Lead Service Excellence Manager
Leverage your passion for delivering exceptional customer experiences to lead our high-energy reception team. This is your chance to drive service excellence and create memorable interactions that keep our members coming back.
The role involves training and mentoring the Reception team to achieve outstanding service and KPIs, managing overdue accounts, cancellations, and enquiries while driving company objectives, and handling calls, resolving queries, processing memberships, sales, and bookings efficiently.
Responsibilities:
* Train and mentor the Reception team to deliver exceptional service and smash customer KPIs
* Manage overdue accounts, cancellations, and enquiries to drive business results
* Owning rostering and scheduling to ensure peak performance at all times
* Handle calls, resolve queries, process memberships, sales, and bookings with ease
Requirements:
* A proven customer service leader who connects with people instantly
* Someone who thrives in goal-driven environments and loves achieving targets
* A natural problem-solver who shows initiative, reliability, and passion for health & fitness
* Professional, proactive, and hungry to grow into bigger opportunities
* Tech-savvy, First Aid/CPR ready (or willing to attain), flexible with shifts, and fully work-rights compliant
Benefits:
* Opportunity to make a lasting impact on our members' experiences
* Chance to develop leadership skills and take charge of a high-performing team
* Fast-paced and dynamic work environment with plenty of opportunities for growth