Customer Experience Team Lead

The Customer Experience (CX) Team Lead role is to mentor and train the Customer Experience team, who are the faces of Core Collective. Core Collective is not just a fitness nor wellness business, it is a hospitality business at its core and thus a high level of customer excellence should be achieved.

Who We Are:

Since our launch in 2018, Core Collective has propelled the professional growth of hundreds of fitness and wellness practitioners and business owners by providing a convenient and cost-effective plug-and-play solution at our three centres of excellence at Anson, Dempsey, and Katong.

Our purpose is to help our residents grow their businesses through comprehensive business support services and outstanding customer experience for their clients at every touchpoint. We expertly manage the mundane but necessary tasks so that our residents can focus on their passions - With us, they are not just renting space;
they’re partnering for success.

Who are our residents:

In Core Collective lingo, our customers are called Residents. Personal Trainers, Chiropractors, Pilates instructors, Physiotherapists, etc. are a few examples of our residents who make up the community of health and wellness professionals.

Your impact:

Our Customer Experience Team Lead will be leading the Customer Experience (CX) team who are the faces of Core Collective at each location.

The CX team is the familiar face that all Residents and Members can look to when they have questions or issues. They are the "
Knowledge and call centre"
of the business. It is important that each and every single CX team member knows what is going on in the business in order to give accurate answers or to point Residents or Members in the accurate direction. They are the face of welcome and also the face of discipline.

Your role as the team lead is also to ensure that the facilities and equipment are well-maintained and upkeep is high, at the same time ensuring your team is firmly following processes with minimal errors.

What You’ll Be Doing:

Customer Experience &
Operational Management

• Embed and deliver customer service excellence within Core Collective's business, culture, and values at all times
  
• Resolve disputes and issues with residents and members
  
• Be accountable and responsible to make sure all activities in the centre are running smoothly on a daily basis
  
• Conduct daily walk-arounds to ensure that
  
  • The space, facilities and equipment are clean, tidy, safe, well-maintained
    
  • Internal SOPs and processes are followed by team members and cleaners
    
  • Compliance of house rules and policies by residents and members
    
  
  
• Assisting residents with any customer system management (MBO) issues
  
• Optimise manpower scheduling to ensure uninterrupted operations
  
• Actively gather member feedback, sharing weekly insights and recommendations with the Manager
  
• Manage and resolve cleaning, facilities and operations issues independently
  

Talent Management

• Lead by example by providing Excellent Customer Experience at all touch points
  
• Conduct regular training and coaching to the customer experience team
  
  • To deliver excellence customer experience
    
  • To manage / resolve operational issues
    
  
  
• Ensure each team member understands their role within Core Collective, has a job description, and agreed KPIs
  
• Accountable for customer experience team members deliver their duties in each location
  

Budget Management

• Support the Manager in managing the annual budget and strive to create efficiencies in budget allocation
  

Who You Are:

• 2-3 years of relevant work experience in customer service
  
• 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 and consider the holistic implications of changes on the customer experience
  
• Ability to work collaboratively in a cross-functional team
  
• Able to anticipate changes and adapt proactively
  
• Ability to maintain keen attention to detail, multitask, and work well under pressure
  
• Excellent stakeholder management and communication skills
  
• Intermediate to advanced command of both written and spoken English to effectively manage difficult and escalated customer experience situations
  

Our Vision

In line with our parent company Aurum and WH Group, our shared vision is to Build sustainable businesses that positively impact lives across generations (i.E. Do Well Do Good). We aspire to transform Core Collective from a local fitness &
wellness business into leading global fitness, wellness and lifestyle hubs that are centres of excellence and home to a diverse community of top professionals, fostering collaboration for healthier and happier lives.

We achieve our vision by:

1. Building fitness and wellness hubs that are centres of excellence in the industry
   
2. Filling our space with the best fitness and wellness professionals
   
3. Providing the best platform and support services to help our professionals grow
   
4. Fostering collaboration across disciplines for healthier and happier lives
   

Our Core Values
Benevolence

• Show genuine care and compassion for our team, customers, community, company
  
• Do things because we care and not because we have to
  
• Proactiveness to help others (team-mates/stakeholders)
  

Excellence

• Consistently producing work that wows / impresses / delights your teammates and customers
  
• Going above and beyond everything that we do
  
• Continuous Improvement
  
• Exceptional professionalism
  

Ownership

• Treat it like your own business
  
• Owning up to your mistakes and actively solving the mistakes
  
• Deliver on your promises to your teammates and stakeholders
  
• Do what needs to get done
  

Integrity

• Always doing the right thing
  
• Keeping to our word
  
• Having each other’s back
  
• Open and effective 2-way communication (both good and bad)
  
• Treat others fairly with mutual respect
  

Agility

• Actively seek learning and able to adapt to new situations
  
• Able to work with people from various backgrounds, cultures and seniority