The University of Nottingham ROLE PROFILE FORM

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1 The University of Nottingham ROLE PROFILE FORM JOB TITLE: SCHOOL / DEPARTMENT: CUSTOMER SERVICE MANAGER UNIVERSITY OF NOTTINGHAM SPORT JOB FAMILY & LEVEL: APM 3 HOURS OF WORK: CONTRACT LOCATION: REPORTING TO: HRS/ WEEK PERMANENT UNIVERSITY OF NOTTINGHAM ASSISTANT DIRECTOR OF SPORT (OPERATIONS) PURPOSE OF THE ROLE: The post holder will manage the day to day operations in relation to the Front of house reception service; creating and embedding a culture of excellence; provide training and mentoring to staff teams, ensuring a high degree of awareness of sports department programmes and maximising sales opportunities; create and implement front of house systems and procedures to ensure a consistently high quality service delivery at all times; Researching and reacting to customer needs and preferences and maximising customer satisfaction. Support the delivery of the Vision for Sport to deliver an outstanding student sporting offer within a sector leading facility, and establish the University as the first choice for students wishing to combine a top quality education with an outstanding sporting experience. Main Responsibilities Main Responsibilities i.e. What is done. To what / for whom. With what outcome, or result. 1. Staff Management and Training To manage and motivate the Front of House Teams, promoting and embedding a culture of excellence, directing work programmes and ensuring efficient and effective service delivery. To manage and monitor staffing levels of the David Ross Sports Village team, planning and preparing shift rotas as required; acting as receptionist on occasion to ensure required levels of cover are maintained. Liaise with Sports Facility Managers at the Sutton Bonington and Jubilee Campuses to establish key areas of support in relation to service delivery, customer interaction and staff training The creation, planning and delivery of staff training programmes, including all necessary induction and refresher training and maintaining records in accordance with departmental procedures. To ensure levels of sickness and absence, are recorded, addressing issues arising in accordance with University Policy, liaising with the David Ross Sports Village Manager where required. 1

2 To carry out performance appraisal of staff where required Ensure all reception staff understand and work to support our business goals and are clear about their own role and purpose in helping us to achieve those goals. To Liaise with UoN Sport and University of Nottingham colleagues where appropriate to ensure a high degree of awareness within the front of house teams relating to complimentary services and create a seamless and integrated service delivery. 2. Customer Service Maintain a high degree of visibility front of house, proactively managing and developing service delivery, embedding and delivering a culture of service excellence. Assist with the development of quality management systems and front of house procedures for the department; identify and develop relevant service measures and metrics; planning and co-ordination of required performance and quality audits, collating scores in accordance with agreed Key Performance Indicators, reporting and acting on findings to ensure all required standards are met To plan and co-ordinate the programme of service testing and customer feedback, with respect to customer suggestions, mystery calls and visits; understanding and improving the customer journey; liaising with colleagues in the Students Union with respect to utilisation of student mystery shoppers; Collecting, collating and publicising results to staff and customers. To manage the processes relating to customer enquiries, suggestions and complaints received via the departmental enquiry inbox, or via telephone and face to face interaction; achieving and reporting on key performance indicators with respect to timing, resolution and quality of response; engender and embedding a culture of first time resolution of issues, empowering the front of house teams via regular training and mentoring Continually review best practice and innovation in customer service from other sectors and organisations to enable effective bench marking, service assessment performance improvement. 3. Sales Ensure all front of house staff pro-actively promote University Of Nottingham Sport services and products, with particular focus on sales of memberships, sports and activity courses and retail goods; Creating and assessing key performance indicators in liaison with the Senior Management Team To liaise with the Senior Management Team as required with respect to direct support for membership sales campaigns to internal and external customers. 4. Systems & Processes Operational To support the Sports Centre Managers with the effective communication of all relevant procedures and policies, for example NOP s and EAP s and Front of House procedures, ensuring staff are able to demonstrate a high degree of awareness and competence at all times. To manage the Departmental front of house telephone system across all reception areas ensuring efficient, effective and customer centred processes are in place; making suggestions for upgrade and improvement; manage and co-ordinate automated voic with respect to greetings, and key service 2

