Customer Service & Bookings Administrator:
Salary: £25,000.00 - £27,000.00 (depending on experience)
Location: Redditch Office-based (with potential for hybrid once established in the role) - Arrow Vale Sports Centre, Matchborough Way, Redditch, B98 0GF
Reports to: Company Directors
Hours of work: Monday – Thursday 9am-5pm and Friday 9am-4:30pm (37 hours per week)
There may be flexibility to adjust working hours slightly (for example 8:00am–4:00pm or 10:00pm–6:00pm) depending on operational demand and will be discussed with the successful candidate.
About us:
P&E Sports Lettings Ltd is a rapidly growing sports facility management company dedicated to providing accessible, high-quality sports and community facilities across the UK.
Working in partnership with schools, trusts, and local communities, we manage multiple venues and deliver a wide range of sports, fitness, and community activities.
Our focus is on delivering excellent customer experiences, supporting grassroots sport, and ensuring our venues operate efficiently, professionally, and sustainably.
Purpose of the Role:
The Customer Service & Bookings Administrator plays a vital role in supporting the smooth operation and commercial success of P&E Sports Lettings Ltd.
Acting as a central point of contact for customer enquiries across all venues, the role ensures that all booking enquiries are handled promptly, professionally, and efficiently to maximise booking conversion and prevent missed revenue opportunities.
The Customer Service & Bookings Administrator will manage incoming enquiries, support venue booking systems, assist with membership administration, and work closely with Sports Centre Managers and Team Leaders to ensure calendars, payments, and customer communications are maintained to a high standard.
This role is instrumental in improving customer experience, increasing booking conversion rates, and reducing operational pressure on venue managers and senior leadership. This role plays a key part in protecting company revenue by ensuring enquiries are converted into bookings wherever possible and that booking systems across the business remain actively managed.
Key Responsibilities:
Customer Enquiries & Booking Management
· Act as the primary point of contact for new customer enquiries via phone, email, and online booking platforms.
· Respond to all enquiries promptly, professionally, and accurately.
· Convert enquiries into confirmed bookings wherever possible.
· Provide customers with clear information regarding venue availability, pricing, and booking procedures.
· Support customers through the booking process to ensure a smooth and positive experience.
· Maintain accurate records of customer enquiries and follow-ups to ensure no opportunities are missed.
Booking System & Calendar Management
- Support Sports Centre Managers with maintaining accurate venue booking calendars.
- Assist with updating, amending, and managing bookings within the booking system.
- Ensure bookings are entered and amended accurately and efficiently.
- Monitor pending bookings and follow up where required to ensure enquiries are not lost.
- Support the ongoing administration of booking systems across multiple venues.
Payments & Membership Administration
- Assist with monitoring and resolving failed payments within booking and membership systems.
- Support direct debit administration where required.
- Assist with membership administration including new memberships, cancellations, and customer queries.
- Liaise with Sports Centre Managers to ensure payment-related issues are addressed promptly.
Customer Service & Communication
- Deliver a high standard of customer service across all customer interactions.
- Maintain clear and professional communication with customers, hirers, and venue managers.
- Support the resolution of customer queries and issues where appropriate.
- Work collaboratively with Sports Centre Managers to ensure customer expectations are met and operational standards are maintained.
Operational Support
- Provide administrative support to Sports Centre Managers where required.
- Assist in maintaining efficient communication between venues and the central management team.
- Ensure that enquiries forwarded by Directors or venue managers are acknowledged and responded to promptly.
- Liaise with hirers where necessary to support booking confirmations, changes, or queries.
Person Specification:
Essential:
- Excellent customer service and communication skills.
- Strong organisational and administrative abilities.
- Ability to manage multiple enquiries and tasks simultaneously.
- Confident using booking systems, databases, and Microsoft Office applications.
- Professional and confident telephone manner.
- Ability to work independently and manage workload effectively.
- Strong attention to detail.
- Experience in a customer-facing or call-handling role.
- Ability to multitask, prioritise, and remain calm under pressure.
- A positive, solutions-focused attitude with strong attention to detail.
- Flexibility to occasionally support evening or weekend enquiries if required.
Desirable:
- Previous experience within customer service, bookings administration, or hospitality.
- Experience working with booking management systems.
- Experience working within sports, leisure, or venue environments.
- Experience of working in a sales or KPI-driven environment.
- Knowledge of SchoolHire or ClubRight systems.
- First Aid and Safeguarding training (or willingness to complete).
Personal Attributes:
The successful candidate will demonstrate:
- A proactive and solution-focused mindset.
- A strong commitment to customer service excellence.
- Professionalism and reliability.
- Strong attention to detail and organisational skills.
- The ability to work collaboratively within a growing organisation.
- A positive and approachable attitude when dealing with customers and colleagues.
Key Performance Indicators (KPIs)
Performance in this role will be measured against the following key indicators:
- Enquiry response time – responding to customer enquiries promptly and professionally.
- Enquiry to booking conversion rate – maximising confirmed bookings from incoming enquiries.
- Reduction in missed opportunities – ensuring enquiries and pending bookings are actively managed.
- Resolution of failed payments – assisting with quick and effective resolution of payment issues.
- Customer satisfaction – delivering a positive experience for all customers and hirers.
- System accuracy – ensuring bookings and customer records are maintained accurately within systems.
- Communication with Sports Centre Managers – maintaining clear and consistent communication across venues.
Why Join P&E Sports Lettings Ltd?
This role offers the opportunity to play a key part in a rapidly growing organisation that manages sports and community facilities across the UK. You will work closely with senior leadership and venue teams to help improve customer experience, increase bookings, and support the continued growth of the business.
Pay: £25,000.00-£27,000.00 per year
Benefits:
- Company events
- Company pension
- Free parking
- Gym membership
- On-site parking
Ability to commute/relocate:
- Redditch B98 0GF: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you currently hold a valid UK Driving License and have access to a car?
- Are you 18+ years of age?
- Do you require any reasonable adjustments for the recruitment stage?
- Please make us aware if there is anything that would come up if we were to run an enhanced DBS (Disclosure and Barring Service) check on yourselves
- What is the earliest date you would be able to start your new role with us should you be successful? (Describe Situation if necessary)
- Do you have any upcoming holiday commitments/appointments we need to be aware of?
- Please indicate dates & times for brief screening call next week (11th/14th Sept) and best contact number to reach at
Work authorisation:
- United Kingdom (required)
Work Location: In person
