Sales & Service Manager in Wolverhampton

About Us

Join the City of Wolverhampton Council's WV Active team! We are dedicated to delivering high-quality services to our community and promoting active lifestyles. Our WV Active centres provide a welcoming environment for all, and we are looking for a passionate and self-motivated Sales & Service Manager to help us grow the business and deliver an excellent customer experience.

Job Purpose and Role

Supporting the Membership Manager and General Manager in the overall performance and delivery of the service in the Centre/centres, including customer service, cleanliness, staffing, health & safety and brand delivery. Ensuring that Key Service Performance Indicators are met. The Sales & Service Manager will specialise in sales, income generation and customer service as defined by business needs.

Principal Duties and Responsibilities

• To build excellent relationships with customers and create an excellent, ‘customer experience’ within the centre/centres at all times.
• Continually monitor and review the standards achieved, taking appropriate action to rectify adverse trends identified through audit or other mechanisms.
• Personally review the ongoing levels of customer comments and complaints taking appropriate action where necessary.
• Actively develop and maintain effective relationships and partnerships – internally with other departments; clubs and other bodies and with the Client.
• Achieve the business plan for the centre / centres, ensuring that the membership base is sustained and grows.
• Complete daily Duty Manager shifts, leading by example, supervising operational shifts and carrying out any other duties as required and commensurate with the post’s level of responsibility (including cover at other Centres).
• Assist the Membership Manager in creating and ensuring that a comprehensive marketing and outreach plan is written quarterly to ensure that both financial and membership targets are met.
• To monitor and reply to comments on WV Active’s social media platforms and to create engaging content for use on our social media platforms.
• Ensure the effective and efficient operation of all secondary spend opportunities within the centre and effectively implement the rollout of any changes ensuring that implementation is as smooth as possible with minimal disruption to customers.
• Ensure the secondary spend through merchandising, concessions and refreshments are maximised and are relevant in the marketplace.
• To raise orders and sundry debtors using the council’s finance system as requested by the General Manager, Sports & Activities Manager or Sports & Events Manager.
• Ensure that all staff reach their individual sales and referral targets – monitoring sales performance of the team to meet company KPI and sales targets.
• Develop a sales and promotional plan and work with the Marketing team and Membership Manager to ensure all sales communications and marketing are cohesive.
• Evaluate all sales promotions for profitability / raising brand awareness.
• Ensure the effective and efficient operation of all brands within the centre and effectively implement the rollout of any changes to the Brand and sales promotions are communicated to all staff, partners and customers.
• Provide sales training and development to the sales team, centre staff and partners.
• Evaluate the market and competitor analysis – know how to sell the strengths of the business.
• Manage Customer Service Assistants to ensure they are well trained, supported and equipped to deliver a great customer journey.
• Review the ongoing levels of customer feedback taking appropriate action where necessary.
• Any other duties commensurate of the post.

Essential Qualifications and/or Training

• Degree level or equivalent qualification in relevant subject area or relevant professional experience.
• Relevant sales and customer service qualification and/or relevant professional experience.
• RLSS National Pool Lifeguard Qualification (or ability to achieve before commencement).
• First Aid at Work Certificate (or ability to achieve before commencement).
• Pool Plant Operator Certificate (or ability to achieve before commencement).

Notes

The grade for the job includes consideration for the nature of the job, which will include providing a service at times customers find convenient, e.g. weekends, early mornings, evenings and Bank holiday work. Customer demand/usage will determine working patterns. There will be no additional payments over and above the grade indicated which takes account of the working pattern requirements. This post is subject to a satisfactory Disclosure and Barring Service (DBS) check.

Diversity and Inclusion

We are committed to building a workforce that is reflective of the diverse community we serve. We want to attract the best applications from people of all backgrounds and underrepresented groups because we strongly believe in adding value through diversity, inclusion, and equality. Our employees enable us to deliver services that are accessible, inclusive, and reflective of Wolverhampton residents. We are a Disability Confident Employer and hold recognitions that reflect our commitment to diversity and inclusion.

We encourage an inclusive culture where employees can flourish and be themselves. We have staff equality forums for employees to join.