Member Support Team Leader – Elevate Member Experience

David Lloyd Clubs; Greater London; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Free Club Membership for you and your 

50% Discount on food and drinks.

Discounts on Swimming, Tennis Lessons,

Career Advancement through internal培训

Wagestream App: Get paid on demand!

Benefits Suite access

Job summary

David Lloyd Clubs is seeking a Membership Support Team Leader to drive a team of Member Support Advisors, delivering world-class service to our members. You will report into the Member Support Operations Manager and ensure the team has the skills and knowledge to excel.

You will resolve high-level escalated member queries by monitoring team performance and overseeing the delivery of daily, weekly, and monthly KPI targets. Shifts may vary, including mornings, evenings, and weekends.

Qualifications

• Exceptional customer service skills.
• Highly developed leadership qualities.
• Organisational skills and commercial acumen.
• Empathetic and reasonable approach to member queries.

Responsibilities

• Lead a team of Member Support Advisors to deliver world-class service.
• Monitor team performance and ensure KPI targets are met.
• Handle high-level escalated member queries and oversee shift coverage (morning, evening, weekend).

Skills

Exceptional customer service skills

Leadership qualities

Organisational skills

Empathetic approach

Job description

David Lloyd Clubs is seeking a Membership Support Team Leader to drive a team of Member Support Advisors, delivering world-class service to our members. You will report into the Member Support Operations Manager and ensure the team has the skills and knowledge to excel.

You will resolve high-level escalated member queries by monitoring team performance and overseeing the delivery of daily, weekly, and monthly KPI targets. Shifts may vary, including mornings, evenings, and weekends.