Customer Service Supervisor - Part Time - Guildford Spectrum

Freedom Leisure; Guildford; On-site; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Company pension

Cycle-to-work

Staff membership discount

Employee assistance programme

Annual leave

Staff shop benefits

Training and development

Insurance schemes

Job summary

Freedom Leisure in Guildford is seeking a Customer Service Supervisor to lead the reception and member experience at Guildford Spectrum. You will supervise the Customer Service Assistants, manage the team, rota system, and training, and support the membership journey.

The role requires strong face-to-face service skills, effective supervision, and a proactive approach to customer engagement. Training is provided, with a focus on delivering exceptional service and promoting upselling

Qualifications

• Experience in a face-to-face customer service environment.
• Proven ability to supervise and motivate a team.
• Experience with recruitment, induction and training.
• Manage staff rosters within budget.
• Excellent communication and interpersonal skills.
• Ability to handle customer feedback and enquiries.
• Experience promoting upselling and retail display.

Responsibilities

• Supervise Customer Service Assistants to ensure an exceptional experience for customers.
• Manage day-to-day customer service team operations and morale.
• Assist recruitment, induction and training of staff.
• Manage staff rota and ensure shifts are covered within budget.
• Oversee retail stock, displays and daily cleaning of reception.
• Promote upselling and advise on member journey.
• Assist membership team from enquiry to full member.

Skills

Customer service

Team supervision

Staff training

Recruitment & induction

Rota management

Face-to-face service

Upselling

Job description

Join the Energy at Freedom Leisure - Do Good Feel Good!

At Freedom Leisure, we’re all about positive vibes, great people and makinga real impact. Yes, we run leisure and cultural facilities, gyms, and swimming pools - but at the heart of it all, it’s our people who make the difference.

As one of the UK’s leading charitable leisure trusts, we’re proud of our mission of Improving Lives Through Leisure. We’re here to help communities live healthier, happier lives by making our centres welcoming, inclusive and accessible to everyone - because everyone deserves to feel good. We’re all about delivering amazing customer service with a smile - every single day. We create spaces where people feel at home, supported and inspired.

If you’re passionate about helping others and love creating great experiences, you’ll feel right at home with us. You don’t need to be an expert to get started - we’ll give you all the training and support you need. With over 130 centres across England and Wales, there’s loads of room to grow. Many of our team have built amazing careers doing what they love, helping customers day-to-day and making people feel good.

We’re proud to be a workplace where everyone is welcome, valued and supported to thrive - because when our team reflects the communities we serve, we all grow stronger together.

We are looking for a Customer Service Supervisor to join our team at Guildford Spectrum! This is a fantastic opportunity for someone who has excellent customer service skills, and is looking to take the next move in their career. It is essential that you have the ability to deal with people at all levels and enjoy working as part of a team.

Joining part of friendly and supportive team you will be you will build your knowledge of what’s on offer at Guildford Spectrum so that you can share this with our users. No two days will be the same as you interact with the wide range of centre users, you will also have the opportunity to deliver our catering service from the combined reception café area.

Hours: 35 hours a week, Monday to Sunday (rota basis)

• To supervise the Customer Service Assistants to ensure an exceptional experience for customers
• To supervise and manage the customer service team on a day to day basis, performance managing, identifying training needs and ensuring motivation and morale levels are high
• To assist in the recruitment, retention, induction and training of all customer service staff focusing on delivering excellent customer service
• To manage the staff rota system ensuring the necessary staffing arrangements are made according to required staff levels and within financial constraints and that all shifts are covered
• Experience of working in a face to face customer service environment
• Team supervision
• Managing customer feedback and enquiries
• Manage the ordering, stock and display of our goods for retail area
• Ensure daily cleaning of the reception and service area
• Take an active lead role in promoting items for sale; positively promote a up-selling culture to staff and colleagues

• Assist the membership team in service delivery of our member journey experience from enquiry to fully-fledged member

• Assist with reporting and replying to customer feedback
  

We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind, so what can we offer you?

• Company pension
• Cycle-to-work and car leasing tax-efficient schemes
• Discounted staff membership (including family members)
• Employee Assistance Programme: 24/7 confidential, independent and professional counselling
• Financial advice
• Incremental annual leave entitlement
• My Staff Shop employee benefits scheme, offering discounts on cinema tickets, travel, high street e-vouchers, gift cards, days out, leisure activities and everyday spending
• Fully funded training and development, with career progression opportunities
• Various insurance and savings schemes

Closing date: 30th October 2026

Salary: up to £24,088 per annum

At Freedom Leisure, we believe a diverse workforce strengthens our organisation and enhances the services we provide. We welcome applications from suitably qualified candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.