Multi Site Customer Experience Manager

Job Description

Multi-Site Customer Experience Manager

Nuffield Health Enfield and Ilford Fitness & Wellbeing Centres | Management Team | Permanent

Up to £42,000 per annum

Full time | 40 hours per week

Nuffield Health is the charity that’s building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes – we’ll do whatever it takes to look after the UK’s wellbeing. It starts with passion and commitment to quality. It starts with you.

As a Multi-Site Customer Experience Manager, you’ll create a culture and environment where customer-facing teams deliver exceptional service as well as referrals across service lines to hospitals, clinical services, and other wellbeing centres, as a part of a holistic healthcare journey.

You’ll have responsibility and accountability for the delivery of all aspects of service lines along with the overall beneficiary experience. This is based around an overarching customer intimacy ethos and how service lines are experienced. The role is also responsible for the commerciality and revenue across those service lines, including:

As our Customer Experience Manager you will:

1. Lead and promote a beneficiary-led service, designed to support customers at whatever point they are at in their health journey.
2. Manage the complaints process to agreed SLAs, monitoring trends and taking action to reduce the number.
3. Effectively manage concierge / Front of House and fitness teams, and the Food & Beverage service.
4. Manage and drive the commercial success of all key revenue-generating services and member retention within the centre, including subscriptions, swim, Food and Beverage, Retail, Creche / Nursery, Junior Programming, and ensuring appropriate action is taken on feedback from member satisfaction surveys.
5. Develop initiatives and a culture that will drive customer satisfaction, future sales increase, retention levels, and subsequently profitability.
6. Deputise for the General Manager.
7. Relevant HR, Payroll, and membership administration, ensuring compliance with all company policies and legislation, and ensuring that all systems (financial and membership) are operational and effective.

Helping you feel good.

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. Here, you can choose from a range of fitness, lifestyle, health, and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts, and pension options. At Nuffield Health, we take care of what’s important to you.

Join Nuffield Health and create the future you want, today.

It starts with you.