Membership Support Manager

Third Space Support Office; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading luxury health club in London is looking for a Membership Support Manager to join its team. This full-time role involves empowering a team to deliver exceptional member experiences while managing customer queries efficiently. Ideal candidates will have a background in team leadership and customer service, along with excellent communication skills.

Qualifications

• Experience in team leadership and developing teams.
• Background in customer service with complaint resolution.
• Experience with CRM systems preferred (HubSpot).

Responsibilities

• Lead and develop a team of Membership Support Specialists.
• Monitor and analyze performance metrics and KPIs.
• Conduct regular quality and performance reviews.

Skills

Team leadership

Customer service

Communication skills

Policy and procedure writing

Attention to detail

Tools

CRM systems

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.