Multi-Site Customer Experience Manager
Milngavie FWC | Operations Management | Permanent | Full time
Up to £38,500 depending on experience
40 hours per week
As a Customer Experience Manager, you’ll create a culture and environment where customer-facing teams deliver exceptional service and referrals across service lines to hospitals, clinical services, and other wellbeing centres, as part of a holistic healthcare journey.
As the Customer Experience Manager at our flagship site, Milngavie FWC, you will face a unique setting and challenge. You will drive growth across our Fitness & Wellbeing centre, our successful Racquets proposition—including new state-of-the-art artificial Advantage clay courts and Padel court—and our Golf facility, Dougaslton Golf Course. Your focus will be on increasing visitor revenues, membership base, and private & corporate events.
You will be responsible for delivering all aspects of service lines and the overall beneficiary experience, based on a customer intimacy ethos. The role also includes managing the commerciality and revenue of these service lines, including membership sales and retention.
As our Multi-Site Customer Experience Manager, you will:
1. Lead and promote a beneficiary-led service designed to support customers at any point in their health journey.
2. Manage the complaints process within agreed SLAs, monitor trends, and take action to reduce complaints.
3. Manage and motivate concierge / Front of House, fitness teams, and Food & Beverage services.
4. Drive the commercial success of revenue-generating services and member retention, including subscriptions, swim, Food and Beverage, Retail, Creche / Nursery, Junior Programming, and act on feedback from satisfaction surveys.
5. Develop initiatives and foster a culture that enhances customer satisfaction, sales, retention, and profitability.
6. Deputise for the General Manager when needed.
Helping you feel good.
We want you to love coming to work, feeling healthy, happy, and valued. Our benefits package includes fitness, lifestyle, health, and 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’re interested, start your application now. We review applications as received and may close the advert early if we receive a high volume of applications. Apply promptly to be considered for this role.
It starts with you.
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