Reception Team Leader

The Role 😊 

The Reception Team Leader is the key point of contact for all Front of House (FOH) Assistants whose home department is Reception, providing clear leadership, direction and oversight of the reception function. Working closely with the Operations Director, as a Reception Team Lead, you will liaise with other departments and Duty Managers to ensure effective communication, a consistently high standard of customer service and the efficient day-to-day operation of the reception area. 

The post-holder will be responsible for the day-to-day management, development and continuous improvement of the reception function. This includes responsibility for the onboarding, training and ongoing development of the Reception Team, ensuring that appropriate health and safety procedures are followed in relation to customer registrations and visits, and maintaining the records required to support these processes.  

As a Reception Team Lead you will also act as a key operational owner of the centre’s CRM, identifying opportunities for improvement and working closely with external developers to improve the CRM experience for both customers and staff. 

Inclusivity Statement 🩷 

The Castle values inclusivity and encourages you to bring your whole self to work. We understand the importance of work-life balance and will do all that we can to support a healthy one. As a growing business, we’re here to encourage you to develop and pursue your professional and personal aspirations. It’s talent that matters to us and we encourage applications from people irrespective of their gender identity, race, sexual orientation, religion, age, disability status or caring responsibilities. Please let us know if you need accommodations during the application process. 

This is a full-time position of 37.5 hours per week. Flexibility to work additional hours may be required to provide cover and during particularly busy periods of the business. 

This is a permanent role with a salary starting at £28k (depending on experience). 

Main duties & responsibilities ✨ 

Team Management and Operational Compliance 

• Provide clear day-to-day leadership, direction and support to the Reception Team.  
• Manage the Reception Team roster, including holidays, absences and cover requirements.  
• Work cooperatively with other FOH department leads to coordinate the rostering of FOH Assistants where required.  
• Support the recruitment and selection of Reception Team members.  
• Lead the onboarding and induction of new Reception staff.  
• Liaise with HR regarding onboarding, training requirements and the maintenance of appropriate training documentation.  
• Keep Reception training materials, procedures and reference documentation accurate and up to date.  
• Provide ongoing support and training for the professional and personal development of the Reception Team.  
• Conduct regular performance management through both informal and formal processes where appropriate.  
• Provide clear and timely briefings to Reception staff regarding upcoming activities, events, courses and operational changes.  
• Ensure all Reception staff complete timesheets accurately and within the required timescales, liaising with HR where necessary.  
• Organise and facilitate regular workshops.  
• Maintain strong communication with other departments and ensure information is shared promptly and accurately.  
• Ensure the appropriate operation of the centre’s health and safety policies and entry procedures.  
• Maintain accurate records relating to customer registrations, visits and associated processes.  
• Maintain an up-to-date reception handbook.  
• Support the implementation of new operational processes and ensure changes are communicated effectively to the Reception Team. 

Customer Experience and Membership Support  

• Work closely with Reception staff and other departments to ensure every customer receives a consistently high standard of service.  
• Act as an escalation point for complex customers’ queries, including refunds, freezes, term waivers and other non-standard requests.  
• Ensure Reception staff have the knowledge and resources required to provide accurate information to customers.  
• Identify recurring customer issues and work with relevant departments to improve processes and reduce avoidable customer friction.  
• Review and maintain membership terms and conditions   
• Support the consistent application of membership policies and terms across the centre.  
• Ensure Reception staff have a strong and current understanding of the centre’s products, services, memberships, courses and private tuition.  
• Work closely with the Courses Manager to maintain and improve product knowledge across the team.  
• Work with the Marketing Team on promotional activity and ensure the Reception Team is appropriately briefed on relevant campaigns and customer communications. 

CRM 

• Act as the key operational point of contact for the CRM from a Reception and customer experience perspective.  
• Identify recurring issues or limitations within the CRM and proactively recommend improvements.  
• Gather feedback from Reception staff and customers to inform ongoing CRM development.  
• Act as the link between Reception staff, operational management and developers to ensure that system developments address genuine customer and staff needs.  
• Participate in the testing and implementation of new CRM features, workflows and automations. 

Sustainability 

You will carry out your duties in accordance with the Castle Sustainability Policy, promoting sustainable practices to customers, and leading by example i.e., advising on correct recycling/waste disposal.  

How to apply ✍️ 

Please submit a CV and Cover Letter. Your cover letter should outline why you are interested in this role, and how you believe your skills and experience make you a good fit. All applications must include a cover letter. 

Deadline: 8th of October at midnight.  

Please contact HR@castle-climbing.co.uk if you have any questions.