Member Happiness Executive @ Hamilton Aquatics Dubai

ESM - Events and Sports Management; Dubai; On-site; AED 60,000 - 90,000; Full time

Benefits offered by this job

Salary package

Annual flight allowance

Private medical insurance

End of service benefit

Lifestyle discounts

Job summary

Hamilton Aquatics is seeking a friendly Member Happiness Executive to support the Learn to Swim programme. You will act as a key contact for current and prospective members, delivering knowledgeable and professional assistance to create an outstanding customer experience.

You will engage with families, manage bookings, respond to enquiries across channels, and help with programme administration to ensure a smooth Learn to Swim journey.

Qualifications

• Customer-focused approach to support Learn to Swim members and families.
• Proactive communication across multiple channels (phone, email, chat, social).
• Strong organisational skills for booking, schedules, and data handling.

Responsibilities

• Respond to enquiries via phone, email, webchat, and social media.
• Manage calls from office phone and company mobile.
• Assist with booking processes and account creation.
• Communicate updates through WhatsApp, email, and phone.
• Coordinate lesson relocations or catch-up sessions and site closures.
• Process credit notes and refund requests.
• Follow up with prospective customers and confirm bookings.
• Track catch-up sessions and survey member happiness.
• Handle bookings changes, cancellations, and relocations.
• Take payments on poolside and via credit card.

Job description

Hamilton Aquatics is looking for a friendly, proactive, and customer-focused Member Happiness Executive to support the Learn to Swim programme. In this role, you will serve as a key point of contact for current and prospective members, delivering clear, knowledgeable, and professional support while helping to create an outstanding customer experience.

You will play a vital role in member engagement, retention, communications, and day‑to‑day programme administration, ensuring families receive exceptional service throughout their Learn to Swim journey.

Key Responsibilities

Customer Interaction & Support

• Respond promptly to enquiries via phone, email, webchat, and social media platforms.
• Manage calls from both the office phone and company mobile.
• Assist with the booking processes and account creation.
• Communicate important updates through WhatsApp, email, and phone.
• Assist in operational continuity by organising and communicating lesson relocations or catch‑up sessions in the event of site closures.
• Process and follow up credit notes and refund requests.
• Follow up with potential customers who have not yet confirmed.
• Follow up assessments to ensure bookings are maximised.
• Handle central communications to provide updates to swimmers and parents and ensure timely responses.
• Act as the point of contact for members regarding booking changes, cancellations, and relocations.
• Be the point of contact for bookings on poolside, taking payments as necessary through credit card transactions.
• Track and assist members with catch‑up sessions.
• Collect and survey parents on member happiness.

Complaint Management

• Act as the first responder to customer complaints, ensuring accurate documentation and escalation when necessary.
• Follow up with relevant team members to ensure timely and effective resolution.

Administrative Support

• Assist Site Leaders with communications both in the office and on poolside.
• Assist Site Leaders with retention of term bookings, in the office and on poolside.
• Communicate updates and changes to Learn to Swim programme members.
• Manage timetables and schedules using bespoke booking software.
• Support Learn to Swim gala entries and communications.
• Maintain documentation, ensuring accuracy and privacy of data.
• Provide reports as and when required.
• Track and follow up on pending orders.

Communication & Representation

• Prepare and send communications to parents via email, phone, and WhatsApp.
• Represent Hamilton Aquatics at competitions and events, embodying the values and professionalism of the organisation.

Other Duties

• Carry out any tasks assigned by Senior Management to ensure smooth operations.
• Take on additional responsibilities related to the role as needed.
• Provide content for social media.
• Attend school sign‑up initiatives and open days as and when needed.
• Cover reception duties as and when needed.

What We Offer

• A competitive salary package
• Annual flight allowance
• Private medical insurance
• End of service benefit
• Access to lifestyle discounts