Customer Advisor

The Council may retain a list of successful reserve candidates arising from this recruitment for any vacancies which may arise that are of the same grade and involve similar duties. Such a reserve list will be compiled and held for a period of 12 months from the date of interview.

JOB PURPOSE

Committing to the one-team ethos, you will be flexible and collaborative, actively supporting all colleagues and other activities necessary to deliver the service objectives.

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

• Meet and greet customers and potential customers (face-to-face in the Reception area, by phone, or through digital media) and provide them with the information and services needed to allow them to participate in their desired activity.
• Deal with all customer enquiries and concerns, escalating them to other team members as appropriate.
• Operate the Front of House software and maintain information databases.
• Process bookings, memberships, and transactions, including shop sales.
• Monitor entry and exit through the access control system.
• Process financial transactions, including all payments, cash handling, and reconciliations.
• Manage the Centre's digital and social media communications to maximize customer engagement.
• Organise customer information sources, such as leaflets and TV displays.
• Undertake centre tours.
• Promote and/or sell all products and activities within the Leisure Services portfolio.
• Remain fully conversant with all emergency procedures and take part, as trained and directed, in emergency situations.
• Assist the Administrative Assistant as required.
• Be flexible and collaborative, actively supporting all colleagues and other activities or processes that impact the performance of the Centre.
• 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 qualifications, including English Language and Mathematics.

Applicants must list all subjects, grades, and levels attained.

Experience

• One year's experience within a Customer Service environment, including each of the following:

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 effectively within a team.
• Ability to work on own initiative while following established procedures and guidelines.
• Understanding of health and safety requirements.
• Flexible approach to work demands.

Working Arrangements / Flexibility

Post 1: 15 hours per week between Monday and Sunday.

Post 2: 21 hours per week between Monday and Friday.

(Please see sample rota below.)

Evening working will be required due to the operational hours of the Centre. The post holder will be required to work outside normal hours, including public holidays, evenings, and weekends, to meet the needs of the Service.