Admin Customer Service
Job Summary
We are seeking a dynamic and highly organized Client Experience & Admin Executive to provide outstanding customer service and ensure the smooth, efficient day-to-day running of the academy. You will act as the central point of contact for clients, provide administrative support for the coaching team, and manage club operations, retail, and basic HR functions. This pivotal role requires exceptional interpersonal skills, a passion for tennis, and a proactive approach to problem-solving.
Responsibilities
- Manage client inquiries and deliver exceptional customer service
- Oversee daily club operations, court bookings, and retail activities
- Provide administrative and scheduling support for the coaching team
- Handle basic HR and team administration tasks
Required Skills
- Exceptional interpersonal and communication skills
- Strong organizational and multitasking abilities
- Passion for tennis with foundational sport understanding
- Proficiency in office software and willingness to learn CRM systems
Job Details
Client & Member Services (Primary Focus):
- Serve as the first point of contact for all client inquiries via phone, email, and in-person, providing prompt, professional, and friendly service.
- Manage the client database using our client management system, ensuring all records are accurate and up-to-date.
- Oversee the online booking system, manage lesson packages, and assist clients with scheduling and payments.
- Proactively resolve client issues and handle feedback gracefully to ensure a high level of satisfaction.
- Foster a welcoming environment for all members and guests, especially children and families.
Club Administration & Operations:
- Coordinate daily court bookings, manage class schedules, and work to optimize court utilization.
- Liaise with the coaching team to ensure seamless schedule coordination and communication.
- Manage all aspects of our retail operations, including sales, inventory management, and vendor relations to ensure the pro-shop is well-stocked and presented.
- Maintain accurate records of equipment and supplies, and process purchase orders as needed.
- Assist with creating and posting content for our social media channels (e.g., Instagram).
Team & HR Administration:
- Assist with the recruitment process, including posting job advertisements, screening resumes, and coordinating interviews.
- Facilitate the onboarding and orientation process for new employees.
- Maintain confidential employee records, manage leave administration, and assist with payroll preparation.
Qualifications and Skills:
Essential:
- Exceptional interpersonal and communication skills, with a friendly, patient, and approachable demeanor.
- A genuine passion for tennis and a strong foundational understanding of the sport.
- Proven organizational, time management, and multitasking abilities with meticulous attention to detail.
- A proactive problem-solver with the ability to handle client feedback gracefully.
- Proficiency in standard office software and a willingness to learn new systems (CRM, booking software).
Preferred:
- Previous experience in a customer-facing role (customer service, hospitality, or retail) is highly valued.
- Experience in an administrative or coordinator role.
- A degree or diploma in Business Administration, Hospitality, Communications, or a related field.
- Experience using Canva or other graphic design tools for social media content creation.
- Basic experience with HR administrative tasks (leave, payroll) is a plus.