โพสต์ใน: อื่นๆ ใน London | Posted: |
Customer Relations Manager
£29,604
Permanent, Full-time
Heston Pools and Fitness
About Lampton Leisure
We set established high standards with our exuberant, friendly, driven professional approach across all our sites in Brentford, Chiswick, Hanworth, Heston, Isleworth & Osterley. Our leisure centres boast a full range of facilities including fitness studios, health suites, swimming pools, indoor & outdoor courts, pitches, tracks, and café facilities. It is our mission to provide inclusive and safe environments where we deliver supportive and professional services for all ages, abilities, and backgrounds to make a real difference and an enjoyable customer experience for all users of the Centre’s facilities.
About the Job
As a Retention Manager, you will be expected to drive member retention and strong customer service focus within our centres, as well as acting as a duty manager for the leisure centre. The primary focus of the role is to build on the UK's strong market position in the leisure sector by leading our staff to deliver excellent customer service across all sites.
You will be an ambassador for Lampton Leisure and be expected to lead from the front, motivate and inspire your team to deliver excellent results, whilst improving guest services and guest satisfaction that will see repeat business, excellent reviews and recommendation. The successful applicant will have great communication, teamwork, leadership, analytical skills, and a keen interest in the leisure industry.
Key Responsibilities include:
Line management (customer relation advisors) responsibilities for recruitment, induction, delivering training, appraisal, development, and performance management of staff, including one-to-ones
Make outbound telephone contact with customer who cancel subscriptions and retain them as customers
Forge positive working relationships with the dry and wet side team to retain customers and find the right membership for their needs.
Giving great customer services over telephone, email, live chat and in person by asking probing questions to gain an understanding of customers circumstances.
Assist customers in weighing up their options, supporting the right choice of membership for each individual customer.
Ensure the efficient and effective operation of the reception area
To achieve and exceed customer retention targets
Welcome and on-boarding process for all customers and remain in contact with new members
Upload customers data and run reports on our online logging platforms e.g. Gladstone, MRM.
Provide clear leadership with regards to compliance with all health and safety procedures and requirements, fixing or escalating issues as appropriate
Ensuring all regulatory requirements are adhere to through training and compliance
Deliver exceptional service to all customers and potential customers of the Centre
Achieve KPIs and sales targets set by CRM and central support
Monitor and control entry to the Centre
Positively and proactively drive retention, adhering to the Lampton group sales driving and reporting procedures
Manage Prospects database and contribute towards lead generation in accordance with marketing planning, including outreach
Data capture and ensuring GDPR compliance at all times.
About you
The role requires you to have strong customer service, creative, organizational skills and a passion for deriving insight from data. The successful candidate will have a track record of improving customer feedback, member retentions and motivating a team to achieve the business KPI’s every month.
In return Lampton Group will offer you
Free parking at all Leisure Centre Sites
22 days holiday allowance, plus bank holidays
Free gym membership
- discounts and offers from top brands and services
Enhanced Maternity and Paternity leave
Pension Scheme
Refer a Friend Scheme offering up £250 for each new employee referred
Staff wellbeing services, including access to online GP, occupational health and EAP
Flu Jabs
Eye care vouchers and support towards glasses
Cycle to work scheme
Electric Car salary sacrifice scheme
Due to the needs of the business and the department, we may interview suitable candidates before the closing date. This job may also close early if a large number of applications are received. You are advised to submit your application as early as possible to avoid missing your chance to apply.
About Lampton Group
The Lampton Group of companies (the “Group”) was established by the London Borough of Hounslow (the "Council") in 2012 in order to fulfil two main objectives: to deliver social value services on a local level; and to be commercial; fostering an entrepreneurial spirit and promoting growth. The Group has a social heart with a commercial head and delivers outstanding services across the Borough of Hounslow.
We are made up of five distinct business areas:
Services - delivering first class repairs, maintenance, and facilities management to Council and Lampton Group owned residential housing.
Recycle - delivering domestic refuse and commercial waste collection as well as recycling services.
Greenspace - delivering horticulture and conservation services, and parks maintenance.
Leisure – delivering six leisure and sports centres, with facilities offering everything from state-of-the-art gyms, multiple swimming pools, tennis courts, soft play, a running track and more.
Homes – delivering up to 1500 new build homes over the next 5 years by re-developing local authority land into residential and mixed-use projects.
Our companies represent a bold, new and ambitious approach by a London Borough. Underpinning everything we do are our CORE values: Customer First. One Team. Respectful. Energised.
Diversity, equity and inclusion are at the heart of what we value as an organisation. Lampton Group is an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support with any reasonable adjustments that are needed within the recruitment process.
Important information:
This post is exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to this post will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS). The Disclosure and Barring Service (DBS) helps employers make safer recruitment decisions and prevent unsuitable people from working with vulnerable groups, including children. It replaces the Criminal Records Bureau (CRB) and Independent Safeguarding Authority (ISA)