YMCA is arguably the most recognisable and iconic of all global charity brands – trusted throughout the world to deliver outstanding, innovative and socially responsible activities for young people and the wider community. The YMCA movement started with us – Central YMCA. Throughout our nearly 200-year history, we’ve worked towards a world where people are happy, healthy and more fulfilled.
We strive to reach that goal through creative and appealing health, wellbeing and education programmes. These range from professional fitness qualifications through to apprenticeships – everything from childcare to horticulture! – as well as awarding qualifications to educational institutions in the UK and abroad. Then, of course, there’s our famous Club in central London, which is at the epicentre of contemporary wellbeing thinking and practice.
The Central YMCA Awards team was the first organisation to award qualifications in the fitness and leisure industry. Today, our award-winning e-learning and digital technology has seen us remain at the forefront of the industry. We provide a range of qualifications and learning resources that enable individuals to build a career across a variety of sectors, and for established professionals to further develop their skills.
The Customer Support team offers exceptional service to all YMCA Awards clients. We’ve just launched our new corporate strategy and we have some bold ambitions, so this is an exciting opportunity for a motivated, results driven individual to be a part of it!
The Customer Support and Operations Manager role is a fantastic opportunity for a passionate and driven individual. Leading and guiding the team of Customer Support Specialists and the Operations Coordinator, this role is responsible for planning, implementing and continually improving our service and delivery to really impact on business performance.
You will contribute to and oversee the YMCA Awards customer experience strategy through the management of support and operations staff. To do this, you will possess strong leadership skills and the ability to motivate and develop others to achieve outstanding results. You will be able to;
Develop and maintain strong working relationships with suppliers and other key stakeholders;Work across functional teams to manage the resolution of complex queries and issues;Quality assure records of customer interaction for accuracy and completeness;Drive incremental changes to systems and processes to improve customer experience;Manage the implementation of a range of projects across YMCA Awards.
Are you up for the challenge? You will be able to demonstrate experience in successfully managing and leading a team and delivering customer support across multiple channels. You will be able to think outside the box, innovating ways to improve performance. You will also need;
To have the ability to plan and execute complex project work;Strong IT skills and familiarity with CRM and data-mining;Excellent communication and stakeholder engagement skills; and The ability to build, maintain and leverage strong working relationships.