Job description
Loughborough Sport
Full time (37 hours per week) and open ended
Loughborough University is the Times and Sunday Times Sports University of the Year 2025 and has a global reputation for sporting excellence.
Building on this success, we’re recruiting a new Systems Officer to drive the continued improvement of Loughborough Sport’s Membership scheme. As part of the Strategic Insights & Solutions Team, this role will support the business critical functions which enable the delivery of this commercially important programme. Therefore, back of house experience of leisure management systems such as Legend by Xplor, Gladstone or XN as well as financial management systems like Agresso are desirable but not essential.
The role will be an integral part of Loughborough Sport's wider customer service function, acting as the first point of contact for any online queries relating to the membership offer. This will require demonstration of the necessary knowledge to manage general enquiries as well as effectively responding to troubleshooting requests at each point in the customer journey - from account sign up through to post-purchase utilisation of member-related services, like gym, pool, and class bookings. This will also require the necessary skill to manage customer complaints, including those which relate to penalties applied for behaviours which contravene agreed terms of use.
As part of our 'customer success' mindset, putting the customer at the centre of all business activities, the role will be expected to always be searching for greater operational efficiencies in processes like fee collection and debt management. This will not only enable enhanced customer experiences but will also create capacity for further problem solving and building of customer relationships. Therefore, prospective applicants must be comfortable working with new systems and embracing innovative technologies.
We are looking for a highly motivated and passionate team player, who plays their part to drive this continued improvement across the department. The Strategic Insights & Solutions Team is highly ambitious and aspires to drive collaboration, inspire innovation, and challenge thinking across the University.
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