Customer Relations Manager

£29,604

Permanent, Full-time

Heston Pools and Fitness

About Lampton Leisure

We set established high standards with our exuberant, friendly, driven professional approach across all our sites in Brentford, Chiswick, Hanworth, Heston, Isleworth & Osterley. Our leisure centres boast a full range of facilities including fitness studios, health suites, swimming pools, indoor & outdoor courts, pitches, tracks, and café facilities. It is our mission to provide inclusive and safe environments where we deliver supportive and professional services for all ages, abilities, and backgrounds to make a real difference and an enjoyable customer experience for all users of the Centre’s facilities.

About the Job

As a Customer Relations Manager, you will drive member retention and deliver strong customer service within Heston Pools and Fitness as well as acting as a duty manager for the leisure centre 2 shifts a week. You will be an ambassador for Lampton Leisure and be expected to lead from the front, motivate and inspire your team to deliver excellent results, whilst improving guest services and guest satisfaction that will see repeat business, excellent reviews and recommendation. The successful applicant will have great communication, teamwork, leadership, analytical skills, and a keen interest in the leisure industry.

Key Responsibilities include:

Line management of customer relation advisors, responsibility for recruitment, induction, delivering training, appraisal, development, and performance management of staff, including one-to-ones 
Make outbound calls with customers who want to cancel their subscriptions and aim to retain them as customers 
Develop positive relationships with the dry and wet side team to help retain customers and find the right membership for customers needs. 
Deliver great customer services over telephone, email, live chat and in person.
Assist customers in weighing up their options, supporting the right choice of membership for each individual customer.
Ensure the efficient and effective operation of the reception area 
To achieve and exceed customer retention targets 
Welcome and on-boarding process for all customers and remain in contact with new members 
Upload customers data and run reports on our online logging platforms e.g. Gladstone, MRM. 
Achieve KPIs and sales targets set by CRM and central support 
Monitor and control entry to the Centre 
Manage Prospects database and contribute towards lead generation in accordance with marketing planning, including outreach 

About you

The role requires you to have strong customer service, creative, organisational skills and a passion for people. The successful candidate will have a track record of improving customer feedback, member retentions and motivating a team to achieve the business KPI’s every month.

In return Lampton Group will offer you  

Free parking at all Leisure Centre Sites
22 days holiday allowance, plus bank holidays
Free gym membership 
- discounts and offers from top brands and services
Enhanced Maternity and Paternity leave 
Pension Scheme  
Refer a Friend Scheme offering up £250 for each new employee referred
Staff wellbeing services, including access to online GP, occupational health and EAP
Flu Jabs   
Eye care vouchers and support towards glasses 
Cycle to work scheme 
Electric Car salary sacrifice scheme 

Due to the needs of the business and the department, we may interview suitable candidates before the closing date. This job may also close early if a large number of applications are received. You are advised to submit your application as early as possible to avoid missing your chance to apply.

About Lampton Group

The Lampton Group of companies (the “Group”) was established by the London Borough of Hounslow (the "Council") in 2012 in order to fulfil two main objectives: to deliver social value services on a local level; and to be commercial; fostering an entrepreneurial spirit and promoting growth. The Group has a social heart with a commercial head and delivers outstanding services across the Borough of Hounslow.

We are made up of five distinct business areas:

Services - delivering first class repairs, maintenance, and facilities management to Council and Lampton Group owned residential housing.
Recycle - delivering domestic refuse and commercial waste collection as well as  recycling services.
Greenspace - delivering horticulture and conservation services, and parks maintenance.
Leisure – delivering six leisure and sports centres, with facilities offering everything from state-of-the-art gyms, multiple swimming pools, tennis courts, soft play, a running track and more.
Homes – delivering up to 1500 new build homes over the next 5 years by re-developing local authority land into residential and mixed-use projects.  

Our companies represent a bold, new and ambitious approach by a London Borough. Underpinning everything we do are our CORE values: Customer First. One Team. Respectful. Energised.

Diversity, equity and inclusion are at the heart of what we value as an organisation. Lampton Group is an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support with any reasonable adjustments that are needed within the recruitment process. 

Important information:

This post is exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to this post will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS). The Disclosure and Barring Service (DBS) helps employers make safer recruitment decisions and prevent unsuitable people from working with vulnerable groups, including children. It replaces the Criminal Records Bureau (CRB) and Independent Safeguarding Authority (ISA).