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- Tasks: Lead customer experience initiatives and manage service teams to enhance satisfaction.
- Company: Join Nuffield Health, a leader in holistic healthcare and wellbeing services.
- Benefits: Enjoy perks like free gym membership, health assessments, and retail discounts.
- Why this job: Be part of a dynamic team focused on improving health journeys and customer satisfaction.
- Qualifications: Experience in customer service management and a passion for health and fitness.
- Other info: This is a full-time role at our flagship Milngavie FWC site.
The predicted salary is between 30700 - 38500 £ per year.
As a Customer Experience Manager, you’ll create a culture and environment where customer-facing teams deliver exceptional service and referrals across service lines to hospitals, clinical services, and other wellbeing centres, as part of a holistic healthcare journey.
As the Customer Experience Manager at our flagship site, Milngavie FWC, you will face a unique setting and challenge. You will drive growth across our Fitness & Wellbeing centre, our successful Racquets proposition—including new state-of-the-art artificial Advantage clay courts and Padel court—and our Golf facility, Dougaslton Golf Course. Your focus will be on increasing visitor revenues, membership base, and private & corporate events.
You will be responsible for delivering all aspects of service lines and the overall beneficiary experience, based on a customer intimacy ethos. The role also includes managing the commerciality and revenue of these service lines, including membership sales and retention.
As our Multi-Site Customer Experience Manager, you will:
- Lead and promote a beneficiary-led service designed to support customers at any point in their health journey.
- Manage the complaints process within agreed SLAs, monitor trends, and take action to reduce complaints.
- Manage and motivate concierge / Front of House, fitness teams, and Food & Beverage services.
- Drive the commercial success of revenue-generating services and member retention, including subscriptions, swim, Food and Beverage, Retail, Creche / Nursery, Junior Programming, and act on feedback from satisfaction surveys.
- Develop initiatives and foster a culture that enhances customer satisfaction, sales, retention, and profitability.
- Deputise for the General Manager when needed.
We want you to love coming to work, feeling healthy, happy, and valued. Our benefits package includes fitness, lifestyle, health, and 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.
If you’re interested, start your application now. We review applications as received and may close the advert early if we receive a high volume of applications. Apply promptly to be considered for this role.
Customer Experience Manager employer: Nuffield Health Brentwood
Contact Detail:
Nuffield Health Brentwood Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Familiarise yourself with the specific services offered at the Milngavie FWC, including the Fitness & Wellbeing centre and the new racquets facilities. Understanding these offerings will help you demonstrate your knowledge and passion for enhancing customer experiences during any discussions.
✨Tip Number 2
Network with current employees or industry professionals who have experience in customer experience management. They can provide insights into the company culture and expectations, which can be invaluable when preparing for interviews.
✨Tip Number 3
Showcase your ability to manage and motivate teams by preparing examples of how you've successfully led customer-facing teams in the past. Highlighting your leadership skills will be crucial for this role.
✨Tip Number 4
Research common customer complaints in the fitness and wellbeing sector and think about strategies to address them. Being able to discuss how you would handle complaints and improve customer satisfaction will set you apart from other candidates.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, particularly in fitness or wellbeing sectors. Use specific examples that demonstrate your ability to enhance customer satisfaction and drive revenue.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience and your understanding of the role. Mention how your previous experiences align with the responsibilities outlined in the job description, such as managing teams and driving commercial success.
Highlight Relevant Skills: Emphasise skills that are crucial for the role, such as leadership, communication, and problem-solving. Provide examples of how you've successfully managed complaints or improved customer satisfaction in past roles.
Showcase Your Achievements: Include quantifiable achievements in your application, such as percentage increases in customer retention or revenue growth. This will help demonstrate your impact in previous positions and your potential value to the company.
How to prepare for a job interview at Nuffield Health Brentwood
✨Understand the Customer Journey
Familiarise yourself with the holistic healthcare journey that the company promotes. Be prepared to discuss how you can enhance customer experiences at various touchpoints, especially in fitness and wellbeing services.
✨Showcase Leadership Skills
As a Customer Experience Manager, you'll need to lead diverse teams. Prepare examples of how you've motivated and managed teams in the past, particularly in customer-facing roles, to demonstrate your leadership capabilities.
✨Prepare for Commercial Discussions
Since the role involves driving revenue and managing service lines, be ready to discuss strategies for increasing membership sales and retention. Think about innovative ideas you've implemented in previous roles that could apply here.
✨Emphasise Problem-Solving Abilities
The job includes managing complaints and improving customer satisfaction. Prepare to share specific instances where you've successfully resolved customer issues and how you monitored trends to prevent future complaints.
