Membership Support Team Leader

About the role

As a Membership Support Team Leader you will oversee a group of Member Support Advisors, ensuring they deliver world‑class service to club members. You will act as the escalation point for complex queries and help shape a supportive, inclusive club culture.

Key responsibilities

• Lead, coach and develop a team of Member Support Advisors.
• Resolve high‑level escalated member enquiries.
• Monitor team performance and ensure daily, weekly and monthly KPI targets are met.
• Manage shift patterns, including mornings, evenings and weekends.
• Collaborate with the Member Support Operations Manager to continuously improve service quality.

Required profile

• Exceptional customer service orientation.
• Strong leadership and people‑management abilities.
• Excellent organisational skills and commercial acumen.
• Empathetic and reasonable approach to member queries.

Required skills

What we offer

• Free club membership for you and your family.
• 50% discount on food and drinks.
• Discounts on swimming, tennis lessons and personal training.
• Career advancement through internal training and development.
• Wagestream app for on‑demand pay.
• Access to a comprehensive benefits suite.