Join One of the North West's Fastest Growing Children's Football Companies!
First Kick Mini Kickers provides fun, engaging and professionally delivered football sessions for children.
With exciting expansion plans and new venues launching across the North West, we're looking for an enthusiastic, organised and customer-focused individual to become a key part of our growing team.
This is much more than a typical office administration role. You'll be at the heart of the business, helping new families join First Kick, supporting our existing members and ensuring every parent receives outstanding customer service.
If you enjoy speaking to people, love being organised and thrive in a fast-paced environment, we'd love to hear from you.
The Role
As our Customer Success & Membership Administration Manager, you'll be responsible for managing the complete customer journey, from a parent's first enquiry through to becoming a long-term member.
You'll combine customer service, sales, membership administration and finance support to help drive the continued growth of the business while ensuring every family receives an exceptional experience.
This is a varied role where no two days are the same, making it perfect for someone who enjoys working with people, solving problems and taking ownership of their work.
Key Responsibilities
Customer Enquiries & Membership Sales
- Respond to all enquiries quickly and professionally.
- Contact parents interested in joining our classes.
- Book trial sessions and manage trial attendance.
- Follow up all trial sessions.
- Convert enquiries and trial bookings into paying members.
- Ensure every enquiry receives appropriate follow-up.
- Maintain accurate records of enquiries, calls and communications.
- Support the successful launch of new venues by helping fill classes.
Customer Experience & Retention
- Deliver outstanding customer service to all parents.
- Welcome and onboard new families.
- Answer enquiries relating to memberships, classes and payments.
- Contact families considering cancelling and explore suitable solutions.
- Resolve customer queries and complaints professionally.
- Help improve customer satisfaction and retention across the business.
Membership Administration
- Maintain accurate customer and membership records.
- Process membership changes, transfers and cancellations.
- Monitor trial attendance, new memberships and cancellations.
- Produce reports on enquiries, conversions and membership performance.
- Ensure all customer information is accurate and up to date.
Payments & Administration
- Monitor monthly membership payments and subscriptions.
- Identify failed or missed payments.
- Contact parents regarding outstanding balances.
- Support payment reconciliation and reporting.
- Process authorised refunds and account amendments.
- Liaise with management and the company accountant when required.
- Support invoicing and general office administration.
Performance Bonus
Your bonus will be linked to key business objectives, including:
- Trial-to-member conversion rates.
- New membership growth.
- Membership retention.
- Customer satisfaction.
- Enquiry response times.
- Collection of outstanding payments.
- Accuracy of administration and customer records.
About You
We're looking for someone who is:
- Friendly, confident and approachable.
- Passionate about delivering outstanding customer service.
- Highly organised with excellent attention to detail.
- Comfortable speaking with customers by telephone, email and message.
- Proactive and able to work independently.
- Motivated by achieving targets and helping a business grow.
- Calm under pressure and confident resolving customer issues.
- A strong team player with a positive attitude.
Skills & Experience
Essential:
- Excellent customer service skills.
- Strong communication skills, both written and verbal.
- Good IT skills, including Microsoft Office and email.
- Excellent organisation and time management.
- Experience in administration, customer service, sales or membership management.
- Ability to manage multiple priorities in a busy environment.
Desirable:
- Experience using CRM or booking systems.
- Experience within children's activities, sport, education, leisure or a membership-based business.
Why Join First Kick Mini Kickers?
At First Kick, you'll become part of a friendly, supportive and ambitious team that's passionate about making a difference to children's lives through football.
We believe work should be enjoyable, rewarding and somewhere people genuinely look forward to coming each day.
What We Offer
- Competitive Salary.
- Company pension.
- 28 days holiday including Bank Holidays.
- Full training and ongoing support.
- A fun, energetic and positive working environment.
- A friendly and sociable team culture.
- Regular team events and socials.
- Free on-site parking.
- Flexi-time.
- Genuine opportunities for career progression as the business continues to expand.
- The chance to play a key role in one of the North West's fastest-growing children's football organisations.
Apply Today
If you're looking for a rewarding career where you can make a genuine impact, enjoy working with people and want to be part of an ambitious and growing business, we'd love to hear from you.
Please apply with your CV and a short covering letter explaining why you'd be a great addition to the First Kick Mini Kickers team.
Pay: £25,000.00-£32,000.00 per year
Benefits:
- Childcare
- Flexitime
- Free parking
- On-site parking
Work Location: In person
