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Full-time. permanent position, 36.5 hours per week. Rotating shift pattern.

This is a fantastic opportunity to work within our vibrant and friendly Warwick Sport team.

Our reception team are responsible for providing excellent levels of customer service, supporting the operations team, and enabling customers to enjoy sports and physical activity across all Warwick Sports facilities. The role also requires building our customer and membership base, whilst providing a safe and clean environment for customers. We are looking for someone with a can-do attitude and an eye for detail, going above and beyond customer expectations every time.

There are a wide range of training opportunities available throughout the University to develop your skills.

The University has invested in excess of £45 million in new sport facilities to include a Sport and Wellness Hub which opened in April 2019. The Warwick Sport mission is: Building the most active Campus Community in the UK. We have recognised a shift in our focus from the physical ‘building’ of sports facilities towards the building of a member offer, of activities, communities, and programmes to ensure our world class facilities and wider campus are used to see more people active every day. It is the role of the reception team to help provide a customer experience that keeps people coming back again and again.

There is a rota system in place with a combination of early mornings, evenings, weekends, and bank holiday/closure days which is on a rolling 3-week rota. This is to support our opening hours of Monday – Friday 6am – 11pm and Sat/Sun 7am – 8pm.

To find out more or arrange an informal conversation about the role, please contact: Olly Boyle, Customer Experience Manager ([email protected]).

Interview Date: 19 May 2023.

Job Description

JOB PURPOSE

To provide an efficient, knowledgeable, and professional first point of contact and reception service to all customers visiting our facilities. Based at the University of Warwick you will be working across Warwick sports’ wide range of extensive and premium sport facilities.

DUTIES AND RESPONSIBILITIES

1. Mission, Vision & Values

Our Mission: Building the most active Campus Community in the UK

You are to support Warwick Sport in the delivery of our mission, vision, and objectives. Maintaining growth, innovation and ultimately providing customer excellence are central to our progress.

Our values and behaviours guide our operation and influence the experience for customers as well as providing the bedrock for the achievement of our four goals:

o Customer Excellence,
o Inspire Movement,
o Invest in Health,
o Build Communities.

Your work will significantly contribute to the student experience, as well as supporting University staff and members of our local community to be physically active.

2. Quality Systems and Processes

Responsible for start and closure of business activity and events in all sports facilities.

Responsible for overseeing day-to-day administration for all reception areas and ensuring key communications are passed on and understood.

Creating and implementing processes to ensure effective communication of relevant information to other team members.

Alongside the Head of Operations, Assistant Operations Managers and Sports operations assistants, be responsible for and promote high quality provision of Health & Safety management throughout the department to ensure the safety of customers.

Supervision of day-to-day bookings and booking systems in accordance with the procedures in place for the Gladstone management and reporting system.

Take part in regular event meetings with the Sales and Events team to ensure information is up to date to ensure customer needs are met.

Ensure customer feedback and complaints are dealt with in accordance with agreed procedures.

3. Finance and Budget

To be responsible for till reconciliation and ensuring that banking procedures are correctly applied.

Responsible for stock control, ordering and overseeing deliveries in line with university procurement policies.

Responsible for setting up Direct Debits and handling card payments at all sports facility reception areas.

Support sales team with membership growth providing initial lead generation and membership sales.

4. Customer Experience

Maintain exceptional working relationships with all customers and event clients
Create and maintain customer records, account details and membership requirements.

Maintain and develop a customer focused working relationship with the cleaning team to ensure sports facilities and buildings are kept to a high standard of cleanliness and in good, safe condition, planning ahead on a daily/weekly basis for special events where appropriate.

To undertake any other relevant duties that may from time to time be instructed and/or required by the Head of Operations, Operations Manager and Assistant Operations Managers or representatives appropriate to the scope and responsibilities of the post.

Provide administrative and clerical support to the Warwick Sport team, creating notices, using databases, photocopying, responding to emails, etc.

Creating and implementing processes to ensure effective communication of relevant information to other team members.

Dealing with day to day, email, telephone, and face to face enquiries.

Provide professional, high level customer service to a diverse clientele.
Operate and administer the computerised booking system and display screens.

Provide detailed and accurate information whether in print or on websites and be knowledgeable about products and services available.

Other appropriate duties as required to support Warwick Sport relevant to the grade.