Job Purpose
In this customer-facing role you will be responsible for providing an exceptional standard of customer service to UofG Sport current and potential members, providing an outstanding experience that contributes an outstanding user experience, driving new member sales and improving retention of current members.
Main Duties and Responsibilities
1. Proactively engage and communicate with customers to provide an outstanding customer experience. This includes greeting users and visitors, helping with booking enquiries, providing general advice and guidance, and handling feedback/customer comments.
2. Provide information to existing and prospective customers on the services provided by UofG Sport.
3. Take part in outreach events promoting UofG Sport to potential customers across campus and west end.
4. To contribute to the achievement of key performance indicators (KPI’s) relating to new member sales and retention.
5. Process all memberships on a daily basis, monitoring and updating statistical reports on usage, new members and cancellations.
6. Manage customer entry journey, activating memberships, following consent model, support guests with entry using card and app.
7. Actively promote the new member journey, offering customers fitness appointments and inductions, communicating the Sport and Technogym apps.
8. Responsible for dealing with telephone enquiries, activity bookings, hire of equipment, lost property and P.A. announcements.
9. Responsible for coordination with emergency services, customers and Duty Managers in the event of an incident, in line with Emergency Action Plan (EAP) and the Normal Operating Procedures (NOP).
10. Assist with the input of data and updating of the Leisure Management System (LMS) for membership and facility bookings.
11. Assist in the promotion and implementation of a series of annual membership campaigns.
12. Update social media and website content under the direction of the Membership Retention and Sales Lead.
13. Respond to customer enquiries received in person or via other main communication channels such as email and social media).
14. Assist with handling debit and credit payments.
15. Assist with the exercise class management process, ensuring information is up to date, supporting customers with booking/system enquiries and class cancelations.
16. Assist in training and allow shadowing for new front of house personnel.
17. From time to time, required to assist Operations Assistants with changing room checks and fixing lockers.
Knowledge, Qualifications, Skills and Experience
Knowledge/Qualifications
Essential:
A1 Scottish Credit and Qualification framework level 4 (National 4), or equivalent and some experience of working in a similar role, or: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role.
A2 Good IT skills including MS Office, email and internet.
A3 Knowledge of social media platforms such as Instagram, Facebook, X and Youtube.
A4 Emergency First-Aid Qualification or the ability to obtain within the first 3 months of a successful appointment.
Desirable:
B2 Previous sales, retention and/or customer service training/experience.
B3 Health and safety experience and or qualifications.
Skills
Essential:
C1 Confident and adaptive communicator with excellent interpersonal skills, adapting style to suit different people or situations; ability to start conversations as well as respond positively to enquiries.
C2 Ability to provide first-class customer service.
C3 Work effectively as part of a team, giving clear instructions and guiding other staff where appropriate.
C4 Ability to work under pressure, and deal with customer queries effectively in a timely and proactive manner.
C5 Excellent time management skills.
C6 Work independently and under minimum supervision.
C7 Good numerical skills.
C8 Competent written and oral communication skills.
Experience
Essential:
E1 Previous experience of working in a busy customer-facing environment.
E2 Experience in dealing with demanding customers, enquiries and feedback.
E3 Experience handling debit and credit payments and till operation.
E4 Experience of operating within a multi-functional team and delivering against agreed targets.
Desirable:
F1 Previous experience of working with a Leisure Management System (LMS) or equivalent.
F2 Experience in updating and working with Excel to monitor and update sales data.
F3 Previous experience of delivering against agreed sales targets.
Terms and Conditions
Salary will be Grade 3, £23,028 - £23,881 per annum pro rata.
This post is open ended and there are a variety of hours per week available including 22hrs, 14.5hrs, 7.25 hrs and fractional posts with a minimum of 8hrs per month.
Closing Date 23:45 2nd September 2025
As a valued member of our team, you can expect:
1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.
3 A flexible approach to working.
4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.
We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.
We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.
We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.
#J-18808-Ljbffr