Job Role: Assistant Operations Manager - Customer Experience
Salary: SO1
Role Description
Your upmost priority is our customers. You will have an exciting, fast paced and challenging
role ensuring sure that they all experience excellent service. You will lead you teams proudly
from the front and by example. Our business is about getting ‘more people, more active,
more often’ and we know that the happier customers are with their visit, the more likely
they to return.
You’ll also be responsible for all sales activity at site, leading the team to deliver exceptional
sales tours to help beat your targets. You will oversee the sales process to help improve
close ratios and manage all prospect activity. You’ll also need to manage our member
journey too to help keep attrition rates low, focusing on retention. You will take
responsibility for all in-reach sales, events and marketing execution.
We strive for service excellence and we know what it looks like. The basics of friendly,
presentable staff, clean sites and good products is a given, but you will do more. You know
what our customers want because you collect and analyse their feedback and you know
what it means to really listen. Your keen eye for detail will help to maintain standards.
You’ll need to be a skilled manager as you will be responsible for sales and retention,
customer service, large budgets, multiple staff teams, on-site marketing standards, social
media and some operational work.
You will have specific responsibilities for our fitness product too, it is market leading and we
want it to stay out in front; we need you to drive the product on site and manage our fitness
team. You’ll be expected to be at work and visible when we have the most customers,
especially gym members.
Key Tasks
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Lead, coach, train and inspire your teams to deliver excellent customer service
Taking full responsibility for in-site sales activity including events, communication,
tours, managing customer contacts whilst contributing to corporate sales efforts
Manage, control and monitor large budgets both for income and expenditure
Monitor daily, weekly and monthly targets taking remedial action with corporate
support where appropriate
Manage the fitness product at site, contributing to programming, communication
and standards
Ensure that your site meets KAL’s standards through regular inspection and remedial
activity
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Manage your individual team members from recruitment to exit with corporate
support
Take responsibility and ownership for the members journey, with flawless execution
of retention efforts
Work closely with corporate support to contribute to sales activity ideas, fitness class
programming and product development
Take ownership of all customer comments and complaints, analysing feedback and
reacting as appropriate
Operational management – there will be times where you are running the site with
your team leaders
A Criteria
 You must be able to demonstrate the KAL values – One Team, Excellence and
Passion
 12 Months experience in a customer service or sales role in the retail/hospitality/
leisure industry
 Experience in dealing with customers in groups and as individuals
 A proven track record of managing financial budgets including managing a team to
reach sales and income targets
 The ability to demonstrate experience of using software for customer/sales data
management
 Experience in the co-ordination of internal promotions, events and marketing and
sound working knowledge of the marketing mix
 Social media skills using a variety of platforms
 Previous line management/performance management experience of individuals and
teams, with working knowledge of employment legislation
 Experience and knowledge of health and safety and operations management
 Basic up to date understanding of current developments within the health and
fitness /leisure Industry
 A keen eye for detail & pro-active approach to maintaining building and customer
service standards
 Ability to use computerised databases, spreadsheets and word processing packages
 L2 Maths and English, or equivalent
 Level 3 qualification in relevant subject
 The ability to prioritise tasks and work under pressure
B Criteria
 First Aid at Work
 IOSH Managing Safely certificate
 L1 Safeguarding Children certificate & L3 Working Together to Safeguard Children
 Institute of Customer Service Certificate – Service Management
 KAL product management knowledge
 Performance management training (KAL)
 KAL Health and Safety certificate
 KAL Corporate Induction
We expect that everyone:
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Complies with all health and safety legislation and any site safety rules imposed by management to
ensure the health safety and welfare of yourself and other persons, such as members of the public.
All relevant health and safety documentation and training will be provided.
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Must not act in a prejudicial or discriminatory manner towards service users or employees,
including those who may be for example from minority ethnic communities, women, disabled or
older people, lesbians or gay men. The post-holder should also counteract such practice or
behaviour by challenging or reporting it.
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Must commit, support and work within company safeguarding policies and procedures
Behavioural Competencies
Behavioural competencies are new to KAL and will soon be rolled out as part of KAL’s
Performance Management (1 2 1) System. The competencies are a set of behaviours that
are categorised in bands (1-5.) All of the roles within KAL have been placed in one of the
bands. Everyone in the company will have to be able to demonstrate, consistently, the
behaviours that relate to the band that their role sits within.
