Job Description
Based at Xcite Head Office and our Xcite facilities the Membership and Customer Services Team Leader role will support the Sales and Retention Manager in dealing with all aspects of the organisation’s membership. The role will also involve work across our other Xcite facilities. The role will oversee the day-to-day operation of the membership team as well as the day-to-day running of Xcite online. In addition, the post holder will be responsible for ensuring the regular cleansing of the membership data base system as well as delivering training to operational staff. You will manage the team to meet targets set by the Sales and Retention Manager to retain members who wish to cancel and encourage those to unfreeze their membership and increase the monthly DD value. The role will act as a system administrator for plus 2. The role will also have key holder and fire warden responsibilities. A full list is detailed below.
Core Accountabilities & Responsibilities
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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 line management experience in the Leisure industry or similar
- FAW at work qualification
- 1-2 years customer service experience.
- An in-depth knowledge of leisure industry.
- Excellent CRM Plus 2 knowledge, in particular membership processing procedures
- Excellent knowledge of all Xcite membership types
- 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
- Clean 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
- Key holder experience in the health and fitness industry
- Fire Marshal experience
Job Dimensions
- Working within the sales and retention department to maximise the benefits of membership business intelligence
- Direct responsibility for supporting the management membership database
- Responsible for day to day management Xcite Online
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.