Customer Service Officer

Job Purpose

The Customer Service Lead will manage and enhance the customer experience at the Velodrome, focusing on booking management, event coordination, and venue operations. This role oversees the front-of-house team, implements service strategies, manages booking and CRM systems, and ensures smooth day-to-day operations and major events. The role also involves maintaining service standards, staff training, and compliance with safety and operational procedures.

R 1. Leadership & Team Management

• Lead, motivate, and develop the Customer Service team to deliver consistent, high-quality service.
• Set service standards and KPIs; monitor and ensure achievement.
• Support Duty Managers in rota planning, peak times coverage, and professional development.
• Conduct coaching, mentoring, performance reviews, and regular 1:1 meetings.
• Approve leave and manage personnel-related tasks for front-of-house staff.

2. Customer Experience & Booking Management

• Manage all booking systems, memberships, and CRM processes ensuring accuracy and smooth operation.
• Oversee customer feedback channels (surveys, complaints, CRM) and implement improvements.
• Act as escalation point for complex complaints and critical incidents.
• Ensure accessibility and inclusivity for all visitors, including People of Determination.
• Check and maintain all literature, advertised programs, and online booking information.
• Coordinate communications with customers pre- and post-booking for upselling and engagement.
• Manage venue merchandise, stock, and financial transactions linked to bookings and services.

3. Operations & Systems Management

• Maintain POS and FOH computer systems, providing staff training as needed.
• Oversee day-to-day front-of-house operations in alignment with venue schedules and events.
• Ensure compliance with Standard Operating Procedures (SOPs) and Emergency Action Plans.
• Manage critical incident response when required.

4. Event & Stakeholder Support

• Oversee customer-facing aspects of events, including registration, accreditation, and ticketing.
• Coordinate with internal teams to ensure smooth event execution.
• Build and maintain relationships with cycling clubs, schools, federations, and community partners.

5. Compliance & Governance

• Ensure all customer service activities comply with Health & Safety, Equality, Financial, and Sustainability policies.
• Monitor audits, quality assurance, and incident reports; implement corrective actions.

6. General Responsibilities

• Adhere to Modon policies and procedures, including Health & Safety, Financial Regulations, Equality & Diversity, and Sustainability.

Qualifications & Skills:

• Fluent in English; Arabic or other languages advantageous.
• Degree or Diploma in Business, Sports Management, Hospitality, or related field.
• First Aid certification preferred; Defibrillator and Health & Safety training advantageous.

Experience & Competencies:

• 6–8 years in customer service leadership, preferably in sports, leisure, or event venues.
• Proven track record managing front-of-house teams in high-volume environments.
• Knowledge of booking, membership, Direct Debit, admission, and CRM systems.
• Financial acumen, cash handling, and reporting experience.
• Strong communication, interpersonal, and conflict resolution skills.
• Ability to operate professionally during high-pressure events.
• Customer-focused, organized, and flexible to work evenings, weekends, and extended shifts.
• Cultural sensitivity, inclusivity, and ability to promote venue services effectively.
• Understanding of Health & Safety legislation relevant to venue operations.