Role Overview
As a Multi‑Site Deputy General Manager, you’ll create a culture and environment where customer facing teams deliver exceptional service as well as referrals across service lines to hospitals, clinical services, and other wellbeing centres, as a part of a holistic healthcare journey. You’ll have responsibility and accountability for the delivery of all aspects of service lines along with the overall beneficiary experience. This is based around an overarching customer intimacy ethos and how service lines are experienced. The role is also responsible for the commerciality and revenue across those service lines, including membership sales and retention.
Responsibilities
- Lead and promote a beneficiary led service, designed to support customers at whatever point they are at in their health journey.
- Manage the complaints process to agreed SLAs, monitoring trends and taking action to reduce the number.
- Effectively manage concierge / Front of House and fitness teams, and the Food & Beverage service.
- Manage and drive the commercial success of all key revenue generating services and member retention within the centre, including subscriptions, swim, Food & Beverage, Retail, Creche / Nursery, Junior Programming, and ensuring appropriate action is taken on feedback from member satisfaction surveys.
- Develop initiatives and a culture that will drive customer satisfaction, future sales increase, retention levels and subsequently profitability.
- Deputise for the General Manager; relevant HR, Payroll, and membership administration, ensuring compliance to all company policies and legislation, and ensuring that all systems (financial and membership) are operational and effective.
Benefits
We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options. At Nuffield Health, we take care of what’s important to you.
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