Multi-Site Customer Experience Manager
Multi-Site Customer Experience Manager
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Job Description
Multi-Site Customer Experience Manager
Croydon Purley Way Fitness and Wellbeing Gym Permanent Full-Time
Up to 42000.00 per annum depending on experience
40 hours per week
Nuffield Health is the charity thats building a healthier nation one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes well do whatever it takes to look after the UKs wellbeing. It starts with passion and commitment to quality. It starts with you.
As a Multi-Site Customer Experience Manager youll create a culture and environment where customer facing teams deliver exceptional service as well as referrals across service lines to hospitals clinical services and other wellbeing centres as a part of a holistic healthcare journey.
Youll have responsibility and accountability for the delivery of all aspects of service lines along with the overall beneficiary experience. This is based around an overarching customer intimacy ethos and how service lines are experienced. The role is also responsible for the commerciality and revenue across those service lines including membership sales and retention.
As our Multi-Site Customer Experience Manager you will:
Lead and promote a beneficiary led service designed to support customers at whatever point they are at in their health journey.
Manage the complaints process to agreed SLAs monitoring trends and taking action to reduce the number.
Effectively manage concierge / Front of House and fitness teams and the Food & Beverage service.
Manage and drive the commercial success of all key revenue generating services and member retention within the centre including subscriptions swim Food and Beverage Retail Creche / Nursery Junior Programming and ensuring appropriate action is taken on feedback from member satisfaction surveys.
Develop initiatives and a culture that will drive customer satisfaction future sales increase retention levels and subsequently profitability.
Deputise for the General Manager.
Relevant HR Payroll and membership administration ensuring compliance to all company policies and legislation and ensuring that all systems (financial and membership) are operational and effective.
Helping you feel good.
We want you to love coming to work feeling healthy happy and valued. Thats why weve developed a benefits package with you in mind. Here you can choose from a range of fitness lifestyle health and fitness wellbeing rewards such as free gym membership health assessments retail discounts and pension options.
At Nuffield Health we take care of whats important to you.
If you like what you see why not start your application now We consider applications as we receive them and reserve the right to close adverts early (for example where we have received an unprecedented high volume of applications). So its a good idea to apply right away to ensure youre considered for this role.
Apply today It starts with you.
Required Experience:
Manager
Employment Type
Full-Time
