Multi-Site Customer Experience Manager Full Time

Nuffield Health; Ilford; On-site; GBP 34,000 - 40,000; Full time

Job summary

A UK health and wellbeing charity is seeking a Multi-Site Customer Experience Manager to oversee and enhance customer service in their Ilford and Enfield facilities. The role includes leading teams, managing service processes, and driving commercial success while ensuring high customer satisfaction. Ideal candidates will have strong leadership skills, experience in customer service management, and a passion for fostering a positive environment. The position is full-time, offering a competitive salary based on experience.

Benefits

Free gym membership

Health assessments

Retail discounts

Pension options

Qualifications

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

Responsibilities

• Lead and promote a beneficiary led service.
• Manage the complaints process to meet SLAs.
• Oversee the commercial success of revenue generating services.

Skills

Customer service excellence

Leadership

Commercial awareness

Complaint management

Team management

Job description

Multi-Site Customer Experience Manager

Nuffield Health Ilford FWC and Enfield FWC | Operations Management | Permanent | Full time

Up to £40,000 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.