Customer Service Manager - Aberdeen, Aberdeenshire

Main Purpose of Job

Together with the Customer Service Assistants (CSAs) you’ll provide the first point of contact for current and potential ASV customers through face-to-face contact, telephone, social media or e-mail enquiries. You will support the CSAs in their roles through the provision of leadership, training and mentoring. You will play a role in undertaking administrative duties ensuring our members & visitors have a great experience with every single visit and help achieve ASV’s vision and values. As well as being organised and a confident communicator, you flourish in a busy environment and understand the importance of being a team player. You bring enthusiasm, a passion for excellent customer service excellence and a 'can-do' attitude.

Reporting Relationships

Position Reports to: Head of Business Development

Directly Supervises: Customer Service Assistants

Job Description Main Duties

Key Work Areas:

• Provide a single point of accountability for delivery of exceptional customer experience
• Line manages the CSA team, providing performance reviews, recruitment, rota management and observe ASV codes of conduct are being carried out at all times.
• Provide operational leadership across all functions ensuring a consistent customer experience across the organisation
• Lead alongside the Sales & Membership Manager to monitor, action and educate on our external mystery visit program
• Lead on access control, gate management and financial reporting including debt recovery and payments within the front of house function
• Welcome customers to the facility in the appropriate manner, dealing with any queries or issues arising.
• Provide information and support to current and potential customers using expert knowledge of all functions
• Responsible for monitoring and recording all customer feedback and providing appropriate analysis of trends to management team on a monthly basis
• Responsible for ensuring service provided is always of the highest quality and that training and development needs are directed towards exceptional customer service.
• First line of response to formal customer feedback and queries as part of our Complaints Handling Procedure
• Ensure the Leisure Management System (LMS) is fully updated with any bookings, new member details, customer comments, pricing, activities and courses.
• Work in conjunction with business support to ensure new set ups within the LMS and provide training / refreshers to staff on new and existing products
• Ensure any changes such as pricing/activities/courses are fully implemented to the LMS.
• Complete ‘back office’ processes for the LMS and associated systems including management bookings, reporting, invoice management, account management, utilisation data and other information as required by the Leadership Team.
• Liaise with the Business Support manager to ensure all IT requirements are in place for the team, including telephone, email and communication platforms
• Train, educate and lead the CSA team in key aspects of their roles including marketing offers, customer journey, sales targets, and emergency procedures.
• Work in conjunction with the Sales and Membership Manager to achieve membership growth and hit sales targets by successfully mentoring the customer service team.
• Work in conjunction with the sales and membership function
• Lead on customer engagement activities including customer engagement calendar and surveys. This includes NPS scoring.
• Lead on achieving Customer Service Excellence accreditation and standards.
• Support the implementation of new initiatives and projects relating to overall customer experience
• Act as a key point of contact with regional & national events to ensure the delivery of world class customer experience, liaising directly with the Head of Sport and Events.
• Perform the core duties of a CSA, as required, and any other duties as reasonably requested by management.
• Ensure your working hours are reflective of the needs of the business to ensure there is managerial presence at key operational hours
• To undertake any other duties as may be reasonably requested by management.

Health & Safety

Key Work Areas:

• To co-operate with organisational requirements to ensure that statutory duties are met.
• Take care of self and others who may be affected by your acts or omissions.