Member Happiness Executive @ Hamilton Aquatics

Hamilton Aquatics is looking for a friendly, proactive, and customer-focused Member Happiness Executive to support the Learn to Swim programme. In this role, you will serve as a key point of contact for current and prospective members, delivering clear, knowledgeable, and professional support while helping to create an outstanding customer experience.

You will play a vital role in member engagement, retention, communications, and day-to-day programme administration, ensuring families receive exceptional service throughout their Learn to Swim journey.

Key Responsibilities

Customer Interaction & Support

• 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 in the event of site closures.
• 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 and ensure timely responses.
• 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 through credit card transactions.
• Track and assist members with catch-up sessions.
• Collect and survey parents on member happiness.
  
  
  

• 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.
  
  
  

• Assist Site Leaders with communications both in the office and on poolside.
• Assist Site Leaders with retention of term bookings, in the office and on poolside.
• 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.
  
  
  

• Prepare and send communications to parents via email, phone, and WhatsApp.
• Represent Hamilton Aquatics at competitions and events, embodying the values and professionalism of the organisation.
  
  
  

• 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 and when needed.
• Cover reception duties as and when needed.
  
  
  

• A competitive salary package
• Annual flight allowance
• Private medical insurance
• End of service benefit
• Access to lifestyle discounts