Customer Service Officer

Job Purpose

To lead the customer service function at the Velodrome, ensuring that every rider, member, and visitor experiences world-class service. The lead of Customer Service will oversee the front-of-house team, develop customer experience strategies, manage booking systems, and ensure smooth operations during both 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

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 the Duty Managers in planning Rotas, ensure adequate cover during peak times and events, and support the front-of-house team’s professional development
• Provide coaching, mentoring, and performance feedback to all front-of-house staff
• Participate in staff training, team meetings, and ongoing professional development.
• Approve concierge’s annual leave, and other personnel factors linked to line managing staff (e.g. regular 121 meetings, annual performance reviews, providing advanced weekly updates of venue’s programme and any information that will help the Concierges to execute their roles to the highest standard.

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
• Demonstrating full knowledge of the venue’s facilities and be able to convey information regarding other centres across the organisation.
• Undertake any other duties commensurate with the post’s level of responsibility.
• To check and ensure all on site literature, public information being advertised is present and correct.
• Check advertised and bookable programme sessions are present and fully correct (date, time, price, etc) to actual programme on website, venue APP, POS systems, etc.
• Ensure communications are sent out to customers via POS and other venue software systems to terms of booking confirmations, pre- and post-bookings for the purpose of cross and up selling the venue.
• Manage, secure, and stock control any venue merchandise being offered for sell at reception.

Operations & Systems

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

Event & Stakeholder Support

• Oversee customer-facing aspects of events, including registration, accreditation (where needed), 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.

Compliance & Governance

• Ensure all customer service activities comply with Modon’s Health & Safety, Equality, Financial, and Sustainability policies.
• Monitor audits when needed, quality assurance, and incident reports; ensure corrective actions are implemented where needed

General

Carry out all duties regarding relevant legislation and the Modon policies and procedures including:

• Health & Safety Policy
• Standing Orders and Financial Regulations
• Equality and Diversity and related policies
• Sustainability / Environmental protocols
• Other related policies

Qualification:

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

Experience and Competencies:

• Minimum 6-8 years’ experience in customer service leadership, preferably in sports, leisure, or events venues
• Proven track record of managing front-of-house teams in busy, high-volume environments.
• Strong knowledge of routine 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 with professionalism
• 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 making a difference to customers.
• General knowledge and understanding of Health & Safety legislation and other legislation and its importance in relation to leisure centre services and operations.
• The ability to effectively promote and ‘sell’ the service and centre.
• Ability to work independently and use initiative.