Member Happiness Executive @ Hamilton Aquatics
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Key skills for this role
About the Role
Hamilton Aquatics is seeking a friendly, proactive, and customer-focused Member Happiness Executive to support the Learn to Swim programme. You will serve as a key point of contact for members, handling enquiries, bookings, complaints, and administrative tasks to ensure an outstanding customer experience.
Key Skills for This Role
Responsibilities
- Respond to enquiries via phone, email, webchat, and social media
- Assist with booking processes and account creation
- Handle complaint management and escalation
- Manage timetables and schedules using booking software
- Communicate updates to members via WhatsApp, email, and phone
Requirements
- Friendly, proactive, and customer focused attitude
- Experience in customer service or administrative support
- Strong communication skills via phone, email, and social media
- Ability to manage bookings and schedules using software
Full Job Posting
Overview
- Hamilton Aquatics is looking for a friendly, proactive, and customer focused Member Happiness Executive to support the Learn to Swim programme.
- You will serve as a key point of contact for current and prospective members, delivering clear, knowledgeable, and professional support.
Key Responsibilities
- 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.
- Process 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.
- Act as the point of contact for members regarding booking changes, cancellations, and relocations.
- Be the point of contact for bookings on poolside, taking payments as necessary.
- Track and assist members with catch up sessions.
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.
- Communicate updates and changes to Learn to Swim programme members.
- Manage timetables and schedules using bespoke booking software.
- Support Learn to Swim 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.
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 needed.
- Cover reception duties as needed.
What We Offer
- A competitive salary package
- Annual flight allowance
- Private medical insurance
- End of service benefit
- Access to lifestyle discounts
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