This role is Band 3 and you will be expected to demonstrate an ability to work at this level,
satisfying the majority of the behaviours at appointment. You would then be expected to
progress until you are consistently meeting all the competencies within Band 3. You will also
be expected to be able to demonstrate all of the behavioural competencies in the bands
below.
These competencies may be tested within the interview process.
Great Communication
Band 1
 I speak to customers and colleagues in a positive and helpful manner
 I greet everyone with a smile and I am polite and helpful with customers and
colleagues.
 I make sure all of my written work is appropriate, neat and accurate
 I take care when passing on messages; I make sure that they are correct
 I ask for help when I need it
Band 2
 I give clear instructions to others and where appropriate give instant and balanced
feedback on performance
 I hold confidential and difficult conversations in a tactful and sensitive manner
 I respond to customers and colleagues and their enquiries quickly and as a priority
 I complete documents and reports in a short, concise, accurate and factual manner.
Band 3
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I consult and listen when problem solving and offer a coaching style approach to
come up with solutions collectively.
I lead meetings effectively, ensuring all parties are clear of what they need to do and
by when.
I always present findings and recommendations in clearly written reports.
I am a confident communicator with colleagues, partners, suppliers and customers,
with strong written, presentation and verbal communication skills.
I hold difficult and sensitive meetings in a manner which achieves the most
appropriate outcome.
Working Together
Band 1
 I always reward and recognise the efforts of colleagues using KAL Values
 I know what my team aims to achieve, my role and the part I play
 I am flexible and help my team out completing tasks, without having to be asked
 I support others through difficult situations
Band 2
 I am always enthusiastic about completing tasks to support and motivate the team
 I give credit for good work and celebrate success
 I get to know people as individuals and respects their contribution to the
organisation
 I am visible and approachable to all
Band 3
 I take responsibility for ensuring that everyone in the team knows their role and the
role of others and the overall Business Strategy.
 I am resilient under the pressures of change and know myself well enough to adapt
according to the circumstances and people I am dealing with.
 I can articulate what I am trying, or not trying, to do and have the ability to engage
my team because of this.
 I understand different leadership styles and adapt mine to suit different people and
situations.
Achieving Results
Band 1
 I understand and maintain great knowledge of the products and services KAL
provides so that I can respond effectively to customer enquiries, always looking for
opportunities to sell KAL’s products
 I contribute ideas and suggestions for improving and developing customer service,
always looking for new and different ways of doing things
 I perform daily tasks to achieve standards in line with KAL Business Strategy and
make sound decisions in own area of work always referring to systems of work, KAL
policies and procedures.
 I raise issues or concerns that are preventing me from providing a great customer
service and I suggest solutions to resolve problems.
Band 2
 I always share best practice with colleagues
 I ensure that KAL standards and expectations are understood and I take appropriate
corrective action when necessary
 I remove barriers that are preventing my team delivering excellent customer service
 I organise workloads to match priorities with available resources
Band 3
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I constantly analyse and regularly review all activities, ensuring that they remain
valid and worthwhile for KAL.
I consider the impact that decision making and implementation of ideas will have
across KAL & Stakeholders.
At the start of projects I agree resources, clear priorities and deadlines and ensure
that project deadlines are met and objectives achieved.
I ensure that the right staff members are involved in projects that match their
strengths, linking effectively with suitable partners.
I act on funding, business & partnership opportunities that contribute to KAL
Business Strategy.
Owns & Leads
Band 1
 I am open to doing things in a new way and adapt quickly to new ways of working.
 If I see a problem that needs fixing, or something that needs cleaning, I deal with it –
even if I didn’t cause it
 I learn from my mistakes and help others do the same
 I deal with customer questions myself, I seek help where I need it but I make sure
that the question is answered
 I take responsibility for my own development by suggesting ways in which I could
learn more or take on more responsibility
Band 2
 I take overall responsibility for completion of tasks whilst encouraging and
supporting my team
 I demonstrate sound judgement when balancing conflicting demands and
responding to changes in priorities
 I gather and analyse all relevant information when problem solving
 I identify the strengths, development needs, ambitions and motivations of
individuals and share this with the management team.
 I encourage others to take responsibility and account for their performance,
constantly identifying ways of improving
Band 3
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I demonstrate a high level of initiative
I make difficult decisions requiring sound levels of judgment and understand the
wider implications of my decisions
I have a high level of self-awareness and an understanding of the impact of my
actions on the business.
I am able to learn from my own experience, and others, to adapt my behaviour
according to different circumstances
I have developed a coaching style of management and try to apply this to my team
members so that they learn through their own experiences, rather than being told
what to do