Duty Manager – Customer Experience and Operations – Fulham Reach Boat Club
The Duty Manager – Customer Experience & Operations is a key front-of-house and operational role at Fulham Reach Boat Club. As one of the first points of contact for members, customers, corporate clients and visitors, this person will be an ambassador for the charity, delivering an exceptional customer experience while supporting the day-to-day operation of the site.
About the Role
Working onsite five days a week (exact hours to be agreed), the role is responsible for managing bookings across adult courses, private coaching and corporate team-building events, whilst ensuring the smooth running of front-of-house operations. The postholder will oversee enquiries received in person, by telephone, email and through the website, ensuring every interaction reflects FRBC’s welcoming culture and charitable mission.
The role also supports the continued growth of the charity by coordinating corporate bookings, assisting with membership onboarding for both adult and youth programmes, and maintaining accurate and up to date CRM, systems and customer records.
This is an ideal role for someone who enjoys working with people, thrives in a busy operational environment and has excellent organisational skills, attention to detail and a proactive approach to problem solving.
Key Responsibilities
Bookings & Customer Experience
- Manage all enquiries relating to Adult Learn to Row courses, private coaching, corporate rowing experiences and venue hire through email, telephone, website and walk-in enquiries.
- Deliver an outstanding customer experience from first enquiry through to booking confirmation.
- Coordinate and administer all bookings, ensuring excellent communication with customers throughout.
- Maintain accurate booking records, CRM data and reporting information.
- Identify opportunities to maximise course occupancy and corporate bookings throughout the year.
Corporate Team Building
- Act as the primary coordinator for corporate rowing and team-building enquiries.
- Liaise with corporate clients to understand their requirements and manage bookings from enquiry through delivery.
- Work closely with coaching and operations teams to ensure successful delivery of all corporate events.
- Help grow corporate income through excellent customer service and repeat business.
Duty Management & Front of House
- Be present onsite at agreed hours as the first point of contact for visitors, members and customers.
- Manage walk-in enquiries and provide information about FRBC programmes and facilities.
- Support the smooth day-to-day operation of the boathouse and escalte operational issues where appropriate.
- Work collaboratively with colleagues to ensure a welcoming, safe and professional environment.
Membership Support
- Support the onboarding of new adult and youth members alongside the respective programme teams.
- Ensure new members receive timely communications, booking information and induction guidance.
- Assist with membership administration and maintain accurate membership records.
- Help ensure a positive member journey from enquiry through to active participation.
Operations & Administration
- Maintain booking systems and operational databases with a high degree of accuracy.
- Schedule coaches and sessions within the Deputy resource management platform in collaboration with the Chief of Operations.
- Produce regular booking and performance reports for the Chief of Finance.
- Support fundraising and promotional activities by raising awareness of FRBC’s charitable impact through customer interactions.
- Undertake other operational duties that contribute to the effective running of the club ensure safety and safeguarding standards are upheld.
- Excellent customer service and communication skills.
- Strong organisational and administrative abilities with exceptional attention to detail.
- Experience managing bookings, customer enquiries or front-of-house operations.
- Ability to manage multiple priorities in a fast-paced environment.
- Confident using Microsoft Office, booking systems and CRM databases.Ability to work independently while collaborating effectively with colleagues.
- Friendly, approachable and solutions-focused.
- Understanding of safeguarding and protecting children, young people and vulnerable adults.
- Experience within sport, leisure, hospitality or charity sectors.
- Knowledge of rowing or community sport.
- Experience coordinating corporate events or hospitality bookings.
- Experience supporting membership administration or customer onboarding.
- Experience using Deputy or similar workforce management software.
What We Offer
- A chance to be part of a vibrant rowing community and award-winning charity making a genuine social impact.
- Free use of gym, equipment and facilities when not volunteering.
- Professional development and training opportunities.
- Staff socials, awards and recognition events.
- A welcoming, passionate and supportive team culture.
- The opportunity to help shape the continued growth of one of the UK’s leading community sports charities.
Salary: £29,000 - £34,000 depending on experience, 24 days annual leave plus 8 Bank Holidays
Type: Full Time (40 hours per week)
Application Dates: From Thursday 30th July 2026 to Wednesday 19th August 2026
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