Member Happiness Executive @ Hamilton Aquatics Dubai

Hamiltonaquatics; Dubai; On-site; AED 30,000 - 40,000; Full time

Job summary

Hamilton Aquatics Dubai is seeking a friendly, proactive Member Happiness Executive to champion member engagement for the Learn to Swim programme. You will be the main contact for current and prospective members, delivering clear, knowledgeable service and ensuring an outstanding customer experience.

You will handle bookings, communications, and administrative tasks, including payments, refunds, and data privacy.

Responsibilities

• 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.

Job description

Member Happiness Executive @ Hamilton Aquatics Dubai

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.