Customer Experience Manager West Midlands
Job description
Location: Homebased with travel to sites Nationally.
Salary: Up to £45,000
Here within Serco Leisure our goal is to get more people, more active, more often. We provide affordable access to a wide range of sports and leisure facilities to support healthier and happier people across all segments of the local community. Our mission is to encourage our communities to participate in physical activity in a safe, clean, fun and friendly environment.
To deliver those services takes an enthusiastic and customer focused team - and right now we are looking to recruit for a Customer Experience Manager to play a key role in driving customer satisfaction and loyalty.
Reporting to the Marketing Director you will be Responsible for overseeing and enhancing the overall customer experience within our leisure facilities. The role will see you design, lead and implement our customer experience strategy, which shall be focused on creating positive interactions, addressing customer needs, managing the customer life cycle and continuously improving processes to exceed customer expectations.
Within this role you will define customer experience objectives, metrics and drive continuous improvement to increase customer satisfaction and loyalty, ensuring that the company interactions meet customer needs whilst managing the customer life cycle.
What you’ll need to do this role
First and foremost, you will be someone who has a “can do” attitude who can be committed to teamwork and collaboration. You will have the ability to work well with colleagues at all levels and to inject fun into the role.
This role will see you being a strategic thinker with continual focus on objectives, as well as timescales and budgets.
Using your customer experience background in either leisure or other customer service/focussed industries you will be customer centric, being able to discern emerging and driving themes that support customer acquisition and the overall customer experience.
Although this role will be homebased you will be expected to travel nationally to conduct site visits therefore it is essential that you either hold a Full UK Driving licence or can travel to different locations.
Why Join us
Meaningful and vital work: Working within Leisure means that you’ll play a critical role in ensuring that the communities we serve receive exceptional service and you’ll help to provide our local communities with a safe and fun environment to stay healthy and connected to others.
A world of opportunity: It takes a diverse team to support our Leisure business and we’re big on internal progression. So, whether you specialise your skills, undertake additional training or progress into senior management you’ll find all the opportunity you need to evolve your career.
Great people: Our staff are dedicated to providing the best possible service for our customers and we welcome those who take similar pride in their work.
What we offer
Heavily discounted use of classes and facilities
Excellent Development and Training Opportunities
6% employer matched pension contribution
25 days annual leave
Life assurance up to 2x base salary
Simply health cash plan
Anytime health line
Employee assistance programme
Benefits portal offering discounts on eating out, travel, shopping and entertainment
A safe and supportive culture
A chance to make a positive difference to the community
Company Car
Serco/Serco Leisure Operating Limited are appointed as the Trust’s Managing Agents. We manage the recruitment process and the Trust’s employees in the delivery of the service on their behalf. The Trust is committed to equal opportunities and requests any potential applicant to contact the Recruitment Team on 0345 010 4000 as soon as possible if an applicant has any additional queries, requirements or will need additional time in submitting an application. Applicants should be aware that in line with the company’s policy, employees will have a DBS check where appropriate.
- Google Chrome is the preferred browser to access Serco careers website*
