Overview
Member Happiness Executive @ Hamilton Aquatics Jobs in Dubai, Dubai, United Arab Emirates at ESM – Events and Sports Management
Title: Member Happiness Executive @ Hamilton Aquatics
Company: ESM – Events and Sports Management
Location: Dubai, Dubai, United Arab Emirates
Hamilton Aquatics is looking for a friendly, proactive, and customer-focused Member Happiness Executive to support the Learn to Swim programme. In this role, you will serve as a key point of contact for current and prospective members, delivering clear, knowledgeable, and professional support while helping to create an outstanding customer experience.
You will play a vital role in member engagement, retention, communications, and day-to-day programme administration, ensuring families receive exceptional service throughout their Learn to Swim journey.
Key Responsibilities
Customer Interaction & Support
- Respond promptly to enquiries via phone, email, webchat, and social media platforms.
- Manage calls from both the office phone and company mobile.
- Assist with the booking processes and account creation.
- Communicate important updates through WhatsApp, email, and phone.
- Assist in operational continuity by organising and communicating lesson relocations or catch-up sessions in the event of site closures.
- Process and follow up credit notes and refund requests.
- Follow up with potential customers who have not yet confirmed.
- Follow up assessments to ensure bookings are maximised.
- Handle central communications to provide updates to swimmers and parents and ensure timely responses.
- Act as the point of contact for members regarding booking changes, cancellations, and relocations.
- Be the point of contact for bookings on poolside, taking payments as necessary through credit card transactions.
- Track and assist members with catch-up sessions.
- Collect and survey parents on member happiness.
Complaint Management
- Act as the first responder to customer complaints, ensuring accurate documentation and escalation when necessary.
- Follow up with relevant team members to ensure timely and effective resolution.
Administrative Support
- Assist Site Leaders with communications both in the office and on poolside.
- Assist Site Leaders with retention of term bookings, in the office and on poolside.
- Communicate updates and changes to Learn to Swim programme members.
- Manage timetables and schedules using bespoke booking software.
- Support Learn to Swim gala entries and communications.
- Maintain documentation, ensuring accuracy and privacy of data.
- Provide reports as and when required.
- Track and follow up on pending orders.
Communication & Representation
- Prepare and send communications to parents via email, phone, and WhatsApp.
- Represent Hamilton Aquatics at competitions and events, embodying the values and professionalism of the organisation.
Other Duties
- Carry out any tasks assigned by Senior Management to ensure smooth operations.
- Take on additional responsibilities related to the role as needed.
- Provide content for social media.
- Attend school sign-up initiatives and open days as and when needed.
- Cover reception duties as and when needed.
What We Offer
- A competitive salary package
- Annual flight allowance
- Private medical insurance
- End of service benefit
- Access to lifestyle discounts
