Casual Customer Service Assistants

Salary: Scale 1 (SCP 5) - £13.45 per hour (increments may apply) Wages will be paid on a monthly basis.

Key Purpose of the Post

The post holder will act as the first point of contact for members of the public seeking to access Leisure services. He/she will, as part of a team, ensure that services are convenient, accessible, and delivered to the highest possible standards of customer service. The post holder will strive to ensure customer service standards are met and that a wide range of enquiries and transactions are dealt with at the first point of contact within Leisure Services. The post holder will be required to maintain an up-to-date knowledge of Leisure Services and functions and ensure the relay of accurate and up-to-date information to members of the public.

Duties and ResponsibilitiesCustomer Service and Administration

• Deal with a wide range of Leisure enquiries within the customer service environment as the first point of contact via telephone, letter/email, face-to-face, and other communication methods.
• Take bookings and payments for the use of facilities and services within the centre, adhering to all cash handling procedures. Reconcile monies including the security of cash, cheques, vouchers, credit and debit cards, petty cash, etc. Check all data against daily records, including unpaid accounts.
• Prepare daily, weekly, and monthly statistics, record all stock, and complete end-of-year reports. Record inventory when required.
• Assist with producing marketing leaflets, booklets, and web-based marketing materials.
• Demonstrate a team approach to achieving the objectives of the administration team through flexibility in relation to tasks undertaken.
• Process memberships and associated administration. Carry out general administration duties including filing, archiving, and photocopying.
• Adhere to the Council's Customer Service Standards by:
• Provide information and services to internal and external customers using appropriate electronic systems, databases, and other information sources.
• Take responsibility for recording initial customer contact and obtaining all information necessary to process or resolve queries in accordance with GDPR regulations, aiming to resolve the majority of customer contacts without referring customers to other staff or departments.
• Aim to exceed customer expectations by effectively managing the customer care process, interpreting customer queries and problems, and providing appropriate solutions.
• Support the creation, development, and maintenance of the Customer Relationship Management system.
• Liaise with other Council departments and public services and signpost customers where necessary.
• Be willing to learn new systems and adopt a flexible approach to support the delivery of new services and improvements.
• Demonstrate a culture of openness and accessibility of Council services through all customer interactions.
• Promote Council initiatives and ensure customer views and ideas are fed back into the management information system.
• Continuously develop knowledge and skills relating to Council and other public services to improve service delivery.
• Undertake the role of nominated person (Requisitioner) for collating and ordering stationery in accordance with the Stationery Ordering Procedure at the Townhall and Connect Centre Enniskillen.
• Undertake associated administrative work as directed, including preparing reports, supporting projects, analysing questionnaires, compiling statistics, and producing reports arising from customer contacts while making optimum use of Information Technology.
• Proactively contact customers in a structured manner to gather customer information, including satisfaction with service provision, and analyse and report on findings.
• Enhance and develop services offered to customers through assistance with bookings relating to Council services.
• Improve and broaden the scope of services provided both internally and externally.
• Be an active member of the team by participating in meetings and contributing ideas, suggestions, and feedback to the Team Leader.
• Participate in Council projects as required, including changing processes and procedures, service improvement initiatives, and customer satisfaction surveys.
• Undertake any other duties of a similar nature, including administrative duties related to this post, as required from time to time.

Health and Safety

• Ensure adherence to all Health and Safety policies and procedures and comply with normal operating procedures and emergency action plans.
• Adhere to FODC Safeguarding Policies and Procedures.
• Undertake any other duties of a similar nature, including administrative duties related to this post, as required from time to time.

General

• Ensure full compliance with all Health and Safety at Work legislation in accordance with the Council's Health and Safety at Work Policy and associated procedures and guidance, while promoting high standards of Health and Safety performance.
• Comply with all Council policies and procedures, including the Employee Code of Conduct and the Employee and Councillor Working Relationship Protocol.
• Promote the Council's Equal Opportunities policies and avoid all forms of discrimination as both an employer and service provider.
• Implement and adhere to all Financial and Procurement policies and procedures.
• Undertake the duties of the post in a manner that enhances and promotes the positive image of Fermanagh and Omagh District Council.

The post holder will be expected to be flexible and adaptable to meet the changing needs and requirements of the organisation. The above list should not be regarded as exhaustive, and the post holder will be expected to undertake other relevant duties as required.

Essential Criteria

• NVQ Level III in Customer Services/Administration or an equivalent relevant qualification and one year's relevant experience.

OR

• In the absence of the above qualification, two years' relevant experience.

Relevant experience must include evidence of:

• Delivering excellent customer service by responding effectively to a range of customer enquiries.
• Communicating effectively with a range of stakeholders.
• Ability to promote a positive image of the Council.