Service Supervisor

Cynergi Health & Fitness Club, Malta’s premier health and fitness club which forms part of the Eden Leisure Group is looking for a full-time Customer Service Supervisor.

Responsibilities

GENERAL

• To assist the Club General Manager in ensuring that standards are sustained in the club by focussing on Key Performance Indicators.
• To continuously improve the quality of service provision at the club.
• To grow club membership through increased membership sales and retention.
• To undertake any reasonable request as directed by the General Manager, Management team and Directors.

OPERATIONAL

• To assist the Front of House team in maximising sales opportunities:
• To set up and manage an effective CRM system, recording and following up on membership sales leads and successfully closing them, and to investigate and develop ways to increase membership sales/improve membership prospecting.
• Providing guided tours of the club to prospective members.
• Identifying opportunities and implementing schemes to cross-sell and up-sell products, services and memberships.
• To strive to improve membership retention at all times:
• Contacting new members to welcome them to the club and ensure they are aware of the membership pathway.
• Contacting members whose memberships are about to expire to encourage them to renew.
• Identifying opportunities and implementing schemes to encourage existing members to retain their membership.
• Acting as the main point of contact for existing members, and assisting them with membership queries and complaints, including but not limited to:
• Managing and responding to all incoming member-related emails and enquiries on social media channels.
• Being responsible for managing and administering membership freeze and termination requests, striving to retain members wherever possible by offering alternative solutions and/or products.
• Conducting surveys and member service calls/conversations in order to identify potential failures in service and opportunities for service improvement and build rapport with members.
• To liaise with the club’s Fitness Manager in ensuring the smooth operation of the club at all times to mitigate any impact on service provision.
• To provide assistance to the Front of House team during busy periods, and to be competent with all operational aspects of the club and provide support where necessary, due to sickness/holidays, or demand.
• To help develop and foster a culture of 360° feedback throughout the club, with both members and colleagues, in order to continuously enhance and improve service provision.

ADMINISTRATION

• To guide & assist the Front of House team in the correct delivery of the sales process and assist the Club General Manager in continually seeking to improve the process.
• To ensure membership paperwork and other documentation is in good order across the department, and is controlled, filed and archived correctly and in accordance with GDPR.

Requirements

• Have a good standard of education;
• Be able to work flexible, including weekends as necessary;
• Previous experience in a customer service role;
• Be smart in appearance;
• Strong time management skills;
• Easy going, peoples person who can easily manage and delegate the team as necessary;
• Computer skills such as Excel, Outlook etc;
• Fluent in English and, ideally, also Maltese.

What You Will Get

• The opportunity to work with a fun team which is always at the top of its game and striving to be more innovative than they were before.
• The opportunity to work with a stable company who puts its employees at the centre of its decisions.
• The following employee benefits:
• Exposure to various Training & Development courses
• Free fresh fruit;
• Free Cynergi membership;
• 10% discount on all food & beverages at InterContinental Malta outlets;
• Subsidised parking;
• Study leave for courses related to area of work

If you are excited with what you have just read, and seeking to be part of a winning team, Apply now!