3 information, for example, opening and closing times; manage and return key performance indicators with respect to system use by front of house staff. Operate the Departmental IT leisure management software system with respect to current and advance bookings of events and activities, utilising information to ensure planning of appropriate staffing resources and maintaining excellent levels of service delivery. To demonstrate a clear knowledge of all booking activity, schedules, courses, prices, memberships, offers and other relevant information and know where to direct enquiries to when appropriate. To remain up to date with key web site messaging relating to opening and closing times, upcoming events and promotions, making suggestions for change in advance where appropriate. To ensure customer entry and admission in accordance with University Of Nottingham Sport Policy, recording attendances and verifying member status at appropriate times Financial To ensure robust and transparent systems are in place with respect to handling and recording of cash transactions, reconciliation, storage and banking; liaising with Sports Centre Managers, the University Of Nottingham Audit and Finance Departments where required to ensure compliance and best practice. To undertake appropriate administrative duties when required, for example, raising of orders, stock checking and receipting of goods received To assist David Ross Sports Village manager with the operation of the retail service with respect to stock management procedures, and maintenance of stock levels. 5. Departmental support To exhibit a flexible approach to work, providing a presence within the sports facilities outside of normal office hours and in accordance with programme needs when required. To act as Duty Manager for the David Ross Sports Village when required, for example, in cases of unplanned absence, large events or annual leave. To assist with the delivery of marketing campaigns, ensuring awareness and implementation from sports centre staff and helping to develop the UoN sport brand. To be present for departmental and University wide events, for example, freshers fair, open days and the alumni sports weekend, offering support and guidance and assisting delivery where required. To undertake any other duties as requested in relation to this post, including reception shift cover when needed if requested. Knowledge & Skills Please give details of any specific knowledge, skills or training that are essential in order to carry out your role. Qualifications/ Education Essential Evidence of basic literacy and numeracy i.e. GCSE Maths and English C Grade Knowledge of working within a Desirable First aid qualification or willingness to work towards gaining such a qualification 3

4 sport and leisure environment Knowledge of leisure management IT systems Skills / Training / Knowledge Ability to recruit, engage, lead and manage a team of staff effectively Excellent communication skills, both written and verbal Ability to work both independently and as part of a team. Problem solving skills. Ability to establish and maintain effective working relationships with organisations and/or individuals. Ability to meet deadlines and prioritise work effectively Ability to maintain a positive attitude in the face of unexpected and stressful situations Excellent telephone manner A high level of accuracy and attention to detail Evidential Web content management Relevant certification with respect to human resource management, eg CIPD foundation certificate Experience Other Experience of working in a customer focused environment Experience of delivering training and mentoring to staff Computer literate, with a working knowledge of Microsoft Office suite and social media. Experience of managing budgets Experience of gathering, analysing and presenting data and reports Clerical and administrative experience including cash handling Experience of a sales, retail or equivalent environment Enthusiastic and dynamic person with a passion for people management and customer service Flexible and creative approach Excellent communication skills Experience operating in an HE sports environment Knowledge and understanding of university sport structures. An enthusiasm for sport and physical activity 4

5 Excellent customer service skills Ability to work effectively with and motivate staff Demonstrable focus on quality and excellence Willingness to work shift patterns Personable Self motivated. Team Player Scope of the Role The post holder will effectively manage the front of house service on a day to day basis, and therefore is largely focussed on quality service delivery, providing a safe environment, staff management and development. The post holder will report to the David Ross Sports Village Manager. Hours of work are 36¼ per week. Candidates will need to flexible in their approach to their working hours noting that the operational hours are between 5.30am and 11 pm seven days a week. Post holders may be occasionally asked to work outside of normal working hours, for some events and essential building maintenance. Primary role functions relate to the general operational management of the front of house service Post holders may be required to operate from any one of the sports sites. Post holders will be required to conform to the department s uniform regulations, including wearing Personal Protective Equipment, where necessary and whenever advised to do so.. 5