Job Description

Job Introduction

Sales & Service Manager

Salary - 30,025 - 33,699

Hours - 37 Hours per week

Contract type - full time

About Us

Join the City of Wolverhampton Council's WV Active team! We are dedicated to delivering high-quality services to our community and promoting active lifestyles. Our WV Active centres provide a welcoming environment for all, and we are looking for a passionate and self motivated Sales & Service Manager to help us grow the business and deliver an excellent customer experience.

Job Purpose and Role

Supporting the Membership Manager and General Manager in the overall performance and delivery of the service in the Centre/centres, including, customer service, cleanliness, staffing, health & safety and brand delivery. Ensuring that Key Service Performance Indicators are met.


The Sales & Service Manager will specialise in sales, income generation and customer service as defined by business needs.

Principal Duties and Responsibilities:

To build excellent relationships with customers and create an excellent, 'customer experience' within the centre/centres at all times. Continually monitor and review the standards achieved, taking appropriate action to rectify adverse trends identified through audit or other mechanisms. Personally review the ongoing levels of customer comments and complaints taking appropriate action where necessary. Actively develop and maintain effective relationships and partnerships - internally with other departments; clubs and other bodies and with the Client. This should ensure effective operations and continue to raise awareness and use of the Centre. Achieve the business plan for the centre / centres, ensuring that the membership base is sustained and grows. Complete daily Duty Manager shifts, leading by example, supervising operational shifts and carrying out any other duties as required and commensurate with the posts level of responsibility (including cover at other Centres). Assist the membership manager in creating and ensuring that a comprehensive marketing and outreach plan is written quarterly to ensure that both financial and membership targets are met. To monitor and reply to comments on WV Active's social media platforms and to create engaging content for use on our Social Media platforms. Ensure the effective and efficient operation of all secondary spend opportunities within the centre and effectively implement the roll-out of any changes ensuring that implementation is as smooth as possible with minimal disruption to customers. Ensure the secondary spend through merchandising, concessions and refreshments are maximised and are relevant in the market place. To raise orders and sundry debtors using the council's finance system as requested by the General Manager, Sports & Activities Manager or Sports & Events Manager. Ensure that all staff reach their individual sales and referral targets. - monitoring sales performance of the team to meet company KPI and sales targets Develop a sales and promotional plan and work with the Marketing team and Membership Manager to ensure all sales communications and marketing are cohesive Evaluate all sales promotions for profitability / raising brand awareness Ensure the effective and efficient operation of all brands within the centre and effectively implement the roll-out of any changes to the Brand and sales promotions are communicated to all staff, partners and customers. Provide sales training and development to the sales team, centre staff and partners. Evaluate the market and competitor analysis - know how to sell the strengths of the business. Manage Customer Service Assistants to ensure they are well trained, supported and equipped to deliver a great customer journey. Review the ongoing levels of customer feedback taking appropriate action where necessary. Any other duties commensurate of the post.

Essential Qualifications and/or

Training

Degree level or equivalent qualification in relevant subject area or relevant professional experience Relevant sales and customer service qualification and or relevant professional experience RLSS National Pool Lifeguard Qualification First Aid at Work Certificate Pool Plant Operator Certificate

Note:

The grade for the job includes consideration for the nature of the job, which will include providing a service at times customers find convenient, e.g. weekends, early mornings, evenings and Bank holiday work. Customer demand/ usage will determine working patterns. There will be no additional payments over and above the grade indicated which takes account of the working pattern requirements.


This post is subject to a satisfactory Disclosure and Barring Service (DBS) check.


For full details of the responsibilities and requirements of this role please see the attached and Person Specification.


Should you wish to discuss this opportunity further, please contact Richard Knowles via email richard.knowles@wolverhampton.gov.uk


For more information about working for our organisation including the culture of the Council, the Council plan and vision, staff equality forums, core HR policies and much more please click here.

Our working arrangements

All council roles are allocated to either a fixed, field or flexible work style. Some roles are agile which enable and empower employees to maximise their performance and productivity, whilst maintaining a healthy work life balance. Roles with a fixed workstyle work in a fixed permanent council location. Roles with a field workstyle are usually allocated where employees are required to be out working in the community with a minimum requirement for 'touch down' space at any council location. Roles with a flexible workstyle have a flexible base location to meet the needs of the business and employees can work from a mixture of home or any council office, partner/client, or external location, as required to meet service requirements.


Please refer to the for further information on the workstyle assigned to the role you are applying for.


For more information about working for our organisation including the culture of the Council, the Council plan and vision, staff equality forums, core HR policies and much more please click

here

.

Diversity

We are committed to building a workforce that is reflective of the diverse community we serve. We want to attract the best applications from people of all backgrounds and underrepresented groups because we strongly believe in adding value through diversity, inclusion, and equality. Our employees enable us to deliver services that are accessible, inclusive, and reflective of Wolverhampton residents.


Our status as a Disability Confident Employer showcases our commitment to people with disabilities or health conditions, advocating for their opportunities and potential.


We've received the Stonewall Gold Award, emphasising our dedication to the LGBT+ community by nurturing an inspiring, inclusive, and equal workplace.


As of March 2023, the RACE Code Quality Mark signifies our active engagement with racial equality. These recognitions validate our continuous efforts towards fostering an inclusive work environment that respects and values our diverse employees.


As part of our commitment as a Disability Confident employer, a Gold Award Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the essential criteria for the post.


We encourage, inspire and value an inclusive culture here at the council where employees can flourish, thrive and be themselves. We have four staff equality forums for employees to join. These help to ensure our employees have a voice, they feel empowered to speak up and where everyone is treated with respect - Learn more about the staff equality forums

here

Recruitment of Ex-Offenders

We are committed to the fair treatment of all our employees, potential employees, or users of our service regardless of offending background. The Council uses the Disclosure and Barring Service (DBS) for any vacancies that require a DBS check to obtain information about applicants to assess their suitability for employment in positions of trust. We do not discriminate unfairly against any individual on the basis of a conviction or any other information revealed as a result of a DBS disclosure -

Learn more here

Employment Information & Support

If you are considering applying for an apprenticeship or a role where the salary is (Grade 2-5), and would like to visit us to learn about the application, interview process and what it is like to work for the council, please click on this link to find out more -

Learn more here