Systems Officer - Customer Success

Full-time (37 hours per week) and open-ended, with a shift allowance of 5%.

Loughborough University is the Times and Sunday Times Sports University of the Year 2025 and has a global reputation for sporting excellence.

Building on this success, we’re recruiting a Systems Officer to drive the continued improvement of Loughborough Sport’s customer service. As part of the Strategic Insights & Solutions Team, this role will support the delivery of critical business functions, such as, facility hire, sports club bookings, event management, and gym membership schemes. Therefore, front and back of house experience of leisure management systems such as Legend by Xplor, Gladstone or XN are desirable but not essential.

The role will be integral in setting the standards of an excellent customer service, primarily through online support, but also in face-to-face interactions in sports facilities. The role will also be expected to support Loughborough Sport colleagues with any troubleshooting systems issues they face in a front of house environment. Particularly evenings and weekends, when this role will be the first point of contact on campus, as part of a rotating shift pattern (there isa shift allowance of 5%).

Above all else, the role is expected to put the customer at the centre of all business activities, ensuring their needs are understood and their problems solved before they’re even aware of an issue. This is why prospective applicants must be comfortable working with new systems as much of our capacity to solve these problems lies with embracing new innovative technologies.

We are looking for highly motivated and passionate team players, all playing their part to drive this ‘customer success’ mindset across the department. The Strategic Insights & Solutions Team is highly ambitious and aspires to drive collaboration, inspire innovation, and challenge thinking across the University.

For more information on the role please refer to the Job Description and Person Specification.

Contact for informal enquiries: Ben Daly, Solutions Manager (Bookings), B.Daly@lboro.ac.uk.

Closing date for receipt of applications: 7th September 2025

Interview date: w/c 15th September 2025

Loughborough University is committed to achieving equity and valuing diversity in all aspects of employment and welcomes applications from all sections of the community. As one of the country's leading universities we understand the importance of investing in our staff and their professional development. Click here to find out more.

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