Job Title: Customer Service Manager

Job title: Customer Service Manager Reporting to: Operations Manager Salary: £24,000 per annum Hours per week: 40 hours per week

Purpose of the job As a Customer Service Manager (CSM) you will form part of the Divisions operational management team with the direct responsibility of the effective day to day management of facilities and everyone within them. Ensuring a safe, welcoming and vibrant environment for customers through the effective delivery of policies, procedures and practices.

Effective management of staffing resources, including responsibility for line management, staff training and coaching high performance.

Undertake responsibility for specific projects and areas, as required, in order to drive the business forward and contribute to achieving Sport and Enterprise objectives

Customer Service Manager (Customer Experience) As CSM Manager you will be responsible for the review, development and delivery of high quality customer service and for ensuring the continuous improvement of income targets and customer retention strategy are fully implemented

Customer Service Manager (Fitness and Wellbeing) As CSM Manager you will be responsible for the review, development and delivery of high quality customer centric products through the effective delivery of the customer retention strategy.

Customer Service Manager (Operations) As a Customer Service Manager (CSM) you will form part of the Divisions operational management team with the direct responsibility of the effective day to day management of facilities and everyone within them. Ensuring a safe, welcoming and vibrant environment for customers through the effective delivery of policies, procedures and practices.

Duties and responsibilities:  You will be a key member of the Division’s operational management team, working to ensure delivery of the facilities business plans, operations, programmes and activities, and assisting with specific projects as required.  Effectively manage and motivate staff, in accordance with the policies and procedures to achieve business plan KPI's. You will also be expected to create a working environment which encourages a customer centric approach and embodies our organizational competencies.  Provide customer information across the range of products and services to achieve income targets and sales opportunities.  Pro-actively deal with customer feedback and complaints.  Prepare all facilities and equipment for bookings ensuring smooth operations and changeovers.  Carry out and action visual building inspections to ensure that the presentation of the building both internally and externally meets the operation core standards.  Be responsible for the co-ordination of reactive shift cover for the facilities whilst on duty.

of 2 Job Description July 2014  To be fully aware and adhere to the facilities Normal Operating Procedures and Emergency Action Procedures.  Working with the Operations manager ensure that all core staff operating requirements are covered (including last minute sickness cover)  Responsible for and co-ordinate the safe evacuation of all members of the public and employees as per the facilities emergency procedures.  Administer first aid as required and complete all incident and accident reports accordingly in line with procedures.  To open and close the facilities in accordance with the published hours.  Undertake any other duties as may be reasonably be required.  Work on a shift basis, evenings, weekends and early mornings as required.

Person specifications:

• Track record in managing staff in a fast paced customer focused environment with the leisure and fitness industry. • Working with bookings and IT systems. • Understanding of industry trends and creation of high quality customer focused environment. • Understanding of operational data to deliver effective facility operations. • Ability to create high performing staff in a varied multi-functional environment • Ability to work as part of a team, and using own initiative. • Ability to multi task with conflicting priorities in continually changing environment. • Communicate effectively at all levels within the working environment e.g. face to face, online, written and over the phone. • Ability to undertaken 1:1’s and delivering staff training activities.  Customers: delivering high quality experience to all customers in-line with organisational policies and procedures.  Working with others: The ability to influence others in a way that enables acceptance and co-operation. Respect and work well with others to maintain and enhance the image of the organisation. Solution focused engagement with staff members to improve the customer experience.  Delivering results: manage own workload and personal development to achieve targets. Organise, plan and monitor events, activities and resources.  Embracing and delivering change: ability to adapt to changing demands. Understand and anticipate the need for change.  Delivering quality through decision making: demonstrate a readiness to make decisions, take the initiative and deliver actions. Demonstrate a readiness to make decisions, take the initiative and implement action plans.  Forward planning: effectively planning workload and anticipating tasks. Achieving targets and delivering a continuous improvement environment.  Leadership: motivate and empower other in order to achieve targets.

of 2 Job Description July 2014