Membership & Customer Services Co-ordinator

Job Purpose – overview   

Xcite West Lothian Leisure (Xcite) is a Community Benefit Organisation, a registered Scottish charity.  It is at the heart of the West Lothian community, helping people to improve their wellbeing and make healthy lifestyle choices.  We care passionately about the service we provide to the people who live, work and visit West Lothian. As a valued organisation that understands, cares about and engages with its community, we are the delivery partner of choice for West Lothian organisations responsible for improving people’s lives through sport, health and physical activity.   

Job Description  

Based at Head Office and on-site at venues as and when required the membership and customer services co-ordinator role, as part of the membership team, is centred around ensuring all aspects of membership administration are conducted swiftly and accurately as well as providing support for new membership sales as well as working closely with the finance team to ensure monthly direct debit runs are processed accurately. The role will also involve work across our other Xcite facilities. This role will involve processing membership freezes, upgrades and downgrades and cancelations both over the phone and online. Website chat box coverage will also be required. In this role you will be require to meet targets set to retain members who wish to cancel and encourage those to unfreeze their membership and increase the monthly DD run. Full list of responsibilities is detailed below.  

Core Accountabilities & Responsibilities   

Support Membership Team Leader with all aspects of the membership base.   First point of contact for customer membership enquires   Process customer freeze requests both over the phone and online   Process upgrades/downgrades requests both over the phone and online   Convert cancelations to meet pre-set targets    Conduct debt recovery process on cancelled members   Process membership changes    Support the membership team leader with the day to day running of the Xcite online and Streaming inboxes.   Provide support on Membership Admin procedures for staff across the organisation   Coverage of online chat box   Targeting new membership sales and processing new members.   Conduct site show rounds and generate new membership sales   General administrative duties   Cleaning and general office up keep duties   Liaise with the bank directly for daily cancelation information and process accordingly   Oversee the membership DD run collection process.   Work closely with the finance department in relation to aspects of membership income.   Convert a targeted percentage of online new membership leads to appointments and subsequent engagement as members.    Increase member retention by providing an after sales service.    Oversee on-line membership information and communicate with members.    Oversee on-line booking information, accuracy of bookings and communicate with members.    Maximise monthly DD runs by ensuring accuracy of data input.     Review accuracy of systems data to ensure errors are reduced to a minimum.

The above list is illustrative, not exhaustive. Accordingly, there may be a requirement to undertake additional duties, consistent with the level of the post, as directed by management.

   Essential Qualifications, Experience and Skills   

• Demonstrates excellent core organisational competencies.  
• 1-2 years customer service experience.  
• Excellent CRM Plus 2 knowledge, in particular membership processing procedures  

• Excellent knowledge of all Xcite membership types  
• Experience of leasing with the bank for key membership income figures  
• Experience of overseeing the monthly direct debit membership collection process.  
• Excellent verbal and written communication skills  
• Highly competent level of skill with Excel and Word  

• Can write comprehensive and detailed reports and letters.  
• Proven ability to produce detailed work plans.  
• Willingness to continuously develop and attend training and development sessions in line with your personal training plan, on occasion out-with your normal hours of work, to ensure the required level of competence.   
• Hold and maintain a current valid driving license [and use of a vehicle].  
• The flexibility to work evening and weekends when required.  

• The flexibility to work across multiple facilities   
• To deputise for the membership team leader when required   
• Current and Valid driving License.  

   Desirable Qualifications, Experience and Skills   

• Educated to HND level or equivalent in a relevant discipline such as Sales and Marketing or Health and Fitness  
• Experience of working within finance.  

        Job Dimensions   

• Working within the sales and retention department to maximise the benefits of membership business intelligence.   

   

Core organisational competencies     

Service delivery    Champions the service, focusing on individual customer’s needs and responding with service that surpasses their expectations.

Honesty and integrity     Being truthful, keeping promises and commitments and making ethical decisions.

Respect for equality and diversity    Understanding others’ behaviours and culture and treating everyone fairly.

Personal effectiveness    Personal responsibility for making things happen – being accountable for your own actions.

     

Additional information   

• This post is subject to a basic check from Disclosure Scotland.   

• Required to work flexibly with some evening and weekend working.   
• You will be required to be aware of current Health and Safety Policy and to take responsibility for your own safety and the safety of others who may be affected by your acts or omissions at work.