Reference Number: WV153
Closing Date: 10th October 2025
Location: The Wave
Hours: 37.5
Rate of Pay: £26,188.50 per annum
CV Life are looking to appoint a proactive and passionate Customer Service officer to lead and develop customer service excellence across our leisure and cultural facilities.
The postholder will work closely with departmental and Centre/Venue Managers to recruit, train and support our front-line teams, ensuring consistently high standards of service at all our venues.
With responsibility for creating robust induction and training programs, monitoring performance, driving continuous improvement and high standards, and using customer feedback, you will play a key role in shaping our customer journey.
If you’re an inspiring communicator with a commitment to delivering outstanding customer experiences, we’d love to hear from you.
Apply Today and Join Our Team!
CV Life is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff and volunteers to share this commitment.
Reporting to: Head of Operations (Destination Venues)
Coventry Sports Foundation and Culture Coventry Trust are operating as CV Life, so that the scope of this Job Description as a CV Life document extends to cover the employment contracts held with either Coventry Sports Foundation or Culture Coventry Trust.
To work with departmental managers to develop, improve, implement and manage customer service standards across CV Life.
- To support managers with the recruitment of Customer Service Advisors, Front of House and Box Office assistants across CV Life, ensuring process is followed and appointed candidates are suitable for the role.
- To be responsible for the development of a robust induction programme for all new Customer Service Advisors, Front of House and Box Office assistants, liaising with managers to ensure full and thorough implementation.
- To oversee the completion of all inductions, checking in with employees at identified key milestones during the induction process to ensure capability for the role.
- To liaise with the Head of Training and Development to implement an effective on-going training plan for all Customer Service teams across CV Life, ensuring continuous improvement in customer service standards.
- To be responsible for leading communication with Customer Service teams across all sites and venues, including regular team meetings and implementation of all new processes.
- To introduce and monitor agreed standards for customer service across CV Life, highlighting poor performance and supporting managers with improvement planning or disciplinary processes.
- To develop and monitor a range of ‘customer service’ Key performance Indicators providing monthly reports to the Senior Management Team.
- To communicate and train all Duty Managers on the expected standards for customer service in CV Life facilities and venues.
- To monitor and review customer feedback and use the findings to make recommendations to the Senior Management Team on improving the customer journey and support the development of a customer service strategy.
- To support the management team to successfully achieve and maintain the relevant quality assurance accreditations.
- To review the use of current booking and management information systems by customer facing roles to make recommendations that help deliver effective customer service, supporting the development of the organisations digital strategy.
This job description is neither exhaustive nor exclusive and may be reviewed and updated depending upon operational requirements and staffing levels.
- To embrace and lead by example on the Company’s key values of PRIDE, PASSION and PERFORMANCE or those that might at any time be subsequently re-defined.
- To support the Company’s commitment to providing a safe environment for children, young people and vulnerable adults, ensuring awareness of the Company’s Safeguarding Policy, Procedures and Practice Guidance, and to be vigilant, reporting any safeguarding concerns without delay.
- To undertake all duties and fully comply with all of the Company’s general standards and those relating to the specific requirements of the role.
- To take care of their own health and safety and that of others who may be affected by their actions at work, and to co-operate with health and safety matters to help everyone meet their legal requirements.
- To co-operate with managers and colleagues to ensure environmental responsibilities are complied with.
- To carry out tasks at a range of sites that are either operated or managed by the Companies / Trusts or where services are delivered by the Companies / Trusts
- To be involved in any aspects or opportunities for sharing of good practice, expertise and responsibilities within the Companies / Trusts. To generally help promote the work and public image of the Companies / Trusts, always maintaining high standards of customer service and personal appearance.
- To attend and fully engage with all internal training and development requirements and opportunities, and maintain such qualifications as required by the demands of the role.
- To interact positively with customers adopting a friendly and professional approach at all times.
- To comply with the General Data Protection Regulations when dealing with, maintaining, sharing and storing information.
- To undertake other duties as specified, which are appropriate to the qualifications, experience and general level of the post.
Essential Personal Attributes
- Excellent communicator to various levels of internal and external representation.
- Approachability to staff.
- High levels of self-motivation and organisation.
- A flexible approach to work.
- Leadership skills.
- Supportive qualities that will encourage staff in their pursuit of personal goals.
- Ability to be positively persuasive and motivate individuals and teams.
- High standards in relation to the presentation of facilities and staff.
Essential Knowledge and Experience
- Knowledge of customer service practices.
- Experience of working in a customer facing environment.
- Experience of using MS Office including Teams, Word, Excel and PowerPoint.
- Experience of analysing and presenting data.
- Knowledge of recruitment practices.
- Knowledge of Digital developments which support Customer Service improvement.
Special Circumstances
- Ability to work unsociable hours including evenings, weekends, and Bank Holidays.
- Ability to travel between sites.
If you have any enquires, please contact our Human Resources Team by emailing recruitment@cvlife.co.uk
- Great development opportunities
- FREE health and fitness membership* **
- FREE health and fitness membership for a family member or friend* **
- FREE uniform for applicable roles
- FREE training for applicable roles
- DISCOUNTS on various Centre activities*
- FREE entry to venues*
- Access to the full range of CV Life Employee Benefits & Discounts
(*not applicable to casual workers)
(**The two benefits combined can be worth £1000!)
We encourage and welcome applications from all ethnic groups and people with disabilities. Our aim is to build a diverse workplace and to become a truly inclusive employer with a workforce and visitor audience as diverse as the communities we serve. We seek to create an inclusive and welcoming environment for all those who work at CVLife.
If you think this is the role and organisation for you then we would love to hear from you.
Please complete our short application form (average 30 mins to complete) by clicking the Apply Online Button below. We shortlist for our vacancies on an ongoing basis, and we may close a vacancy earlier than the advertised date. Please submit your application as soon as possible to avoid disappointment.
When applying for this position, please ensure you confirm the Job Title and the Reference Number as stated on this Job Advert.