Multi-Site Customer Experience Manager

Nuffield Health; London; On-site; GBP 30,000 - 38,000; Full time

Job summary

A leading health charity is seeking a Multi-Site Customer Experience Manager in London. This role involves leading customer service teams, managing complaints, and driving commercial success across various service lines. The ideal candidate will foster a culture of exceptional service and ensure member satisfaction while contributing to the organization's mission of promoting health and wellbeing.

Benefits

Free Gym Membership

Health Assessments

Retail Discounts

Pension Options

Qualifications

• Experience in managing customer service teams.
• Ability to drive commercial success and member retention.

Responsibilities

• Lead and promote a beneficiary led service.
• Manage complaints process and monitor trends.
• Drive commercial success of revenue generating services.

Skills

Customer Service

Leadership

Commercial Awareness

Job description

Join to apply for the Multi-Site Customer Experience Manager role at Nuffield Health

3 days ago Be among the first 25 applicants

Join to apply for the Multi-Site Customer Experience Manager role at Nuffield Health

Brondesbury FWC | Operations Management | Fixed Term | Full time

Up To £38,000 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.

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

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.

It starts with you.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Wellness and Fitness Services

Referrals increase your chances of interviewing at Nuffield Health by 2x

Get notified about new Customer Experience Manager jobs in London, England, United Kingdom.

Customer Experience Lead (Full-Time) - Oxford Street

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 month ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 3 days ago

London, England, United Kingdom 1 month ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 18 hours ago

TikTok LIVE - Global Customer Service Operations Manager

London, England, United Kingdom 1 week ago

Senior Digital Customer Experience Manager

London, England, United Kingdom 3 days ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 2 weeks ago

Senior Manager, Customer Success - Strategic

London, England, United Kingdom 5 days ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 4 days ago

London, England, United Kingdom 3 days ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 2 weeks ago

Senior Manager Q Customer Success, Customer Success Team

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 5 months ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

Director, Customer Experience & Learning and Development

London, England, United Kingdom 16 hours ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.