Title: Member and Guest Relations Manager
Location: East Grinstead (mixture of home and office working)
Job type: Permanent
Line management responsibility: Member Relations Support Coordinator x 2
Reporting to: Contact Centre Manager - UK & Membership
About the job:
This position will be overseeing formal complaints about our UK Club campsites or Membership, supporting two colleagues and contributing to the workload. You will be a guide for the wider contact centre colleagues on related issues, taking hold of escalations from your team or within the Club. You will demonstrate excellent communication skills, with confidence liaising with colleagues at all levels across departments. With a strong customer focus, you will help identify ways to reduce complaints, through reporting and identifying trends and improvements for Member Experience.
Key Tasks/Accountabilities:
* Constantly act as a clear and visible champion of Customer Service excellence, generating high levels of satisfaction through all interactions with our customers and other stakeholders across the business.
* Oversee complaints for Membership, UK Club campsites, including Experience Freedom brand, supporting and contributing to the workload.
* Responsible for one of the Club’s objectives, under ‘Membership Experience’ to respond to 97% of formal complaints within 20 working days or less.
* Management and support of Member Relations Coordinators, including monthly one-to-ones via OpenBlend.
* Complete monthly quality and monitoring for Member Relations Coordinators - supporting and coaching on best practice, identifying areas for development and encouraging areas of strength.
* Investigate and reply to complaints addressed to Club Directors and Senior Management.
* Act as a conduit between the UK Site Network, Regional Managers and Head Office to ensure all parties are consulted during investigation work.
* Reporting key complaint/service and trends to Head of Site Operations and Regional Management and/or Quality team for further intervention.
* Monitor feedback surveys and reviews in line with UK Site Complaints, reporting and analysing data for trends across the UK Site Network. Reporting findings to the relevant parties for further action.
* Maintaining and updating response templates, for use by contact centre agents during all communication with members.
* Support with interviewing new candidates for contact centre positions.
* Escalation contact for unresolved, on-site complaints and those from the team or other areas of the Club.
* Occasional support to Head of Membership Services with suspensions and/or supporting Regional Manager findings and responses.
* Suggest and develop processes to improve efficiency with booking journey and experience.
* Attend off-site events e.g. site visits, training and exhibitions with overnight stays if required.
* Consistently meet individual and team performance targets for quality and productivity.
* Build strong relationships with internal colleagues, using available resources, to resolve complaints.
* Carry out reasonable requests from Contact Centre Managers and other Senior Management within the business to allow the Club to operate efficiently and effectively.
Essential Skills & Experience Required:
* Proven and strong background in complaint management, customer service and resolution.
* Excellent written, verbal and interpersonal skills.
* Attention to detail and accuracy.
* Analytical and investigating expertise.
* Able to re-prioritise under pressure.
* Flexibility and aptitude to work to deadlines.
* Demonstrate critical thinking and problem-solving ability.
* The ability to interact and work confidently with staff at all levels across departments.
* Able to participate as a team player or work autonomously.
* Well developed IT skills – including use of Google Docs/Sheets, Word/Excel and email.
The role of Member and Guest Relations Manager has access to Restricted and Confidential data including member, worker, volunteer, Club business data and customer payment cardholder data such as debit and credit card details. This information must only be collected and processed in line with all regulations from the FCA (Financial Conduct Authority), the Data Protection Act, Payment Card Industry Data Security Standards as well as all Caravan Club policies and procedures. Cardholder data must never be stored electronically, noted down, copied or sent by any unapproved method. All types of data held by The Club are valuable and must be protected.
Apply now
To apply for this role just send your up-to-date CV and a covering letter to our Head Office recruitment team.
You'll enjoy lots of benefits working at our head office. Check out why it's great to work at the Club.
Call our HR team for more information about working for the Club.
01342 778 304(Head office vacancies)
01342 336 788(Sites vacancies - Monday, Tuesday or Friday only)
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