Multi Site Customer Experience Manager

Multi-Site Customer Experience Manager

Leatherhead Management Permanent Full Time

40 hours per week

Up to 37500 per annum

Nuffield Health is Britains largest Healthcare Charity. If youre passionate about creating success and driven to continually improve the work environment for the good of others theres nowhere better to be. So why not bring your expertise to our Fitness & Wellbeing Club and help us build a healthier nation

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:

• Drive Membership Sales across two health clubs.

• 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

• 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

• 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.

Join Nuffield Health and create the future you want today.

If you like what you see why not start your application now We consider applications as wereceive 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.

It starts with yo