Customer Service and Retention Manager - Leisure

Location Rotherham
Discipline: Sports/Leisure, Sales
Job type: Permanent
Salary: ££22,000 pa Basic + Great Benefits
Contact name: Sukh Samra

Contact email:
Published: 21 days ago
Startdate: ASAP

Our client is one of the UK's largest and leading leisure centre operators.  They are currently looking to recruit for the exciting new position as a Customer Service and Retention Manager to join their team at their site based in Rotherham.  The position is a phone based role, managing 4 team members.


To create active places and healthy people

What do I have to do?

  • Working in collaboration with all departments, create an environment that is friendly, welcoming and supportive of a customer’s choice on how, when and where they are active.

  • Ensure that outstanding levels of customer service are always delivered. Be passionate about and promote the mission; be an advocate for the benefits of activity, and the products and services that form our offering both on site and on-line.

  • Develop and motivate your high-performing team to deliver the outcomes described in the customer service and retention advisor job description.

  • Achieve locally determined targets for activity and productivity.

  • Follow the latest policies and procedures to manage membership acquisition, and swimming and sports course enrolments.

  • Manage all activity in accordance with the data management policies and procedures.

  • Deliver the outcomes described in the customer service and retention advisor job description when fulfilling the role.

What am I responsible for?

  • Ensuring the team responds to all product enquiries from prospects, using systems and techniques documented within the Company membership management and sports and swimming manuals.

  • Motivating your team to create opportunities by being proactive and productive.

  • Delivering agreed team KPI’s around completed calls, booked appointments, confirmation calls and conversions of cancelled customers.

  • Developing outstanding product knowledge across the full spectrum of our proposition.

  • Ensuring the team complete all membership and product sales with integrity and in line with the systems documented within the Company membership management and sport and swimming manual.

  • Executing the marketing activity as prescribed, to maximise product sales and ensuring colleagues are briefed in advance and fully engaged.

  • To manage the customer service and retention team on items such as, but not limited to:

    • Rota management

    • Training and development

    • HR matters

       To assist with any general clerical duties as requested.

  • Ensure that correct uniform is always worn 

  • To attend meetings and provide input into ways of improving and developing the service.

What results do I have to achieve?

  • You are required to work closely with the site team to deliver an outstanding customer experience, attracting new members and retaining existing members.

  • You are required to perform to pre-agreed quantitative and qualitative targets and expectations as determined by your manager.

  • You are required to optimise the profitable performance of commercial activities with Group guidance .