Customer Services Consultant

Title: Customer Services Consultant | £16,000 - £22,000 | Sports & Leisure | Paddington

Industry: HR and administration

Role/Sector: Admin   |   Operations

Location: North London

Placement: Graduate job (permanent)

Salary: £20,000 (per annum)

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Information on the company

Passion for Sports and Leisure? Passion for Swimming? This great company are the UK leaders for bespoke swimming tuition of all ages. They’re on a mission to grow an elite head office team to support it’s already elite swimming instructors of which consists of many Olympians and perfectionists alike.


How you can expect to spend your day:
The bulk of the role will be providing support to the sales, operations, marketing and instructor team with all day to day running of the Business. You will promote swimming lesson booking efficiency by liaising with the sales team and swimming coordinators. You are the direct link between all instructor/customer communications which may include; dealing with a mismatch, delivering student feedback to customers, delivering customer feedback to instructors and resolving any issues that may arise.

Some key performance indicators of the role are;  
  • Re enrolment & Retention
  • Customer satisfaction and refund reduction. 
  • Provide exceptional customer service to our customers and go above and beyond to resolve any matters that may arise.
  • Inbound/Outbound Calls, Web Chat, Emails (Tickets) are answered within the set SLA’s 
  • Monitor Scheduling, including occupancy and efficiency within the in-house CRM System, identifying needs to create courses for business demands.
  • Effectively and timely communicate any lesson updates to parents. 
  • Support retention & marketing campaign initiatives within the agreed follow up the timeframe.
  • Courtesy calls updating customers on change of Instructors or new replacement instructors
  • Ensure all interactions are accurately recorded within Flow database system.
  • Liaise with operations teams to ensure instructors are available to deliver lessons.
  • Liaise with instructors to ensure all data is being updated on the system in regard to student progression and swimming ability. 
The ideal candidate’s personality and qualifications:
  • A recent graduate with strong analytical and customer service skills 
  • A relentless drive for high quality
  • Passion for sports and leisure (desirable interest in swimming) 

What are the perks of working at this company? 
  • Discounted Swimming lessons for staff/family
  • Opportunity for career development within the central ops team
  • Perkbox employee benefits
  • We work head office.
  • Team socials with network of 150+ swimming instructors
  • High exposure to senior leadership team
  • Bonus structure

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