Customer Service Executive - 12 Months FTC - Hatfield (head office)

Central Member Experience Executive

(Member Support/Relations)

 

About me:

 

I am the:                                   Central Member Experience Executive

Part of the:                                Central Member Experience Team

I report to the:                           Central Member Experience Manager

People to help me:                    Member Experience Director, Central Membership Team, Central Member Support Team, Operations, Marketing, HR, Finance, Procurement.

 

My salary banding is:                Competitive

 

 

Job Purpose:

Responsibilities will include the handling and management of 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.

 

This will be achieved by using a combination of insight and feedback tools as well as working closely with various stakeholders such as General Managers (GM’s), Heads of Departments and Regional Managers (RM’s).

 

The purpose of the role is also to provide swift, professional resolution and relevant communications that underpins and supports great service to members and Club teams.

 

Main Responsibilities:

 

To be part of a team of Member Experience Executives – working with the CME Manager to 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.

To manage and respond to escalated member issues, resolving them in line with the DLL Values and tone of voice.

To report detailed member feedback activity – working closely with the CME 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.

To stay abreast of industry (competitor and customer service) trends and practices.

 

What skills and experience do I need?

 

A strong verbal and written communicator at all levels with excellent interpersonal skills.

A high level of written English language skills including the ability to use correct sentence structure, word choice, punctuation and grammar, a wide vocabulary is essential

An eye for detail in proofreading along with the ability to see different points of view.

Strong stakeholder management skills

Be highly self-motivated and well organised

Be able to work under pressure and manage workloads effectively

Ability to work on multiple projects and quickly react and adapt to changes

At least 2 years of experience in delivering customer service

Experience of working within a multi-functional business with multiple outlets

Ability to interpret data and insight to make strategic and tactical decisions

Leisure experience would be useful but not essential

Please note this is a 12 month Maternity role and is a full time office based role.