Member Services Team Leader

PureGym; Leeds; On-site; GBP 25,000 - 45,000; Full time

Job description

The purpose

Lead and motivate the team to deliver an exceptional member experience. Inspire the very best from team members, encouraging an engaging and motivated team environment. Oversee ER and HR processes with support from the Team Manager. Support department performance by managing teams KPIs and SLAs.

The Team

Member Services is a digital first contact center with a strong focus on offering an exceptional member experience.

The role

We have a new opportunity for a Member Services Team Leader to join our busy Member Services team based in Leeds. In this role, you will support the team in the delivery of exceptional customer service and meeting the department objectives, inspire the very best from team members and encourage an engaging and motivating team culture.

1. Working closely with the Performance and Resource Analyst to ensure inbound contacts are handled within the agreed SLA.
2. Deliver team KPIs in line with Member Services objectives.
3. Monitor, track and record individual and team performance, including team reviews, appraisals and ongoing development plans.
4. Liaise with the Team Manager to support ongoing training and development requirements. You will record and track this and deliver ongoing coaching and feedback to the team.
5. Liaise with HR and the Team Manager to ensure required management admin is completed in a timely and accurate manner.
6. As required, deliver and support formal performance meetings, including investigation, disciplinary, absence hearings, probation reviews including recommendations for next steps.
7. Support recruitment through involvement in recruitment events and interviews.
8. Ensure good communication throughout the team using 1:1 meetings, welfare meetings, daily digest, team briefings and huddles.

The person

This role is key in the delivery of exceptional customer service to both internal and external customers. If this sounds like your perfect next step, here is what we’re looking for:

1. Strong leadership skills gained from a customer-service environment, enabling you to lead on continuous improvement and gain buy-in from all team members and colleagues.
2. A good understanding of voice, digital and social media contacts and customer journeys.
3. Able to create a motivating and engaging culture for the team.
4. A natural problem-solver, with a solution-oriented approach.
5. Takes ownership for performance and ensures that all targets are met.
6. Can positively challenge to bring out the best in others, and can build strong working relationships and networks to enable success.
7. Strong communication, organisational and time-management skills.
8. Commercially aware and uses knowledge and experience to drive success of PureGym.
9. Able to multi-task effectively, particularly in a fast-paced environment.
10. Resilient and passionate about their role.
11. Proficient in MS Office including Excel and PowerPoint.

The Benefits

1. Gym membership for you + 1.
2. Hybrid working.
3. A truly flexible working culture.
4. Personal private healthcare.
5. Life insurance.
6. Company pension contribution.
7. Holiday purchase scheme up to an additional week.
8. Great Learning & Development Resources.
9. Enhanced maternity pay.

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