Leisure Support Centre Membership Manager

Southwark Council; City Of London; On-site; GBP 42,000 - 50,000; Full time

Job summary

A local council in London is seeking a Membership Support Team Leader to enhance customer experiences in leisure services. The role involves managing enquiries, resolving payment issues, and coaching team members. Ideal candidates will have proven customer service experience and strong leadership skills. This full-time position offers a competitive salary range of £42,912 - £49,155.

Qualifications

• Proven experience in customer service or sales.
• Strong leadership and coaching abilities.
• Effective complaint resolution skills.

Responsibilities

• Deliver centralized support for membership enquiries.
• Manage payment issues like failed Direct Debits.
• Lead win-backs and re‑engage former members.
• Administer membership changes accurately.
• Monitor KPIs and support strategic decision-making.

Skills

Customer service experience

Leadership skills

Complaint handling

CRM systems knowledge

Interpersonal communication

Job description

Are you passionate about creating outstanding customer experiences? Are you ready to shape the future of leisure services and make a real difference in your community?

From the iconic skyline along the Thames to vibrant communities and cultural hotspots, Southwark is a borough full of energy and opportunity. Our central location makes us highly accessible, and our large-scale investment programmes are transforming the area, creating a fairer, safer, and more modern environment for all.

This is your chance to be part of something transformative. Join us, lead our Membership Support Team, and play a vital role in enhancing the experiences of thousands of members across the borough. Make a real difference, every day.

What You'll Be Doing

• Deliver high-quality, centralized support for all membership enquiries.
• Proactively manage payment issues, including failed Direct Debits, and liaise with members to resolve them efficiently.
• Lead on win-backs, re‑engaging former members and recovering lapsed accounts.
• Administer membership changes with accuracy and compliance.
• Monitor KPIs, track trends, and support strategic decision‑making.
• Coordinate with Leisure Centre staff to resolve complex queries.
• Maintain accurate, up‑to‑date membership records.
• Communicate clearly with members about promotions, policies, and account information.
• Support onboarding, training, and development of new team members.
• Identify opportunities to improve processes and the overall member experience.
• Build strong relationships with members and internal stakeholders, enhancing our reputation.

What We're Looking For

• Proven experience in customer service or sales, ideally in a busy, customer‑facing environment.
• Strong leadership skills, with the ability to coach and motivate a team.
• Experience handling complaints and resolving issues effectively.
• Competence using CRM systems and understanding sales processes.
• Excellent interpersonal, communication, and analytical skills.
• Flexibility, initiative, and the ability to make sound judgments under pressure.

Additional Information

Closing Date: Sunday 14 December 2025

Interview Date: Monday 22 December 2025

• Job Type: Permanent, Full Time, 36 hours a week.
• Some weekend and evening work will be required to meet service needs.
• Southwark Council is committed to equality, diversity, and inclusion.

Southwark Leisure Services operates across several sites, seven days a week from early morning to late night. There is a requirement for the post holder on occasions, to work outside normal office hours and at different venues to meet the needs of the service.

Please note that the closing date for applications for this position may be brought forward, depending on the volume of applications received. We encourage you to submit your application as soon as possible to avoid missing out on the opportunity. We will not be able to consider applications received after the new closing date, should it be adjusted.

Join us in creating a healthier, brighter future for Southwark residents. Apply today!

Salary Range (Full time equivalent) £42,912 - £49,155