Customer Service Supervisor - Part Time - Guildford Spectrum

If you feel driven to inspire people to be more active, improve their wellbeing and would like a job that will make a real difference to local people’s lives then Freedom Leisure is the place for you!

We are a not-for-profit leisure trust with a strong purpose and commitment to support our local communities and hard-to-reach groups encouraging them to become more active, contributing to improved lives. From swimming lessons to walking football and everything in-between, we are driven to provide fun and welcoming sessions to support the whole community to be active, both within our leisure centres and in the local community.

We are looking for a Customer Service Supervisor to join our team at Guildford Spectrum! This is a fantastic opportunity for someone who has excellent customer service skills and is looking to take the next move in their career. It is essential that you have the ability to deal with people at all levels and enjoy working as part of a team.

Joining a friendly and supportive team, you will build your knowledge of what’s on offer at Guildford Spectrum so that you can share this with our users. No two days will be the same as you interact with a wide range of centre users. You will also have the opportunity to deliver our catering service from the combined reception café area.

The good thing is that we provide you with full training and great potential for career progression. We have over 100 facilities across England and Wales – many of our staff have built successful careers with us because they love having a positive impact in their local communities and enjoy the variety that the role provides.

In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.

Hours: 15.5 hours a week, Monday to Sunday (rota basis)

• To supervise the Customer Service Assistants to ensure an exceptional experience for customers.
• To supervise and manage the customer service team on a day-to-day basis, performance managing, identifying training needs, and ensuring motivation and morale levels are high.
• To assist in the recruitment, retention, induction, and training of all customer service staff focusing on delivering excellent customer service.
• To manage the staff rota system ensuring the necessary staffing arrangements are made according to required staff levels and within financial constraints, and that all shifts are covered.
• Experience of working in a face-to-face customer service environment.
• Team supervision.
• Dealing with customer comments and complaints.
• Manage the ordering, stock, and display of our goods for the retail area.
• Ensure daily cleaning of the reception and service area.
• Take an active lead role in promoting items for sale; positively promote an up-selling culture to staff and colleagues.

• Assist the membership team in service delivery of our member journey experience from enquiry to fully-fledged member.

• Assist with reporting and replying to customer feedback.

We want you to love coming to work, feeling healthy, happy, and valued. That's why we've developed a benefits package with you in mind, so what can we offer you?

• My Staff Shop, our very own staff benefit scheme, gives employees access to a great range of benefits. Get discounts on cinema tickets, travel bookings, high street e-vouchers, gift cards, days out, leisure activities, and your day-to-day spending.
• Discounted Staff membership (including family members).
• Incremental holidays.
• Employee Assistance Programme - 24/7 confidential, independent and professional counselling.
• Company pension.
• Various insurance and saving schemes.
• Financial advice.
• Cycle-to-work and Car Leasing tax-efficient schemes (salaried staff only).
• All this as well as fully funded training and career progression opportunities in a team working environment.

Closing Date: 1st May 2025

Salary: up to £10,110 per annum