Customer Service Administrator

ob Purpose:

To lead the customer service function at the Velodrome, ensuring every rider, member, and visitor experiences world-class service. The Officer-Customer Services will oversee the front-of-house team, develop customer experience strategies, manage booking systems, and ensure smooth operations during daily activities and major events. They will set and monitor service standards, provide staff training, and ensure compliance with safety and operational procedures, while driving engagement, inclusivity, and customer satisfaction.

Roles, Responsibilities & Duties

1. Leadership & Team Management

• Lead, motivate, and develop the Customer Service team to deliver consistent, high-quality service.
• Set service standards and KPIs, ensuring they are communicated, measured, and achieved.
• Support Duty Managers in planning rotas, ensuring adequate cover during peak times and events.
• Provide coaching, mentoring, and performance feedback to all front-of-house staff.
• Participate in staff training, team meetings, and ongoing professional development.
• Approve concierge annual leave and manage other personnel factors linked to line management (e.g., 1:1 meetings, annual reviews).
• Provide weekly updates of the venue's programme and relevant information to help staff perform their roles to the highest standard.

2. Customer Experience & Service Excellence

• Design and implement customer service processes to ensure seamless access, booking, and inquiry management.
• Oversee customer feedback channels (surveys, CRM, complaints) and implement improvements based on insights.
• Act as escalation point for complex customer complaints and critical incidents.
• Ensure inclusivity and accessibility for all visitors, including People of Determination.
• Demonstrate full knowledge of the venue's facilities and other centres across the organisation.
• Ensure all on-site literature and public information is accurate and up-to-date.
• Verify that advertised and bookable programme sessions (date, time, price, etc.) match the actual programme on the website, app, and POS systems.
• Ensure communications are sent to customers via POS and other venue systems for booking confirmations, pre- and post-booking interactions, and cross/up-selling opportunities.
• Manage, secure, and maintain stock control of venue merchandise sold at reception.

3. Operations & Systems

• Manage the Velodrome's booking, membership, and CRM systems, ensuring data accuracy and reporting.
• Oversee customer financial transactions, including memberships, bookings, and event registrations.
• Coordinate with Duty Managers to align front-of-house operations with daily schedules and events.
• Ensure all front-of-house activities follow Normal Operating Procedures (NOPs) and Emergency Action Plans.
• Be an expert user of POS and other FOH computer management systems; provide training to staff.
• Manage administration and payments linked to customer bike storage.
• Deliver critical incident management when required.

4. Event & Stakeholder Support

• Oversee customer-facing aspects of events, including registration, accreditation, ticketing, and spectator services.
• Liaise with internal teams (Marketing, Coaching, Operations) to deliver smooth event experiences.
• Build relationships with cycling clubs, schools, federations, and community partners to increase participation and satisfaction.

5. Compliance & Governance

• Ensure all customer service activities comply with Modon's Health & Safety, Equality, Financial, and Sustainability policies.
• Monitor audits, quality assurance, and incident reports; ensure corrective actions are implemented.
• Follow relevant legislation and Modon policies, including:
• Health & Safety Policy
• Standing Orders and Financial Regulations
• Equality and Diversity policies
• Sustainability / Environmental protocols
• Other related policies

Qualifications

• Fluent in English (Arabic or other languages is an advantage).
• Degree or Diploma in Business, Sports Management, Hospitality, or related field.
• First Aid at Work certification preferred.
• Defibrillator user training preferred.
• Health & Safety training or certification is a plus.

Experience & Competencies

• 6–8 years' experience in customer service leadership, preferably in sports, leisure, or events venues.
• Proven track record managing front-of-house teams in high-volume environments.
• Strong knowledge of administration, booking, membership, Direct Debit, admission, and CRM systems.
• Financial acumen with experience in cash handling and reporting.
• Excellent communication, interpersonal, and conflict resolution skills.
• Ability to manage operations during high-pressure events professionally.
• Strong organizational and time management skills.
• Customer-focused mindset with proven ability to enhance guest experiences.
• Flexibility to work evenings, weekends, and extended shifts during events.
• Cultural sensitivity and commitment to inclusivity.
• Evidence of achieving results and positively impacting customers.
• General knowledge of Health & Safety legislation and leisure centre operations.
• Ability to promote and "sell" services and centre offerings.
• Ability to work independently and use initiative.