Systems Development Officer Aura Leisure & Libraries Ltd.

Transcription

1 Job Title: Organisation: Reporting to: Systems evelopment Officer Aura Leisure & Libraries Ltd. Finance & Commercial Manager Main Purpose A career-graded post where the post holder will be the system administrator and technical expert for the leisure management system (Gladstone MRM Plus2). To take the leading role in developing the leisure management system and maximising the software s potential to improve customer services and the clients front-of-house and online experience. To support the leisure centres to maximise income through the provision of effective booking and payment options. To supervise customer service-focused colleagues responsible for operating the LMS and maintaining the consistency of its application within individual leisure centre sites; to be responsible for training and coaching customer services colleagues in the use of the LMS and leading by example in terms of the management and administration of the system. Main uties and Accountabilities Starting Grade (learning, operating, processing) 1. To familiarise him/herself with the Plus2 software via training delivered by Gladstone (software supplier) and through day-to-day operation and interrogation. 2. To assume responsibility for the operational management of the leisure management system to include supporting and coaching customer services colleagues to achieve high standards of customer satisfaction and consistency in the application of the LMS. 3. To be the system administrator for the LMS and the main link/point of contact between all system users, FCC Corporate IT and the software provider, Gladstone. To be responsible for system configuration (new products and subscriptions) and the identification and resolution of operational problems to ensure the smooth operation of all interfaces. To be responsible for reporting and following up all problems/work queries logged with Gladstone. 4. To be responsible for the ordering, control and replenishing of LMS-related stock. 5. To increase the number of products and subscriptions available online to customers. 6. To conduct system audits and analyses of where Aura is in relation to the LMS and to identify what its needs are and where it needs to be in the future. 7. To conduct periodic data cleansing and archiving via Gladstone s Management Console (GMC).

2 8. To produce sales, income and participation reports via Tableau reporting software. 9. To contribute to Plus2 integration with a new financial management system (a project led by the post s line manager, Finance & Commercial Manager). Main uties and Accountabilities Career Progression Grade (leading, setting future direction, coaching others, delivering improvements) 10. To move from system administrator to Team Leader. 11. To assume supervisory responsibility for the LMS Support Officers x 4 and to manage the daily prioritisation of LMS work tasks through delegation to these colleagues. 12. To be responsible for writing, monitoring and reviewing LMS standard operating procedures both for colleagues (when dealing with customers at point of sale) and clients (when making online bookings and payments); effectively, to produce an operator s manual. 13. To be the data controller for Plus2 ensuring GPR compliance. 14. To be the project manager and lead on the transition from Plus2 software to the updated version (360) or to an alternative supplier (and writing the contract specification and leading the tender process). 15. To deliver improvements via the LMS, for example, a demonstrable reduction in direct debit rejections; efficiencies from automation; increase in paperless procedures. 16. To work alongside Centre/Ice Rink evelopment Officers, Fitness Supervisors and Swimming Coordinators to ensure the LMS supports the development of business revenue growth areas (including identifying opportunities, planning, formulating packages to meet customer needs, and operational implementation) including (but not limited to): o bespoke customer packages, corporate packages, organisation of general bookings, online availability o Ice rink, fitness suites, swimming pools, 3G pitches, skate park, indoor bowling, sports halls 17. To be proactive and responsive to short notice requests for LMS configuration work to be completed in order to support marketing activities and live pricing campaigns aimed at maximising income from key business areas or breathing life into underperforming departments. 18. To be responsible for continuously reviewing the LMS product and subscription lists to ensure they are appropriate, fit for purpose and easy to use for all point of sale colleagues and customers (via website).

