Our Purpose

“Igniting Greatness”

Our Mission

“We empower every person within our community, through our Circle of Care, to go beyond what they think is possible”

Our 5 Values

Collaboration, Integrity, Empathy, Excellence, Empowerment

Job Summary: UFIT Singapore

Position: Head of Customer Experience (Health & Fitness Client Services)
Location: Singapore
Reports to: CEO & CCO

Role Overview:

The Head of Health and Fitness Client Services serves as the focal point for all front of house clients servicing within the B2C Health and Fitness department. They are directly responsible for:

●      Establishing new front-of-house processes and standards across all fitness and health operations.

●      Enhancing client experience and optimizing health conversion rates from inquiries.

●      Overseeing direct insurance billings and front-of-house responsibilities to optimize efficiencies in this area.

●      Setting out the operational responsibilities of senior reps at each location and communicating these to the relevant location managers.

●      Overseeing payroll-related items for health & fitness

Reporting directly to the Director of Health and Fitness for client servicing and commercial items, and to the Chief Executive Officer (CEO) for facility and HR-related aspects, this role plays a pivotal role in ensuring seamless operations and exceptional client service delivery.

Key Responsibilities:

1. Operational Oversight:

Manage day-to-day UFIT Rep operations, ensuring consistency, efficiency, and high service standards across all areas:

●       Enquiry Management – Oversee timely and professional handling of all client enquiries across channels; develop and maintain training materials to guide the team on best practices. Assist in direct insurance billing

●       Scheduling Protocols – Ensure accurate booking processes, optimal utilization of schedules, and adherence to SOPs.

●      Inventory Management – Monitor stock levels, coordinate replenishment, and minimize discrepancies

●      Vendor Coordination – Liaise with external vendors to ensure timely delivery of services and supplies

●       Facility Maintenance – Maintain overall cleanliness, safety, and operational readiness of all facilities

●       Team & Operations Support – Address day-to-day operational issues, ensure team alignment with standards, and support smooth workflow execution

●      Assist in coordinating housekeeping schedules and overseeing attendance to maintain operational efficiency and adequate staffing coverage.

2. Client Experience Enhancement:

●       Drive initiatives to elevate the overall client journey by developing and implementing strategies that enhance every touchpoint—from initial enquiry and appointment scheduling to in-clinic interactions and post-visit follow-ups—while establishing and reinforcing consistent service standards to ensure a seamless, personalized, and high-quality experience across allocations.

●      Gather client and Hub Manager feedback, implementing improvements to surpass customer satisfaction goals.

●       Identify operational gaps and implement improvements to enhance efficiency and over all client experience

●      Support initiatives that strengthen client relationships, encourage repeat visits, and improve long-term engagement

3. Front Desk Operations:

●       Oversee front desk activities, including client check-in, registration, appointment scheduling, and direct insurance billings, reporting to the CEO.

●      Provide training in customer service best practices to staff, ensuring a welcoming and professional atmosphere.

●       Optimize Front-of-house responsibilities to streamline processes and enhance efficiency in direct insurance billings.

4. Resolution of Issues:

●       Address and resolve patient concerns or complaints promptly and professionally, reporting to the Director of Health and Fitness, or the action managers where relevant

●       Collaborate with healthcare providers to ensure swift resolution of clinical issues impacting patient satisfaction

5. Training and Development:
●       To lead new joiners' Brand Onboarding detailing UFIT ‘s 4 pillars and Circle of Care

●      Conduct customer service training for all UFIT Reps, emphasizing client-centric care.

●      Foster a customer service culture aligned with UFIT’s values and goals.

●       Establish service-based KPIs and conduct quarterly reviews with UFIT Reps on service standards and performance.

Additional Details:

●      Working hours: Monday to Friday,9:00 AM to 6:00 PM.

●      Alternate Saturdays 8am-12pm. 2 Saturdays per month.

●      May be required to cover front-of-house duties in case of illness or other contingencies.