At a Glance
- Tasks: Deliver exceptional member experiences and coordinate front of house operations.
- Company: Join ROVA Health, a dynamic team focused on health and wellbeing.
- Benefits: Competitive salary, full-time hours, and a supportive work environment.
- Other info: Opportunity for growth in a vibrant international community.
- Why this job: Be the welcoming face of ROVA and make a real impact on member experiences.
- Qualifications: Customer service experience and strong organisational skills are essential.
The predicted salary is between 27450 - 33550 £ per year.
Two brands. One team. ROVA Health is what happens when two established names in health and wellbeing stop running in parallel and start moving together. Built on over a century of Westfield Health Group heritage and driven by the belief that the way people live, work, and recover has fundamentally changed, we exist to do something about it. This is a platform with purpose, built by people who care about getting it right. If you're joining us, you're not just starting a new job. You're helping navigate what comes next.
MEMBER EXPERIENCE COORDINATOR
Navigate the unknown as a ROVA Member Experience Specialist. This role is the front door of the ROVA experience. You'll coordinate the day-to-day delivery and continuous improvement of front of house at a secure international site, making sure every member is welcomed, looked after and pointed in the right direction from the moment they arrive. Working in close partnership with site leadership, you'll lead the Member Experience team, own the processes that keep the site running smoothly, from onboarding new members to keeping every department talking to each other, and set the tone for outstanding service. You notice the small things. That's exactly the point.
THE ROLE
- Location: Brussels, Belgium
- Language Requirements: Fluent English, French
- Salary: 2800 - 3100 EUR depending on experience
- Contract Type: 12 months, full time (38 hours per week)
WHAT YOU BRING
- Minimum high school diploma.
- A customer service or hospitality qualification is a plus.
- Experience delivering services in a customer-focused environment, ideally within corporate fitness or workplace wellbeing.
- Experience coordinating day-to-day operations and working towards participation, utilisation or service targets.
- A track record of improving service delivery and customer experience, using data and feedback to do it.
- Strong organisational and planning skills, with the ability to juggle multiple priorities.
- Calm and self-aware under pressure, reading how people are feeling and adjusting your approach.
- A natural role model who sets high standards of service and professionalism.
- Clear, professional communication with members, colleagues and stakeholders.
- Proactive ownership: you resolve day-to-day issues within your authority and escalate where needed.
- Adaptability: you stay positive when priorities shift and help the team adopt new ways of working.
DUTIES AND RESPONSIBILITIES
- 01 Own the welcome
- Deliver exceptional, consistent experiences for every member, delegate and guest.
- Coordinate member onboarding, including facility tours and introductions to our services.
- Build positive relationships with members and stakeholders, welcoming an international community in English and French.
- Respond to feedback quickly and specifically, and use it to improve the service.
- 02 Run the front of house brilliantly
- Coordinate the day-to-day delivery of front of house services.
- Apply security and access control procedures at every entry, including membership eligibility checks and visitor registration.
- Maintain compliance, safety and operational standards, and know the site's emergency and evacuation procedures inside out.
- Handle personal and member information with discretion, and keep communication flowing between every department on site.
- 03 Lead and build the team
- Lead the reception team and plan rotas and cover so the desk is always staffed to standard.
- Provide day-to-day guidance to colleagues and contractors.
- Support onboarding and training so every new team member knows what great looks like.
- Act as a role model for ROVA's values and create a positive, inclusive and supportive working environment.
- 04 Perform to your best
- Support the achievement of participation, utilisation and engagement targets.
- Monitor performance data and know what it's telling you.
- Monitor service quality and resolve operational issues before they become member issues.
- Contribute to departmental and business objectives through effective team management.
- 05 Keep raising the bar
- Identify opportunities for improvement without waiting to be asked.
- Review reception workflows and make them simpler for members and the team.
- Support the implementation of new initiatives and share best practice across teams.
- Work closely with site management and ROVA's account team, sharing feedback and usage insights.
WHAT HAPPENS NEXT
The Hiring Manager will review your application. You will have a formal interview. Offer made. ID and HR Checks.
Reception & Member Experience Coordinator - Brussel - Belgium employer: Rova Health
ROVA Health is an exceptional employer that prioritises the wellbeing of its team and clients alike, fostering a collaborative and supportive work culture. Located in Osterley, West London, employees benefit from a comprehensive health cash plan, private health insurance, and targeted learning opportunities, all while working in a vibrant environment that encourages personal and professional growth. Joining ROVA means being part of a purpose-driven organisation where your contributions directly impact the health and wellness of the community.
StudySmarter Expert Advice🤫
We think this is how you could land Reception & Member Experience Coordinator - Brussel - Belgium
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Rova Health. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Rova Health before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Reception & Member Experience Coordinator - Brussel - Belgium
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Rova Health:Your cover letter is your chance to shine! Tell us why you want to work at Rova Health specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Rova Health!
How to prepare for a job interview at Rova Health
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
