Using a variety of methods, engage with customers, including complainants, about their experience of doing business with Gold's Gym. Help us to learn from complaints and use customer feedback to improve services. Have responsibility for and ownership of Gold's Gym complaints recording system, policy and procedure. Develop relationships with key stakeholders, including partners and key community groups.
Job Descriptions: Carry out a range of activities to engage customers about their experience of doing business with Gold's Gym. Sample telephone surveys of people who have used our services and report on the findings of these. Carry out telephone surveys of complainants and to assess complainants’ satisfaction with how their complaint was handled and to identify any learning. Make sure customer and complainant surveys are carried out continuously in order to produce timely, up to date information about customer experience across all areas of the business. Manage team of Customer Experience in different branches. Produce reports and present information to staff, managers and Board members. To develop our Customer Insight Strategy and tailor services where appropriate to improve customer journey. Manage the CSE (Customer Service Excellence) accreditation process liaising across all aspects of the business to ensure compliance and improvement actions are implemented. Engage constructively with service managers about findings in relation to customers feedback and satisfaction.
Experience 3 years on the same field of job Able to manage a team of Customer Experience/ Service Able to work under pressure
Leadership, good communicator and negotiatior.