Customer Service Assistants

Main Purpose of Job To assist in the delivery of a high quality visitor experience. Provide a customer focused service and act as the first point of contact for service users.

Main Duties and Responsibilities There are four key areas of work: • Front-of-house customer care • Sales & administration • Visitor Servicing • Assisting with events and activities

Front of House Customer Care • Provide a meet and greet function for users of the facility • General housekeeping and maintaining a high standard of appearance • Monitoring of the facility

Sales • Operate point of sale, box office and venue management computerised systems, undertake financial transactions. • Maximising the income to the facility through effective sales

Visitor Services • Offer advice and information to visitors and tourists • Record and respond to all enquires including those made in person, by telephone, in writing and via email • Provide appropriate information, literature, advice and guidance to the Fermanagh and Omagh District council area and Northern Ireland as a visitor destination

Assisting with Events and Activities • Set up rooms and resources for activities, conferences and meetings both in the facility and at external locations and venues • Stewarding and supporting the delivery of events • Assisting in the delivery of classes and workshops

Other Duties • Carry out research/data capture in accordance with Service requirements • Other activities relevant to the range of services provided at the facility and within Fermanagh and Omagh District Council.

General • To comply with all the Council’s policies and procedures including the Employee Code of Conduct and the Employee and Councillor Working Relationship Protocol, and as Manager, ensure that all employees comply with same. • To promote the Council’s equal opportunities policies and avoid all forms of discrimination as an employer and a service provider. • To implement all Financial and Procurement policies and procedures. • To comply with employee responsibility in relation to all records held, created or used as part of the Council’s business. All records, paper or electronic, are public records and accessible by the general public, with limited exceptions, under the Freedom of Information Act 2000, the Environment Regulations 2004 and the Data Protection Act 1998. • To undertake the duties of the post at all times in a manner that enhances and promotes the positive image of Fermanagh and Omagh District Council • The postholder will be expected to be flexible and adaptable to meet the changing needs and requirements of the organisation. The above list should not be seen as an exhaustive list of duties, and the postholder will be expected to undertake other relevant duties, as required. Essential Criteria

• A minimum of 12 months’ experience working directly with members of the public in a customer service environment.
• Competence in the use of Information Technology e.g. internet, email, Microsoft, Word, and excel.
• Excellent Customer Service Skills

Desirable Criteria

• A minimum of 24 months’ experience working directly with members of the public in a customer service environment

Hours of Work: Casual; as and when required.

Salary: Scale 3; SCP 6; £12.38 per hour. The postholder will be paid monthly into their bank/building society account. Employment of People with Convictions. The Councils policy on Employment of People with Convictions; and A Code of Practice is available to all applicants to download under “related documents”. A criminal record will not necessarily be a bar to obtaining a position. Fermanagh and Omagh District Council complies fully with AccessNI’s Code of Practice regarding the correct handling, use, storage retention and disposal of Disclosure Applications and Disclosure information. We also comply fully with our obligations under the General Data Protection Regulation (GDPR) and other relevant legislation pertaining to the safe handling, storage, retention and disposal of Disclosure information. Access NI Code of Practice can be obtained from www.accessni.gov.uk. Once the retention period has elapsed, the HR service will ensure that any disclosure information is immediately destroyed by secure means. AccessNI have published a Privacy Notice on the Department of Justice website which can be found at https://www.justice-ni.gov.uk/publications/ani-privacy

General Multiple positions available. A reserve list may be created from which further appointments may be made at the Marble Arch Caves. The appointment will be subject to: a) Satisfactory references from two referees (one of which should be from the present or previous employer). b) The terms and conditions of employment of Fermanagh and Omagh District Council. c) A satisfactory standard of attendance, conduct and performance in carrying out the duties of the post. d) The satisfactory completion of a probationary period of six months and an interim probationary period of three months. e) A satisfactory receipt of a Basic Access NI Disclosure Certificate. f) The terms of the Northern Ireland Local Government Pension Scheme. g) The production of evidence of educational and/or professional qualifications as listedon the Application Form. h) A medical report by the Council’s Medical Examiner which confirms fitness for employment in the position.