Please note, this vacancy is open to current University of Glasgow employees only 

Job Purpose

In this customer-facing role, you will lead the creation and continued development of an outstanding Front of House (FOH) customer experience that drives membership sales and maximises customer retention. You’ll support the Membership & Marketing Manager in working towards agreed sales and customer satisfaction goals, delivered through excellent customer service and outreach events.

Main Duties and Responsibilities

1. Proactively engage and communicate with internal and external customers to provide an outstanding customer experience across both UofG Sport facilities.

2. Manage Membership Assistants, setting a good example for the team, ensuring they are customer-focused, and contributing to wider UofG Sport and University objectives.

3. Ensure FoH staff meet agreed performance standards and deliver service improvements based on feedback and operational needs.

4. Lead Membership Assistants on FoH systems/operations, providing training and assistance with daily banking where required.

5. Provide information to existing and prospective customers on the services provided by UofG Sport.

6. Support in responding to customer enquiries and resolving complaints in a prompt and effective manner.

7. Create links, networking and coordinating activities with colleagues across the University to raise awareness and explore partnership opportunities (e.g. External Relations, Accommodation Services, Glasgow International College).

8. Deliver regular on- and off-campus events and outreach, maximising the profile of UofG Sport, promoting and raising membership awareness to drive sales.

9. Work with the Operations Manager to ensure FoH services are integrated with the wider building operations and ensure business alignment.

10. Ensure business compliance by regularly reviewing and delivering Code Red training to all Membership Assistants, ensuring the team is fully trained in emergency situations.

11. Ensure LMS and POS are up to date with the latest merchandise and information available for members, conducting regular stocktakes.

12. Review customer experience data and advise and support Senior management on improvements to customer communications and customer service.

Knowledge, Qualification, Skills & Experience

Knowledge/Qualifications

Essential:

A1 Scottish Credit and Qualification Framework level 7 (Higher/Scottish Vocational Qualification level 3, Higher National Certificate) or equivalent, and experience of personal development in a similar role. Or, the ability to demonstrate the competencies required to undertake the duties associated with this level of post, having acquired the necessary knowledge and skills in a similar role.

A2 IT skills, including MS Office, email and internet use.

A3 Customer service training and/or qualifications.

Desirable:

B1 Knowledge of Customer Relationship Manager (CRM) systems.

B2 Knowledge of Leisure Management Systems.

B3 Knowledge of social media and website sales/promotion & communication.

B4 Sales and retention training and/or qualifications.

B5 Emergency First-Aid Qualification or the ability to obtain within the first 3 months of a successful appointment.

B6 Knowledge on industry trends.

Skills

Essential:

C1 Strong management skills, empowering others to drive change.

C2 Strong, confident and adaptive communicator with excellent interpersonal skills, adapting style to suit different people or situations; ability to start conversations as well as respond positively to enquiries.

C3 Ability to ‘set the standard’ in providing first-class customer service.

C4 Ability to proactively approach, communicate and engage with customers, building effective rapport.

C5 Well-developed analytical and problem-solving skills.

C6 Experience of working in a customer-facing environment, providing a high level of customer service.

C7 Ability to work under pressure and plan and organise workload to meet deadlines and competing priorities.

Desirable:

D1 Knowledge in data management and reporting.

Experience

Essential:

E1 Previous experience of working in a busy customer service environment with demonstrable evidence of working to sales targets.

E2 Proven experience of leading and motivating a team, fostering engagement and achieving set objectives.

E3 Experience of best practice in banking and till operations.

E4 Experience of organising and delivering outreach events.

Desirable:

F1 Previous experience of working with a Leisure Management System (LMS).

F2 Previous experience of managing a customer complaint process.

Terms and Conditions

Salary will be Grade 5, £28,031 - £31,236 per annum.

This post is full time and fixed term for up to hard end date of the 31st January 2027.

Closing date: 23:45 4th March 2026

Please Note: The University would consider a secondment opportunity for this post. Applicants should seek clearance for release for secondment from their employers / line manager before making a formal application. 

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University  https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.