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- Tasks: Lead customer experience teams to deliver exceptional service and drive commercial success.
- Company: Nuffield Health, a charity focused on building a healthier nation.
- Benefits: Free gym membership, health assessments, retail discounts, and pension options.
- Why this job: Make a real impact on people's health journeys while developing your career.
- Qualifications: Experience in customer service management and a passion for wellbeing.
- Other info: Dynamic role with opportunities for personal and professional growth.
The predicted salary is between 32000 - 40000 £ per year.
Nuffield Health is the charity that’s building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes – we’ll do whatever it takes to look after the UK’s wellbeing. It starts with passion and commitment to quality.
As a Multi-Site Customer Experience 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.
As our Multi-Site Customer Experience Manager, you will:
- 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 and 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.
Helping you feel good. 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. Join Nuffield Health and create the future you want, today.
If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it’s a good idea to apply right away to ensure you’re considered for this role. It starts with you.
Multi-Site Customer Experience Manager Full Time in Aylesbury employer: Nuffield Health
Contact Detail:
Nuffield Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Multi-Site Customer Experience Manager Full Time in Aylesbury
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Nuffield Health on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding Nuffield Health's ethos. They’re all about customer intimacy and wellbeing, so think of examples from your past that showcase how you've delivered exceptional service and driven customer satisfaction.
✨Tip Number 3
Show your passion for health and fitness! Whether it’s through personal experiences or professional achievements, let them know why you care about creating a healthier nation. It’ll resonate with their mission.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re always on the lookout for candidates who are eager to join our mission.
We think you need these skills to ace Multi-Site Customer Experience Manager Full Time in Aylesbury
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for customer experience shine through. We want to see how committed you are to creating a positive environment for our customers. Share specific examples of how you've made a difference in previous roles!
Tailor Your CV: Make sure your CV is tailored to the Multi-Site Customer Experience Manager role. Highlight relevant experience and skills that align with our ethos of customer intimacy and service excellence. We love seeing how your background fits with what we do!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, so don’t be afraid to show us your personality while keeping it professional!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at Nuffield Health!
How to prepare for a job interview at Nuffield Health
✨Know the Company Inside Out
Before your interview, take some time to research Nuffield Health. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the role and the company.
✨Showcase Your Customer Experience Skills
As a Multi-Site Customer Experience Manager, you'll need to demonstrate your ability to lead customer-facing teams. Prepare specific examples from your past experiences where you've successfully improved customer satisfaction or managed complaints. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Commercial Questions
Since the role involves managing revenue-generating services, be ready to discuss your experience with sales and retention strategies. Think of ways you've driven commercial success in previous roles and be prepared to share those insights during the interview.
✨Ask Insightful Questions
At the end of the interview, you'll likely have the chance to ask questions. Use this opportunity to inquire about the company's approach to customer experience and how they measure success. This shows that you're not just interested in the role, but also in contributing to the company's goals.