Customer Experience Team Lead

About the role

Core Collective is a hospitality business supporting fitness and wellness practitioners (personal trainers, chiropractors, physiotherapists, etc.) at three centres in Singapore. The Customer Experience Team Lead mentors and trains the CX team, who act as the knowledgeable, welcoming face of the business and handle resident and member questions and issues. The team lead also ensures facilities and equipment are well maintained and that processes are followed with minimal errors.

Key responsibilities

• Deliver customer service excellence in line with the business culture and values, and resolve disputes between residents and members
• Run daily walk-arounds to check that the space, facilities and equipment are clean, tidy, safe and well maintained, and that internal SOPs, house rules and policies are followed
• Help residents with customer system management (MBO) issues and optimise manpower scheduling for uninterrupted operations
• Gather member feedback and share weekly insights and recommendations with the Manager
• Manage and resolve cleaning, facilities and operations issues independently
• Train and coach the CX team, clarify each member's role, job description and agreed KPIs, and hold them accountable for their duties at each location
• Support the Manager in managing the annual budget and creating efficiencies in budget allocation

Required profile

• 2-3 years of relevant customer service experience
• At least 1 year of supervisory or managerial experience leading a customer-facing team
• Strong interpersonal, leadership, prioritisation and communication skills
• Ability to take a 360-degree view of the business, work in cross-functional teams, anticipate change and adapt proactively
• Attention to detail, multitasking and ability to work under pressure
• Intermediate to advanced command of written and spoken English