Member Happiness Executive

Job Purpose:

To serve as support and contact for all enquiries related to the Learn to Swim programme, delivering clear, knowledgeable, and friendly support to both current and prospective members.

Key Responsibilities:

• Key contact for members ensuring prompt responses to queries taken via phone, email, WhatsApp and social media platforms, handling central communications when required.
• Assist with the booking process and follow up with potential customers who have not yet confirmed.
• Act as the first responder to customer complaints, ensuring accurate documentation and escalation when necessary and follow up with relevant team members.
• Assist Site leads with member communications and retention both in the office and on poolside.
• Represent Hamilton Aquatics at competitions and events, embodying the values and professionalism of the organisation.

Other Duties:

• Carry out any tasks assigned by Senior Management to ensure smooth operations.
• Take on additional responsibilities related to the role as needed.

Job Responsibilities

Main responsibilities:

Customer Interaction & Support

• Respond promptly to enquiries via phone, email, webchat, and social media platforms.
• Manage calls from both the office phone and company mobile.
• Assist with the booking processes and account creation.
• Communicate important updates through Whatsapp, Email and Phone.
• Assist in operational continuity by organising and communicating lesson relocations or catch-up sessions in the event of site closures.
• Processing and follow up credit notes and refund requests.
• Follow up with potential customers who have not yet confirmed.
• Follow up assessments to ensure bookings are maximised.
• Handle central communications to provide updates to swimmers and parents and ensure timely responses.
• Point of contact with members regarding any booking changes or cancellations/relocations.
• Be point of contact for bookings on poolside, taking payments as necessary through credit card transactions.
• Track and assist members with catch up sessions.
• Collect and survey parents on member happiness.

Complaint Management

• Act as the first responder to customer complaints, ensuring accurate documentation and escalation when necessary.
• Follow up with relevant team members to ensure timely and effective resolution.

Administrative Support

• Assist Site Leaders with communications both in the office and on poolside.
• Assist Site Leaders with retention of term bookings, in the office and on poolside.
• Communicate updates and changes to LTS programme members.
• Manage timetables and schedules using bespoke booking software.
• Support on LTS gala entries and communications.
• Maintain documentation, ensuring accuracy and privacy of data
• Provide reports as and when required.
• Track and follow up on pending orders

Communication & Representation

• Prepare and send communications to parents via email, phone, and WhatsApp.
• Represent Hamilton Aquatics at competitions and events, embodying the values and professionalism of the organisation.

Other Duties

• Carry out any tasks assigned by Senior Management to ensure smooth operations.
• Take on additional responsibilities related to the role as needed.
• Provide content for social media.
• Attend school sign up initiatives and open days as and when needed
• Cover reception duties as and when needed.