Customer Advisors Queensferry, Wales
Job description
JOB DESCRIPTION
MAIN PURPOSE/REASON FOR THE JOB
The post holder will work as part of the Leisure Services' Customer Services Team,
which operates seven-days-a-week (including daytimes, evenings and weekends),
delivering a first class, professional service using a range of communication methods
to ensure that, where possible, customer enquiries, requests for service, payments
and complaints are resolved or actioned promptly at the first point of contact.
The post holder will meet, greet, advise and serve customers visiting the leisure
centres and is required to ensure consistency when inputting data into the Leisure
Management System and when providing verbal/written information to customers.
The post holder is required to greet customers in a pleasant and friendly manner and
to provide an efficient and knowledgeable service to centre users.
PRINCIPAL ACCOUNTABILITIES
1. To receive, assess and resolve or action enquiries/requests from customers,
schools & sports clubs for service either face-to-face or via telephone to
ensure Leisure Services meets corporate service standards.
2. To provide a comprehensive Leisure information service advising customers
on the price and availability of facilities, the most appropriate membership
options, current policies and procedures, and raising public awareness of
'what's on offer' through the pro-active cross-selling of service-wide activities
and events.
3. To input data into the Leisure Management System (LMS) relating to leisure
centre booking sheets, the hire and sale of equipment, member accounts and
payment details.
4. To process customer payments, either face-to-face or via the telephone, using
the LMS cash register and merchant card processing terminals.
5. To reconcile cash register monies, cheques, card payments and vending
machine income in order to complete the leisure centre's daily income
reconciliation sheet.
6. To make public and staff announcements via the leisure centre's public
address system (e.g. fire alarm testing) and to inform customers of any
emergency information (e.g. required evacuation of the building).
7. To communicate information to customers and to maintain excellent public
relations regarding queuing control, the non-blocking of fire exits and general
good housekeeping measures.
8. To communicate information to operational centre staff regarding changes in
customer activity requirements (e.g. more tables and chairs needed),
problems with vending/change machines and lockers, and first aid assistance.
This information may be communicated either face-to-face or via two-way
radio.
PERSON SPECIFICATION
ESSENTIAL
1. Good working knowledge of an integrated telephony system to ensure
customer enquiries received via this method are dealt with promptly by the
post holder or efficiently transferred to the appropriate officer.
2. Good awareness of the leisure industry and the services provided in a local
authority context.
3. Good working knowledge of financial procedures and the process of
reconciling daily income.
4. Good working knowledge of word processing, spreadsheets and email.
5. Excellent customer care skills.
6. Excellent inter-personal skills: tact and diplomacy are a pre-requisite for the
role.
7. The ability to handle telephone calls to debtors effectively and professionally.
8. Excellent verbal and written communication skills.
DESIRABLE
8. NVQ Level 2 or equivalent in Customer Service, ICT, Sport and Recreation or
Administration, with a commitment to working towards NVQ Level 3.
9. Good working knowledge of an electronic leisure management system
(including an on-line booking facility) to ensure customer bookings, payments
and personal details are processed accurately.
10. Good working knowledge of a web-based enquiry system and Customer
Relationship Manager database.
