JOB DESCRIPTION. Customer Service Assistant temporary from June to September

Transcription

1 JOB DESCRIPTION Job Title Job Reference Number Customer Service Assistant temporary from June to September L1837 Closing Date Wednesday 6 June 2018 Interview Date Tuesday 12 June 2018 Location Pay Band Hours of Work Accountable To Accountable For Special Conditions Hollingworth Lake Adventure and Water Activity Centre Band 2, 15,107-16,418 (pro rata if part time) 22 hours per week alternate weekends April September inclusive, worked in accordance with service requirements Community Facility Manager N/a The post-holder is expected to be highly flexible to ensure that the needs of the business are met at all times and evening and weekend working will be required as directed by the service. PURPOSE AND OBJECTIVES OF THE JOB The purpose of the job is to provide a professional, efficient and high quality service to customers of the Centre. This includes greeting customers and directing them to the appropriate service they require, being responsible for cash collection and reconciliation, promoting other services offered and ensuring up to date and accurate information is available at all times. PRINCIPAL DUTIES AND RESPONSIBILITIES a) Control of cash point, operation of computerised cash register including operation of various payment systems, issuing of receipts, checking use of various passes, recording receipt numbers on booking sheets; b) Answering calls and dealing with enquiries; c) Dealing with enquiries from customers and potential customers, offering information and advice regarding services provided and making referrals other services; d) Promoting use of various services including being involved in special promotions. e) Maintaining all promotional material racks and notice boards. Issuing of promotional material to customers, issuing and receiving customer surveys. Ensuring notice boards are accurate and up to date; Page 1 of 5

2 f) Issuing and selling of equipment Stock control and weekly stock reconciliation; g) Maintaining and updating database information systems as required; h) Recording of lost property and customer valuables and administering care of valuables system; i) Maintaining the reception area and surroundings to a standard which promotes an efficient administration system and a high standard of customer care. Safety and control of customers in accordance with the Code of Conduct and other relevant guidelines, policies and procedures as provided, to prevent injury, misuse and damage to facilities within the reception area, including and reacting to CCTV system; j) Compiling registers of block bookings, including obtaining signatures from the control of billing and keeping system in order; k) Taking bookings for swimming lessons, compiling register of courses, administering courses to ensure customers and coaches are aware of changes and achieving maximum usage via reserve lists; l) Advising customers about Passport to Leisure scheme, receiving and processing applications and issuing passes; m) Operating registered user system; n) Carrying out clerical duties e.g., listings from completion as necessary; o) To undertake other such duties and responsibilities of an equivalent nature as may be determined by Line Manager including providing cover as necessary in the absence of staff; p) Maintaining uniform in a smart manner. SECONDARY DUTIES AND RESPONSIBILITIES a) Data Quality - To ensure that Link4Life policy and procedures in respect of Data Quality are adhered to consistently and at all times in respect of any data collected or used in the planning and delivery of services. b) Equality & Diversity - To work in accordance with Link4Life policy and procedures relating to the promotion of equality and diversity and to ensure that these are effectively and pro-actively applied in the delivery of all facilities and services. c) Health, Safety and Welfare - To be responsible for the health, safety, and welfare of self and other persons who may be affected by job holder s actions or omissions whilst at work. Additionally, be responsible for maintaining and implementing the requirements of the Health and Safety at Work Act and for the execution of any duties and responsibilities attached to the job within the company s health and safety policy and Page 2 of 5

3 procedures. A high standard of personal hygiene and personal presentation is required at all times. d) Performance Management - To promote and practice a performance management culture within all facilities and services, including the setting and achieving of team and individual performance targets and the implementation of robust monitoring, evaluation and reporting systems. e) Relationships - To promote positive working relationships with all internal and external parties. f) Training and Development - To participate in any training initiatives in relation to the duties of the post and ensure that personal qualifications are kept valid via attendance on training as provided by the service as reasonably practicable. Page 3 of 5

4 PERSON SPECIFICATION Job Title Job Reference Number Customer Service Assistant L1837 Note to Applicants The criteria are the qualifications, experience, skills or knowledge you must show you have to be considered for the job. The criteria are used to help decide between candidates who meet all the criteria. If the column says you must include in your application information to show how you meet the criteria using examples from paid/voluntary work or Education. Qualifications and Experience Previous experience of working in a reception area or customer facing role Previous experience of dealing with customers Educated to Level 2 or equivalent in Customer Care or similar Hold First Aid at Work Certificate or demonstrate commitment and ability to achieve within 3-6 months Skills and Knowledge Friendly, outgoing person who likes to work with different clients Ability to follow laid down procedures, work under pressure and without constant supervision Knowledge of computerised leisure booking and management systems Ability to work within a team with common objectives. Good level of numeracy / literacy skills Ability to handle and reconcile cash Knowledge of stock control procedures Excellent communication; both oral and written and excellent interpersonal skills / / Page 4 of 5

5 Skills and Knowledge Excellent IT skills (Word, Excel, Outlook) Excellent time management skills Knowledge of XN till systems Experience in maintaining service records Experience of equipment maintenance pertaining to an Outdoor Activity Centre / Special Working Conditions Able to work flexibly including weekends, evenings and Bank Holidays Demonstrate commitment to Link4Life Values of PRIDE / High standards of personal presentation and appearance Interview Full UK driving licence with D1 and E categories Post Holder Name Post Holder Signature Date Version: March 2018 Completed By: Head of Sport and Leisure Page 5 of 5