Placemaker Manager (Customer Service and Membership Manager) - Kingston Leisure Centre

We are Places for People Group, we're a social enterprise that believes it's people that make a community. That's why we build homes and deliver services for everyone in the community to thrive. At Places Leisure we are changing lives by creating active places and healthy people for communities to thrive, and we want to be the UK's leading health and wellbeing enabler.

We aren't your typical company. We apply the same philosophy to our People as we do to our communities, ensuring our team is appreciated and supported. At Places for People, you're more than just a number - you're part of our cause.

More about your role

Join us at Places Leisure's brand-new £50 million flagship leisure centre, right in the heart of Kingston.

This state-of-the-art facility represents an exciting new chapter for Places Leisure, offering a fantastic opportunity to be part of a landmark development from day one. Help us build an exceptional team, shape the culture of this incredible new venue and deliver an outstanding experience for our customers and community.

You will work across our brand new Kingston leisure centre, helping drive membership numbers by creating an environment that is friendly, welcoming and supportive of a customer's choice on how, when and where they are active. You will be responsible for supporting your team to deliver outstanding levels of customer service and the centre advocates the benefits of activity in all its forms.

You will lead and coach the membership teams in the ‘everyone a member' objective, ensuring that they respond to all membership enquiries from prospective and current members. Your team will show an interest in those that have shown an interest in us – be responsible for the following up of all enquiries and prospects who do not join. Manage enquiries and prospects making full use of the technology provided and following the processes and procedures determined.

You will monitor your personal and your team's sales performance and complete any reporting requirements within deadlines. You will ensure that your team uses sales tools and techniques documented within Places Leisure Membership management manual and those communicated through coaching and training

As a leisure facility operating seven days a week, the centre requires flexibility to work across a range of days and shifts, including evenings and weekends, to support our customers and the needs of the business. You may also be required to undertake keyholder responsibilities, including opening and closing the facility, ensuring the security of the building and following all relevant opening and closing procedures.

For more information please download our job profile available on our website.

More about you

You will have experience in membership sales, ideally within a leisure/hospitality environment. You should also have experience of leading teams, managing them to KPIs. You should be passionate about health and fitness and have strong product knowledge. As a manager you will need to communicate Places Leisure's vision to your team and ensure everyone undertakes a customer first approach and understands the team's objectives.

You will need to evidence at interview how you have motivated teams to deliver sales and customer service on a consistent basis. You should also have a background in a customer facing role and be used to hitting targets to achieve individual and team targets. You will be a manager who leads from the front, as comfortable showing prospective members around the site as you are motivating a team.

Essential criteria

• Previous experience in a supervisory or management role within a customer-facing environment.

• Experience of leading and developing teams to deliver excellent customer service.

• Experience of managing day-to-day operations, resolving customer issues and maintaining service standards.

• Experience of working to and delivering against membership or revenue performance targets.

Desirable criteria

• Experience of working within the leisure, hospitality or customer service industry.

• Experience of managing sales, membership growth, retention or customer engagement.

• Experience of using operational systems and processes to monitor performance and support service delivery.

Benefits

We are a large, diverse and ambitious business, which will give you all the challenge you could wish for.

We know that there's always more we can do to make you smile, that's why we offer a comprehensive benefits package with each role, yours will include:

• A bonus scheme for all colleagues at 2%
• Full Health & Fitness membership for you, a nominated adult and up to 4 juniors
• Flexible working (including part time working, shift work and more)
• An opportunity to purchase additional annual leave
• Lots of opportunity to access ongoing personal learning and development
• Access to our Company Pension scheme
• Cashback plan for healthcare costs – up to £500 saving per year
• Discounts of up to 50% on activities, centre shop and cafes
• Extra perks including huge discounts and offers from shops, cinemas and much more.