Customer Advisor

Salary: Scale 4 SCP 9-13 £26,409- £28,163 per annum pro rata. Irregular hours allowance or weekend enhancement may be earned.

As a Customer Advisor, you will deliver an excellent customer experience. You will engage positively with customers, understanding and meeting their needs as appropriate.

MAIN DUTIES AND RESPONSIBILITIES 1. Meet and greet customers/potential customers (face to face in the Reception area, by phone, or by digital media) and provide them with the information and services needed to allow them to participate in their desired activity. 2. Deal with all customer enquiries and concerns, escalating to other team members as appropriate. 3. Operate the Front of House software and maintain information databases. 4. Process bookings, memberships and transactions, including shop sales. 5. Monitor entry/exit through the access control system. 6. Process financial transactions, including all payments, cash-handling and reconciliations. 7. Manage the Centre’s digital and social media communications in order to maximize customer engagement. 8. Organise customer information sources e.g. leaflets and TV displays. 9. Undertake centre tours. 10. Promote and/or sell all products and activities within the Leisure Services portfolio. 11. Remain fully conversant with all emergency procedures and take part, as trained and directed in emergency situations. 12. Assist the Administrative Assistant, as required. 13. Be flexible and collaborative and actively support all colleagues and other activities or processes which impact on the performance of the Centre. 14. Undertake any other relevant duties that may be required and are commensurate with the nature and grade of the post.

Qualifications and training • 5 GCSEs (Grades A-C) or equivalent/comparable including English and Mathematics.

Experience

• One year’s experience within a Customer Service environment to include each of the following: ▪ Cash-handling and reconciliation; ▪ Dealing with the public both face-to face and by telephone; ▪ Use of Microsoft applications including Work, Excel. Outlook and Access.

Key skills, knowledge and attributes • Excellent oral and written communication skills; • Ability to achieve positive results through influencing skills; • Ability to handle sensitive or difficult situations appropriately; • Ability to work within a team; • Ability to work on own initiative but within established procedures and guidelines. • Understanding of health and safety requirements. • Flexible approach to work demands.

Working Arrangements/ Flexibility 23 hours per week. The post holder will be required to work outside normal hours including Bank Holidays, evenings and weekends.