Location
Tooley St, London

Hours
Permanent, Full Time, 36 hours a week. Some weekend and evening work will be required to meet service needs.

Salary
£49,155 per annum

About the Role
Are you passionate about creating outstanding customer experiences? Are you ready to shape the future of leisure services and make a real difference in your community? Southwark is a vibrant borough full of energy and opportunity, with large-scale investment programmes transforming the area to create a fairer, safer, and more modern environment for all.

This is your chance to be part of something transformative. Join Southwark Council and lead our Membership Support Team, playing a vital role in enhancing the experiences of thousands of members across the borough.

Key responsibilities include delivering high-quality, centralised support for all membership enquiries; proactively managing payment issues including failed Direct Debits; leading on win-backs to re-engage former members and recover lapsed accounts; administering membership changes with accuracy and compliance; monitoring KPIs and supporting strategic decision-making; coordinating with Leisure Centre staff to resolve complex queries; maintaining accurate membership records; communicating clearly with members about promotions, policies, and account information; supporting onboarding, training, and development of new team members; identifying opportunities to improve processes and the overall member experience; and building strong relationships with members and internal stakeholders to enhance our reputation.

Southwark Leisure Services operates across several sites, seven days a week from early morning to late night. The post holder will occasionally be required to work outside normal office hours and at different venues to meet service needs.

Please note the closing date for applications may be brought forward depending on the volume of applications received. We encourage early submission to avoid missing out on this opportunity.

Join us in creating a healthier, brighter future for Southwark residents. Apply today!

Experience
Proven experience in customer service or sales, ideally in a busy, customer-facing environment. Experience handling complaints and resolving issues effectively. Competence using CRM systems and understanding sales processes.

About you
Strong leadership skills with the ability to coach and motivate a team. Excellent interpersonal, communication, and analytical skills. Flexibility, initiative, and the ability to make sound judgments under pressure.

Additional Information
The role is classed as Regulated Activity under safeguarding legislation. To help ensure the safety and wellbeing of those we support, you will be asked to declare all cautions and both spent and unspent convictions as part of the recruitment process.