Customer Service Manager

JR United Kingdom; United Kingdom; On-site; GBP 25,000 - 45,000

Job description

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Customer Service Manager - Join The Foxes Club Team!

Location: West London, Park Royal, NW10

Hours: Monday-Friday | 9 am-5:30 pm (occasional weekends may be required)

About Us:

At The Foxes Club, we believe sport is more than just a game – it’s about fun, teamwork, and building confidence. We’ve been leading the way in grassroots football, tennis, rugby, and multi-sports for 18 years, giving kids across London top-notch coaching and unforgettable experiences. As a Nike Partner Club and a proud member of the Junior Premier League, we’re all about high-quality sessions and a community-driven approach.

The Role:

We’re looking for a Customer Service Manager who can keep our members happy, our processes smooth, and our team running like a well-oiled machine. If you’re all about building great relationships, handling challenges like a pro, and making every interaction a positive one, then this might just be the perfect fit for you!

What You’ll Be Doing:

You’ll be the glue that holds our customer service team together, making sure every member, coach, and parent gets the best possible experience.

• Leading the Team: Managing, training, and supporting our customer service team so they deliver top-tier service every time.
• Creating Positive Experiences: Handling customer queries, solving problems quickly, and making sure every interaction leaves a lasting good impression.
• Improving Processes: Streamlining our customer service systems so everything runs smoothly and efficiently.
• Listening & Adapting: Gathering and analysing feedback to spot trends and find ways to make our service even better.
• Building Community: Strengthening relationships with members, coaches, and families to make The Foxes Club feel like home.
• Keeping Things Organised: Managing office operations and handling office orders and stock levels.
• Class Listings: Keep our online class listings in top shape - always accurate, up-to-date, and easy to find, so parents and players know exactly where to be and when.

What’s In It For You?

• A competitive salary with room for growth.
• Apple tech to help you stay on top of your game.
• Free breakfasts and snacks – because great service starts with great fuel.
• Exclusive access to Premier League and international football matches and events.
• Employee Assistance Programme (EAP) – looking after your mental, financial, social, and physical well-being.
• A brand-new office in West London – modern, comfortable, and fully equipped.

Who We’re Looking For:

• You’re approachable, organised, and solution-oriented.
• You have strong problem-solving skills and know how to de-escalate complaints effectively.
• You’re tech-savvy, with excellent IT literacy and a data-driven mindset.
• You’re a fantastic communicator – able to tailor messages for different audiences.
• You thrive in fast-paced environments and can balance multiple tasks without breaking a sweat.
• You know how to build great relationships and create an inclusive, supportive team culture.
• You have customer service or operations experience, and if you’ve worked in sports before – even better!

Keen to Join the Team?

Awesome! Here’s what happens next:

Apply via LinkedIn: Include a cover letter with your CV. Deadline: 6th April.

Want to Know More?

If this sounds like the perfect job for you (or if you just have a few questions), email us at [emailprotected] – we’d love to hear from you!

A Little More About Us:

We prioritise safety and inclusivity, with all team members undergoing a DBS Check. We’re committed to creating an environment where every child feels welcome and has the chance to grow, play, and succeed.

Let’s make playtime the best time – apply now and be part of The Foxes Club!