Multi-Site Customer Experience Manager

Nuffield Health; London; On-site; GBP 35,000 - 42,000; Full time

Job summary

A leading health charity is seeking a Multi-Site Customer Experience Manager for its Croydon Purley Way Fitness and Wellbeing Gym. The role focuses on enhancing customer experience, managing teams, and driving commercial success across various service lines. Ideal candidates will have strong leadership skills and a proven track record in customer service management. The position offers a salary up to £42,000 per annum and a wide range of employee benefits.

Benefits

Free gym membership

Health assessments

Retail discounts

Pension options

Qualifications

• Experience leading customer service teams.
• Ability to manage revenue-generating services.
• Strong communication skills for engaging with customers.

Responsibilities

• Create a culture for exceptional service delivery.
• Manage complaints and monitor trends.
• Drive commercial success of key services and retention.

Skills

Customer service management

Commercial awareness

Team leadership

Complaints handling

Job description

Social network you want to login/join with:

Multi-Site Customer Experience Manager, Purley

col-narrow-left

Client:

Nuffield Health

Location:

Purley, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

63b7a096904b

Job Views:

6

Posted:

12.08.2025

Expiry Date:

26.09.2025

col-wide

Job Description:

Multi-Site Customer Experience Manager

Croydon Purley Way Fitness and Wellbeing Gym | Permanent | Full-Time

Up to £42,000.00 per annum, depending on experience

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 membership sales and retention.

As our Multi-Site Customer Experience Manager, you will:

Lead and promote a beneficiary led service, designed to support customers at whatever point they are at in their health journey.

Manage the complaints process to agreed SLAs, monitoring trends and taking action to reduce the number.

Effectively manage concierge / Front of House and fitness teams, and the Food & Beverage service.

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.

Develop initiatives and a culture that will drive customer satisfaction, future sales increase, retention levels and subsequently profitability.

Deputise for the General Manager.

Relevant HR, Payroll and membership administration, ensuring compliance to 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.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it's a good idea to apply right away to ensure you're considered for this role.