Membership Support Manager

Third Space; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading luxury health club in London seeks a Membership Support Manager to enhance member experience and manage a team. This full-time role based in Canary Wharf involves leadership, customer service, and ensuring high-quality support for members. The ideal candidate will have a strong background in customer service, team management, and be adept at resolving complex queries.

Qualifications

• Experience in team leadership and customer service.
• Ability to manage complex queries and difficult conversations.
• Proficiency in multiple communication channels.

Responsibilities

• Lead and develop the team of Membership Support Specialists.
• Monitor performance metrics and enhance member experience.
• Conduct quality reviews ensuring alignment with company standards.

Skills

Team leadership

Customer service

Complaint resolution

Communication

Attention to detail

Tools

CRM system (e.g., HubSpot)

Job description

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Third Space is a collection of luxury health clubs in London; individual in style, bound by a common philosophy: to provide outstanding fitness spaces that members feel are their own. Our people are the creators that bring the space to life. We’re a team of motivators, inventors, and coaches; always striving to grow and evolve. It’s not just a job, it’s a lifestyle. We inspire our members to fulfil their lives and they rely on us…and we wouldn’t have it any other way. This is our space.

With the opening of brand new, extraordinary clubs in inspiring locations across London, alongside the development of our digital offering, this is the time to come on board the Membership team at a company that genuinely strives to be the Best in Class. We’re looking for a Membership Support Manager who will workbased in our Support Office in Canary Wharf and the clubs.

This is role plays a key part in delivering our member experience to the highest of standards. Reporting into the Senior Membership Support Manager and working closely with the Head of Membership, the Membership Support Manager will manage and support the team of Membership Support Specialists. With our continued growth, our member experience is imperative to our success as a company.

As Membership Support Manager, you'll empower and enable the Membership team to deliver expert and reliable advice to our members, ensuring their queries and complaints are dealt with in a professional, efficient manner. Additionally, you will support our Membership Support Specialists, maximising their performance, leading by example and providing development, training and support in their day to day roles.

As a Membership Support Manager you will be responsible for:

• Leading & developing a team of Membership Support Specialists, including 121s, performance reviews and continuous development
• Reporting, monitoring and analysing performance metrics and KPIs to enhance member experience
• Conducting regular quality and quantity reviews of individual performance, ensuring alignment with SLAs and company standards
• Delivering systems training, adhoc projects and workstreams in line with the company mission & vision
• Working closely with internal stakeholders both centrally and in club to ensure alignment and consistency in delivery

The ideal candidate will have experience in a similar role & environment, able to manage difficult conversations and take accountability for ensuring the delivery of member experience is held to the highest standard.

Skills and attributes required:

• Experience in team leadership, proven ability to motivate and develop a team
• Background in customer service, including complaint resolution and dealing with complex queries, preferably in a contact centre environment
• Experience with CRM system, including reporting, preferably HubSpot
• Proficiency in multiple communication channels (email, direct mail, social media, SMS)
• Confident self-starter with excellent communication skills
• Strong policy and procedure writing skills and keen attention to detail
• Enjoy working in an agile environment and being a team player

This is a full time role working 40 hours a week based from our central site in Canary Wharf. The role will involve shift work including 08:00 starts, 20:00 finishes and weekends on a rota basis.