Customer Advisor

Salary: Scale 4 SCP 9-13 £27,254 - £29,064 per annum pro rata for part time staff (Full time equivalent is based on 37 hours per week). Shift allowance and / or weekend enhancement may be earned.

Hours: 22.75 hours per week on a rota basis.

This rota may be subject to change. The post holder will be required to work outside normal hours including public holidays, evenings and weekends to facilitate the needs of the service.

JOB PURPOSE:

Committing to the one team ethos, you will be flexible and collaborative, and you will actively support 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 / 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.

Deal with all customer enquiries and concerns, escalating to other team members as appropriate.

Open and close park gates and buildings as required.

Respond to incidents and emergencies. Liaise with relevant staff, and if required emergency services, to achieve a resolution and ensure all relevant health & safety procedures are followed. Administer first aid if required and trained.

Operate the front of house software and maintain information databases.

Process bookings, memberships, and transactions, including shop sales.

Monitor entry / exit through the access control system.

Process financial transactions, including all payments, cash handling, and reconciliations. Prepare lodgments for the receipt of monies for sales and services, ensuring correct cost code is allocated to each transaction, before forwarding to the bank.

Using the Council’s financial system, raise invoices for debtors for supply of goods and services. Raise purchase orders, mark goods received and process all invoices in line with the Council’s financial regulations, procurement, and other relevant policies / procedures.

Manage the facilities digital and social media communications in order to maximise customer engagement.

Organise customer information sources e.g., leaflets and TV displays.

Undertake facility 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 and actively support all colleagues and other activities or processes which impact on the performance of the facility.

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 Language 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 Word and Excel.

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.

Driving

Access to a form of transport in order to meet the requirements of the post.

Working Arrangements / Flexibility

22.75 hours per week, see rota attached.

Weekend, evening and early morning working will be required, given the operational hours of the centre. The post holder will also be required to work public holidays and additional hours as required, to facilitate the needs of the service.