Regional Customer Service Manager – Health & Fitness
£42,500 + £3480 Car Allowance + 15% bonus potential
We are working with a leading leisure and fitness operator to find a Regional Customer Service Manager to provide strategic, commercial, and operational support to the front of house teams across 80 leisure centres. Your region covers a wide territory, going as far North as Middlesborough, down to Bedfordshire and across to Norfolk and Suffolk with a strong focus on Leicestershire, Derbyshire and Nottinghamshire. As such an ideal base location will be in the East Midlands. This is a high-impact, specialist role focused on driving transformation across Customer Service and Operations where you will be tasked with shaping standards and raising performance, influencing regional strategy and building a service culture fit for the future.
The role is typically Monday-Friday with just 1 weekend working in 4, 1-2 days/week working from home with 3-4 days week visiting sites and concentrating on the highest turnover operations, mobilising new contracts and those centres that are missing targets and Key performance indicators as well as attending regional meetings. It is likely you will spend 4-5 days per month staying overnight in a Premier Inn,
Key Responsibilities
- Ensuring consistent delivery of high standards and improved enquiry management
- Meet key targets for SPH, data and money collection, enquiry management and mystery shop scores.
- Work closely with the head of retail management on product promotion, sales, and product availability.
- Leads and embeds digital transformation initiatives across the front of house teams
- Develops and implements clear 12-month business and training plans
- Builds strong partnerships with Sales and Operational colleagues
- Improves enquiry response times and enhances member experience.
- Ensures process consistency and compliance across all sites.
- Have a good understanding/analysis of all social media platforms driving enquiries
Qualifications
- Proven experience managing a significant multi-site customer service team.
- Is collaborative, commercially aware, and results-focused
- Coaches’ teams to high performance through positive influence.
- Has a full, clean UK driving licence and is prepared to travel extensively.
- Ideally have a genuine interest and passion for health and fitness.
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