Multi-Site Customer Experience Manager

Nuffield Health Brentwood; Preston; On-site; GBP 36,000 - GBP 43,000; Full time

Job summary

A leading health and fitness organization is looking for a Multi-Site Customer Experience Manager based in Preston and Bolton. This role focuses on creating an exceptional customer service environment and managing the delivery of services across health and fitness lines. Responsibilities include leading teams, addressing customer feedback, and driving commercial success within the center. The ideal candidate should possess strong management skills and have a passion for enhancing the customer experience. The position offers a competitive salary and a comprehensive benefits package.

Benefits

Free gym membership

Health assessments

Retail discounts

Pension options

Qualifications

• Experience in managing customer-facing teams to deliver exceptional service.
• Ability to drive commercial success in revenue generating services.
• Strong leadership skills to promote a beneficiary-led service.

Responsibilities

• Lead and promote a beneficiary-led service.
• Manage the complaints process to agreed SLAs.
• Develop initiatives to drive customer satisfaction and increase future sales.

Job description

Multi Site Customer Experience Manage

Preston & Bolton FWC | Operations Management | Permanent | Full Time |

Up to £42,500 depending on experience

40 hours per week

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 wereceive 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.