3 19. To improve knowledge and consistency in application of the LMS across the leisure centres through the training and coaching of colleagues either face-toface or via user guidance manuals. 20. To co-ordinate company-wide LMS training and coaching for all relevant leisure centre-based employees. 21. To continually strive to ensure the company is maximising the full potential of the LMS Plus2 software in terms of ease of use for colleagues and online availability for customers. 22. To work cooperatively as part of the Finance & Commercial Manager s team supporting the work of the Business Improvement & Performance Manager, Marketing & Communications Manager and leisure centre-based management teams. Area ssential / esirable Qualification - NVQ Level 4 or equivalent experience in Information Technology / Management Information Systems / System Administration Knowledge - High level of technical competence in the use of an integrated leisure management system (including an online booking facility) to ensure customer bookings, payments and personal details are processed accurately and configuration settings applied consistently; ability to accurately generate invoices from the system. - High level of technical competence in the use of reporting software in order to produce timely and accurate income and usage reports to inform daily reconciliation and customer/colleague queries. - xcellent knowledge of the telephony system to ensure customer enquiries received via Method of Assessment Application

4 this method are dealt with promptly or efficiently transferred to the appropriate colleague. - Understanding of company values and expected behaviours/competencies. xperience - xcellent awareness and knowledge of the Leisure service area. This includes leisure centres, sports development, GP Referral Scheme and children's play areas. A solid understanding of all activities across the company, together with the policies/procedures which govern them, will ensure an informed response is communicated to the customer. An excellent overview of the whole company also facilitates the cross-selling of activities. - emonstrable experience of Financial Procedures Rules and the process of reconciling daily income. - emonstrable experience of word processing (Word), spreadsheets (xcel) and (Outlook). - Appreciation of the importance of customer care/attention to assist customer sales and retention figures, together with income generation.

5 Skills - xcellent verbal and written communication skills. - Planning - be able to demonstrate effective business/developmental planning skills. - Able to positively lead and motivate teams to achieve high performance levels and promote cultural change. - Working smartly using effective planning, organising and prioritisation of work. - Customer Care - understanding and effective application of customer care skills to generate customer retention and income growth. - Change - understanding and adaptability to change and influence others during change; seek out and generate new ideas to enhance business needs.

6 The post holder must be able to demonstrate and evidence the use of, and commitment to developing, the following competencies within the role. COMPTNCY XPCTATION Customer First I meet customer needs by: - Building good relationships with customers and employees Implementing and encouraging others to implement, equality and diversity requirements Being flexible and adapting the service for individuals eveloping myself and my team to provide an effective customer focused service Responding to complaints openly Using feedback as an opportunity to improve Working Smarter I work smarter by: Setting clearly defined objectives in a SMART way Monitoring my performance against deadlines and milestones Testing and measuring all processes and systems regularly Upholding the ethics and values of the organisation Motivating, delegating and encouraging individuals Celebrating individual and team successes nsuring appropriate actions are carried out by others Using Business Plans to inform priorities ngaging others in suggesting improved work practices Working Together / I work effectively with others by: Partnerships Providing clear goals, objectives and accountabilities Recognising and valuing the contribution of others Recognising team efforts and celebrating successes mpowering others and making them feel valued Identifying opportunities for development ncouraging others to participate and take responsibility Taking into account the impact on other areas when making decisions Actively building positive relationships with colleagues across Aura Communication I communicate effectively by: Giving instructions clearly and checking understanding Keeping the right people informed, with the right level of detail Listening and encouraging ideas from others Giving and receiving constructive feedback, at appropriate times Using facts and evidence to inform feedback Change I embrace change by: - ncouraging the creation of ideas and contributing towards the change agenda

7 Leading and Managing Seeing change as an opportunity and encouraging others to do likewise Challenging the status quo Identifying and introducing improved ways of working Accepting responsibility for communicating the details and reasons for change I manage myself and others by: - Accepting accountability and managing poor performance against objectives Setting defined performance measures and work outcomes which are regularly monitored Taking responsibility for actions, projects and people Setting appropriate standards of behaviours and challenging inappropriate behaviour ncouraging the creation of safe and healthy working practices Acting ethically and in accordance with The Company values