Multi-Site Customer Experience Manager

Nuffield Health; Twickenham; On-site; GBP 38,000 - 45,000; Full time

Job summary

A leading health charity in Twickenham is seeking a Multi-Site Customer Experience Manager to lead customer service teams and drive revenue. The ideal candidate will have a proven track record in customer service management and strong leadership skills focused on enhancing customer satisfaction. This full-time role offers a salary of up to £45,000, with a comprehensive benefits package including free gym membership and health assessments.

Benefits

Free gym membership

Health assessments

Retail discounts

Pension options

Qualifications

• Proven experience in customer service management.
• Ability to drive commercial success and member retention.
• Strong leadership skills with a focus on customer satisfaction.

Responsibilities

• Lead customer-facing teams to deliver exceptional service.
• Manage the complaints process and monitor trends.
• Drive revenue generating services and member retention.

Skills

Customer service leadership

Team management

Commercial acumen

Complaint management

Initiative development

Job description

Multi-Site Customer Experience Manager

Sunbury/ Twickeham FWC | Operations Management | Fixed Term | Full Time

Up to £45,000 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.

Responsibilities

• 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.

Benefits

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.