ensure prompt & accurate collection of their fees.
• Dealing with all member enquiries & feedback regarding their membership & club services via email, phone & face to face, ensuring excellent member experience.
• To deliver service recovery where necessary and to positively influence retention levels by proactively engaging with members about their usage levels.
• Working with the General Manager on issues that need escalating, providing long term solutions.
• Playing an active role in the Club Management team working with other Team Managers to ensure meticulous standards club wide.
• Complete at least one Service (Duty) Manager shift per week; opening or closing the club & being the responsible Manager whilst on shift.

Organised & proactive, we’re looking for someone who can work well under pressure & thrives on meeting targets & continually improving standards.

Requirements of the successful candidate:

• Experience in a customer focussed role with a smart & professional manner.
• Strong administration skills, highly numerate & a real flair for effective correspondence.
• Excellent communication skills & the ability to build rapport with all levels in every capacity, responding positively even to the toughest challenge.
• Confidence with PC & Office programmes and ability to work with in-house systems
• Previous supervisory experience, with the ability to really lead a team to succeed.
• Ability to really make a difference & influence peers & non-direct reports.
• Either a Lifeguard Qualification or a confident swimming ability & willingness to take the course within the first month of starting (required for Service Manager shifts).

This is a full time role working 40 hours per week; flexibility is required to meet the needs of the business. Shift times vary to suit club operation and are typically 9am-6pm or 10am-7pm as well as alternate weekends 7.30am-4.30pm. They will also include at least one ‘early’ (5.30am-2.30pm) or ‘late’ (2.30-10.30pm) Service Manager shift.