Overview
We are looking for a highly motivated and passionate team player, who plays their part to drive 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.
Details
Location: Loughborough, LE11 3TU
Salary: Administrative Services grade 4 from £26,527 to £28,381 per annum. Subject to annual pay award.
Hours: Full Time
Contract: Permanent
Placed On: Wed 3 September 2025
Closes: 11:45pm on Sun 5 October 2025
Job Reference: REQ250738
About the Role
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.
Responsibilities
* Act as the first point of contact for online queries relating to the membership offer and manage general enquiries.
* Respond to troubleshooting requests across the customer journey from account sign up to post-purchase use of member services (gym, pool, classes).
* Manage customer complaints, including penalties for behaviours contravening terms of use.
* Identify opportunities to improve operational efficiencies in processes such as fee collection and debt management.
* Collaborate with the Strategic Insights & Solutions Team to drive process improvements and customer relationships.
Requirements
* Experience with leisure management systems (e.g., Legend by Xplor, Gladstone, XN) and financial management systems (e.g., Agresso) is desirable but not essential.
* Comfortable working with new systems and embracing innovative technologies.
* Strong customer service mindset with the ability to handle inquiries and resolve issues effectively.
* Ability to work as part of a team and contribute to continuous improvement initiatives.
For more information please refer to the job description and person specification.
Contact for informal enquiries: Katie Killeavy, Solutions Manager Systems Development, K.L.Killeavy@lboro.ac.uk
Closing date for receipt of applications: 5 October 2025
Interview date: w/c 13 October 2025
Loughborough University is committed to achieving equity and valuing diversity in all aspects of employment and welcomes applications from all sections of the community. Click here to find out more.
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