Customer service and retention manager - leisure - united kingdom, rotherham, south yorkshire

our client is one of the uk's largest and leading leisure centre operators. they are currently looking to recruit for the exciting new position as a customer service and retention manager to join their team at their site based in rotherham. the position is a phone based role, managing 4 team members.

mission:

to create active places and healthy people

what do i have to do?

working in collaboration with all departments, create an environment that is friendly, welcoming and supportive of a customer’s choice on how, when and where they are active.
ensure that outstanding levels of customer service are always delivered. be passionate about and promote the mission; be an advocate for the benefits of activity, and the products and services that form our offering both on site and on-line.
develop and motivate your high-performing team to deliver the outcomes described in the customer service and retention advisor job description.
achieve locally determined targets for activity and productivity.
follow the latest policies and procedures to manage membership acquisition, and swimming and sports course enrolments.
manage all activity in accordance with the data management policies and procedures.
deliver the outcomes described in the customer service and retention advisor job description when fulfilling the role.

what am i responsible for?

ensuring the team responds to all product enquiries from prospects, using systems and techniques documented within the company membership management and sports and swimming manuals.
motivating your team to create opportunities by being proactive and productive.
delivering agreed team kpi’s around completed calls, booked appointments, confirmation calls and conversions of cancelled customers.
developing outstanding product knowledge across the full spectrum of our proposition.
ensuring the team complete all membership and product sales with integrity and in line with the systems documented within the company membership management and sport and swimming manual.
executing the marketing activity as prescribed, to maximise product sales and ensuring colleagues are briefed in advance and fully engaged.
to manage the customer service and retention team on items such as, but not limited to:

rota management
training and development
hr matters



to assist with any general clerical duties as requested.

ensure that correct uniform is always worn
to attend meetings and provide input into ways of improving and developing the service.

what results do i have to achieve?

you are required to work closely with the site team to deliver an outstanding customer experience, attracting new members and retaining existing members.
you are required to perform to pre-agreed quantitative and qualitative targets and expectations as determined by your manager.
you are required to optimise the profitable performance of commercial activities with group guidance .

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