Customer Service Assistant

Location:

Dungannon Leisure Centre

(May be required on occasions to work in another leisure facility/location outside your substantial work area within Mid Ulster to meet the needs of the service )

Hours:

Average of 12.5 hrs per week

Part-time as stipulated on rota

attached - includes Bank Holidays & evening work on a rota basis

The council may retain a list of reserve candidates arising from this recruitment campaign, for any vacancies which may arise which are the same or similar and are of an equal grade of pay. Such a reserve list will be compiled and held for a period of 12 months

Purpose and Function of Post

·     As part of the Leisure Services team contribute to the provision of a quality, safe, customer-focused, value for money service and assist facility users in a pleasant, purposeful and professional manner.

·     As the first point of contact for facility user’s duties will include providing information, collecting admission fees and payments, dealing with customer enquires in person, by telephone or email and associated administrative duties.

Principal Duties and Tasks Performed:

1.     Receive all visitors; deal with telephone enquiries and information requests in a courteous and efficient manner ensuring a high level of customer care. Provide general information on a diverse range of Council services and act as the first point of contact for customer enquiries and complaints in such a manner to enhance the professional image of Council.

2.     Maintain high standards of Health & Safety, including the protection of children and vulnerable adults, through alert supervision and the application of Council policies & procedures. Implement the Emergency Action Plan when required.

3.     Monitor and control members of the public, staff and contractors entering and leaving the building including monitoring CCTV and access control systems.

4.     Operate a telephone switchboard, staff radio communications system, computerised and manual management/ customer booking systems.

5.     Process customer bookings for all leisure activities and programmes.

6.     Responsible for the receipt, recording, distribution, security and delivery of all mail in accordance with Council procedures.

7.     Ensure all promotional information and advertising material is relevant and up-to-date and that the reception area is well organised and tidy at all times.

8.     Statistical recording of customer usage, enquiries and general financial information associated to service.

9.     Perform word processing, filing and general administration duties as required for leisure facility and programmes.

10. Operate cash tills, receipting payments, issuing tickets and retail sales, reconcile monies received and maintain related records and associated paperwork.

11. Act as central point of for contractors and delivery personnel, ensuring relevant documents are completed. Liaise with staff to ensure high standard of customer facing service.

12. Assist with regular stock checks of consumables, literature and products for sale, replenish stock levels as required and prepare orders and reports as necessary.

13. Log lost property reports and record items of found property ensuring regular checks are carried out and were applicable ensure property is returned.

14. Undertake and attend training as required.

15. Carry out light cleaning duties were appropriate.

16. To carry out other duties relevant to the post as may be reasonably assigned.

17. The post holder may be required to work at other facilities within the Mid Ulster area.

18. Comply with MUDC Health & Safety policy and Codes of Practice and adhere to all Equal Opportunities policies and promote a positive approach to equality and diversity within the workplace. Act in accordance with the code of conduct for local government employees.

Please note: This job description is a broad picture of the post at the date of preparation. It is not an exhaustive list of all possible duties as it is recognised that jobs change and evolve over time. The post holder will be required to carry out any other duties up to and including the grade for the position offered as necessary to fulfil the purpose and function of the post.

Person Specification

1.0 Essential Qualifications and Experience:

·       A minimum of 5 GCSE’s (Grades A-C) or equivalent including English Language and a numeracy based subject;

AND

1.1           Applicants must demonstrate specific and personal examples of having at least 1 year’s relevant experience in the following areas:

a)    Working in a customer service environment, which must include operation of a busy switchboard;

b)    Proficiency in the use of IT systems, including a working knowledge of Microsoft Word, Excel and Database;

c)     Cash Handling.

In addition to the standard pre-employment checks, this position will also be subject to receipt of a satisfactory Basic Access (NI) check.

2.0 COMPETENCIES

In accordance with the Competency Framework for Local Government1, applicants for this post must demonstrate the following competencies at frontline level:

2.1 Providing Leadership and Direction

Managing Performance -Sets clear, aligned, high standard performance goals and objectives for self, others and the organisation.

2.2 Managing Ourselves

Managing your Own Work – plans, structures and priorities own work to achieve optimum results.

Communicating with Impact – presents a positive image by communicating effectively, being resilient and treating people fairly.

2.3 Working with Others

Influencing Outcomes – adapts style and approach to achieve effective outcome.

Meeting Customer Needs – establishes the needs of customers and strive to ensure that these are met.

2.4 Moving Forward

Continuously Improving Services – seeks to continually improve the services and processes that impact on users.