Branch Associate

Job Summary

As a Branch Associate / Executive, your mission is to create a welcoming environment for infants, toddlers, and their families, while supporting coaches and driving branch growth. You will blend five-star customer service with smooth daily operations, data-driven class optimisation, and goal-oriented sales to ensure every family enjoys an exceptional Happy Fish experience.

Work Schedule

5 days work week (43.75 hours)

(Both Weekend Required to Work, Unfixed off and rest day on weekday)

Weekday - 11am to 9pm / 10:30am to 8:30pm / 10 am to 8pm / 9 am to 7pm

Weekend - 8am to 6pm / 8:30 to 6:30pm

Job Responsibilties

Front-of-House Service

• Extend the signature Happy Fish Greeting to all walk-in and trial class pre-booking families, ensuring a warm and professional welcome.
• Address enquiries accurately and efficiently, resolving routine issues at first contact.
Capture guest feedback and escalate service observations to the Branch Manager for continuous improvement.

Infant & Toddler Care

• Provide supervised, short-term care for infants and toddlers while parents wash up post-lesson.
Engage with young children through safe, age-appropriate play that reinforces a positive swim-centre experience.

Sales & Revenue Generation

• Convert enquiries, trials, and leads into confirmed class enrolments.
• Proactively secure package renewals prior to expiry and recommend relevant retail add-ons (e.g., swim gear).
• Maintain accurate lead data in the CRM, prepare quotations, and conduct timely follow-ups via WhatsApp or email.
Consistently meet or exceed monthly sales targets to qualify for tiered incentive payouts.

Coach Partnership & Class Optimisation

• Serve as the primary liaison between parents and coaches regarding student progress and level advancement.
• Analyse weekly utilisation reports and recommend class merges or transfers to maximise average headcount.
Coordinate make-up lessons and communicate schedule adjustments promptly to all stakeholders.

Scheduling & Administrative Control

• Maintain up-to-date class rosters and coach assignments with zero tolerance for discrepancies.
• Issue timely reminders to parents and coaches on lesson start dates, make-up sessions, and payment deadlines.
Compile and submit daily operational reports—sales, attendance, and class utilisation—for management review.

Operations, Safety & Facility Standards

• Execute opening, hourly, and closing inspections in accordance with SOPs, including pool-water testing, equipment checks, and hygiene logging.
• Ensure all lesson materials—flotation aids, age-specific diapers, towels, and toys—are prepared in advance of each session.
Perform routine cleaning of wet areas and play zones; promptly escalate maintenance or safety concerns

Branch Support & Ad-Hoc Duties

• Assist the Branch Manager with inventory counts, staff rota planning, and special projects as required.
Undertake additional responsibilities that are consistent with the scope of the role and the operational needs of the branch.

Job Requirement

• Minimum GCE O, or A-Level, or NITEC. Candidates holding a recognised certificate in retail or customer service—or a diploma/degree in Early Childhood Education or other service-related disciplines—will be given preference.
• Have at least 1 year of customer service experience, working in the role as front desk or retailer.
• New Graduates who have no experience, interested and keen to work with young children.
• Be committed with passion and dedication in customer service and work schedule.
• Positive attitude & people-oriented in nature with good interpersonal skill in communication.
• Being passionate, fun-loving, and motivated
• Being resilience with patience in handling any customers’ queries and complaints.
• Possessed good level of PC skill with Microsoft office knowledge, Google sheet, e.g words and excel.
• Professional, punctual, and well-organized individual who will enact his/her responsibility for all the coordination.
• Good team player, and able to work as a team in communication and delivering the message internally and externally.