Membership Supervisor

Membership Supervisor
£17,500 - £20,000
Hours Per Week:
14 Jan 2020
28 Jan 2020
Vacancy Type:
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About the Role

Who do I report to?   Member Experience Manager

What’s the purpose of the job?

Working with the Member Experience Manager in supervising the membership team to deliver service excellence throughout the DL Club through giving our members a market leading experience every day, 7 days a week, across every day part.

What will I be doing?

  • Leading member obsessed service through inspiring and visible leadership.
  • Leading my team to deliver DL Ways of Working and legislation at all times.
  • Be the primary point of contact in the club in delivering the Restart appointments using the challenger training.
  • Proactively follow up with members contacted through the central CRM activity and ensure that Restart KPI’s are delivered.
  • Maximising the member experience and member participation through great interaction and management, effective rota management and accurate forecasting/anticipation of trends.
  • Assess the member experience through specific contact during the first month of membership and actively encourage ‘programme reviews’  for all members on an ongoing basis.
  • Contact all adult members who resign their membership - and where possible meet in person – in an attempt to recover their membership at the first stage.
  • Manage the Membership Advisor(s) to be fully conversant in all rules, regulations and administration processes, to enable them to use their understanding to best serve our members with the relevant membership solutions.
  • To work with all the Heads of Department to ensure that the club is presented at its optimum level throughout the day, to highlight any potential service issues, and encourage ownership of service recovery.
  • Ensure that you and your team have exemplary product knowledge, understanding the benefits to our members to enable you to drive enhanced usage behaviour delivered in person or through specific call requirements.
  • Work with Heads of Department to understand the quality of delivery of all products to help drive performance and enhance the member experience.
  • Ensuring the membership opening hours are fully covered at all times.
  • Manage the Membership Advisor(s) to ensure efficient, accurate and timely membership processing.
  • Manage and personally contribute to SMARTpad measures.
  • Be available to meet with Members to discuss their needs as they arise.
  • Carry out duty management shifts as required to support the management cover for the club.
  • Complete 15 calls per day to deliver the Key Performance Indicators (calls may be recorded for the purposes of training and development).

How will I be measured?

  • Observing me and my team delivering fantastic service and engagement with members.
  • Delivering individual personal objectives set by the Member Experience Manager annually.
  • Observing me and my team’s speed and efficiency to react to incidents, issues or complaints.
  • What members, team members or mystery members tell us about me and my team and our facilities.
  • Restart output and trends / successful productivity.
  • Attrition pipeline, management of Immediate Cancellations (amongst others).
  • Key KPI’s will be Member Recommend and Member Service scores.
  • My performance and my team’s performance against our objectives and our 6 Values.  
  • How well myself and my team follow DL Ways of Working.
  • Contribution to the clubs profit and loss performance, member participation and member count.
  • Achievement of cost control and budgets.
  • Compliance against all legislative and company audits.
  • Monthly club visits from Regional Manager and/or any other Club Support visitors.

What qualifications, skills and experience do I need?

  • Customer Service, business studies or CRM qualification (NVQ / HND or Diploma) – desirable
  • Experience in supervising others in a service led environment – highly desirable
  • Experience of premium hospitality or leisure sector – highly desirable
  • Experience of working with budgets.
  • Can show a genuine passion when engaging with individuals.
  • Can demonstrate excellence in customer service.
  • Strong listening and collaboration skills.
  • High levels of tenacity and resilience.
  • Team player
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