Back Office Manager (Customer Service)
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
The Customer Relations Back Office Manager is responsible for overseeing all non-member-facing customer service operations of the wellness club. This role ensures smooth administrative support for memberships billing bookings and service coordination enabling an exceptional member experience while maintaining accuracy compliance and operational efficiency.
Key Responsibilities and Expectations:
Manage back-office operations supporting front desk coaches therapists and member services teams
Oversee membership administration including contracts renewals freezes upgrades and cancellations
Ensure accurate processing of payments invoices refunds and coordination with the finance team
Monitor booking systems for classes personal training wellness treatments and facilities usage
Handle back-office resolution of member complaints and escalations
Maintain accurate member records in CRM and club management systems
Prepare operational and customer service reports (attendance utilization churn service trends)
Coordinate with sales fitness wellness and operations teams to ensure service continuity
Ensure compliance with company policies data protection and health & safety documentation
Improve internal workflows related to member onboarding service delivery and retention
Manage and coach back-office customer service staff
Support audits internal controls and system enhancements
Skills and Competencies
Strong understanding of customer service operations in wellness fitness or hospitality environments
High attention to detail and administrative accuracy
Strong coordination and people management skills
Ability to work in a fast-paced member-centric environment
Analytical and reporting skills
Proficiency in CRM membership management and booking systems
Excellent written and verbal communication skills
Fluent in English
Requirements
Bachelors degree in Business Administration Hospitality or related field
46 years of experience in customer service operations or back-office management
Experience in a wellness club fitness center spa or hospitality setting is highly preferred
Team leadership experience is required
Benefits
Competitive Salary: Based on experience and role responsibilities
Club Access: Full access to SEVEN Wellness Club facilities and classes
F&B Discount: 50% off all in-house food and beverage items at The Dose by Silvena
Career Growth: Opportunities to grow across SEVENs expanding group of brands
Supportive Culture: A team-oriented environment that values initiative professionalism and well-being
Company Industry
IT Services and IT Consulting
Key Skills
- Business Intelligence
- Bidding
- Accounts Assistant Credit Control
- Account Development
- Content Development
- Lab Testing
