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Customer Experience Manager

SSP Operations

Location:  Guildford
Salary:  £31,151 per annum
Post Type:  Full Time
Advert Placed:  Friday 10 September 2021
Closing Date:  Thursday 23 September 2021
Interview Date:  Friday 01 October 2021
Reference:  029721-R-R-R-R

An opportunity has arisen within the Commercial Services department for a self-motivated, pro-active and highly organised individual to join our team.

This role is responsible for the provision of exceptional Customer Experience for all prospective, new and current users of Surrey Sports Park (SSP) through the successful management of front facing staff and administrative support staff.

The post holder will use their knowledge and experience to build and train their team to proactively guide customers to appropriate services and support customers in resolving a wide range of enquires. This role will lead on the gathering of customer feedback and distribution customer surveys to better understand and support all users of SSP, using the data to drive improvements across the business.

The role will work closely with the Sales Manager, Client Services Manager and Sport & Fitness Delivery Manager to lead and deliver an exceptional customer journey and positively enhance the customer experience. The post holder will also work closely with the Marketing & Communications team to engage and proactively communicate with customers across a variety of platforms.

The successful candidate will have excellent management, organisational and prioritisation skills, and experience of working independently and dealing with unforeseen circumstances and problems.

This role requires work during unsocial hours, including early mornings, late evening and at weekends.

Surrey Sports Park is at the heart of sport and physical activity in Surrey, and our mission is to deliver the best possible sport, health and wellbeing experience to our University of Surrey students and to the wider SSP community. We provide strategic added value to the University by delivering an outstanding student experience through social and competitive sport and providing an excellent environment for wellness and fitness for Surrey staff and students, and our community impact is significant both culturally and physically.

If you would like to discuss this role further, please contact Jodie Jackson on

The supporting statement section should set out how your qualifications, experience and training meet each of the selection criteria. Please provide one or more paragraphs addressing each criterion. The supporting statement is an essential part of the selection process and thus a failure to provide this information will mean that the application will not be considered. An answer to any of the criteria such as "Please see attached CV" will not be considered acceptable.

Please note CVs cannot be accepted without a completed application form.

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Further details:

For more information and to apply online, please download the further details and click on the 'apply online' button above.


Surrey Sports Park is committed to providing an inclusive environment that offers equal opportunities for all.  We place great value on diversity and are seeking to increase the diversity within our community.  Therefore we particularly encourage applications from under-represented groups, such as people from Black, Asian and minority ethnic groups and people with disabilities.

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