Leisure Attendant On-call
MAIN PURPOSE OF JOB
Responsible for carrying out duties in all areas of Leisure to ensure a high quality service is provided to all customers.
To provide a safe, clean and presentable environment for customers.
PRINCIPAL RESPONSIBILITIES
Supervise activities and assist customers throughout the leisure centre to ensure their safe and enjoyable use of the facilities and involvement in activities (includes all internal and external activity and non-activity areas).
Provide a reactive service to respond to and assist with the following in an efficient, effective manner ensuring that all details are recorded accurately:
Emergency situations and evacuations
Incidents and accidents
Attend regular staff training/meetings as required.
Carry out set ups, recovering of equipment, assisting customers in all the leisure centre’s internal and external activity areas, including special events.
Ensure hygiene is maintained throughout the centre by regular cleaning, using appropriate equipment and chemicals, and completing the relevant documentation.
Complete all necessary documentation pertaining to the post such as safety checklists, customer comments, and accident and incident reports, keeping the line manager informed of any findings.
Proactively report and record all faults and hazards to line manager immediately.
Actively participate in the achievements of quality accreditations such as QUEST and centre seasonal programmes/events.
Meet and greet customers when appropriate, and assist in centre security by patrolling assigned areas and supervising customers in use of facilities.
Receive/distribute stock and undertake regular checks on equipment/chemicals, ensuring proper storage and maintenance, reporting any faults to the line manager. Assist in the restocking of vending machines where required.
Actively promote events, facilities and leisure membership for Antrim and Newtownabbey Borough Leisure to potential and existing customers. Contribute to membership campaigns/schemes/offers by:
Conducting customer tours of facilities
Providing information on membership packages
Cover reception area as and when required.
Assist with end of evening lock up procedure, safe opening procedure for the leisure centre, and carry out safety checks for activity areas.
The principal responsibilities listed above are an indicator of the main aspects of the role as opposed to representing a definitive list.
GENERAL RESPONSIBILITIES
Demonstrate a team approach to achieving the objectives of the Section through full flexibility in relation to tasks undertaken.
Provide a high level of internal and external customer service including taking ownership of customer queries and complaints and following issues through to completion.
Continuously develop personal knowledge and skills to enhance internal and external customer service.
Comply with, and ensure that other staff comply with, Council’s policies and procedures including those relating to health, safety, wellbeing and safeguarding.
Promote equality and diversity across all service areas through clear leadership, effective policy implementation and demonstrating appropriate behaviours in line with Council values.
Carry out any other relevant duties which may be assigned including working in other sections of the Department and Council.
QUALIFICATIONS
No specific qualifications
EXPERIENCE
Minimum 6 months’ experience of working with the public in a customer service environment
KEY SKILLS & ABILITIES
Commitment to the provision of a high quality public service
Enjoy working as part of a team
CORE COMPETENCIES Customer Focus • Establishes the needs of customers and strives to ensure these are met • Builds partnerships for mutual benefit • Instils high customer service in others and drives team to think of customer impact • Challenges poor customer service or lack of awareness in others • Handles complaints positively – listens to the customer’s concerns without defensiveness or self-justification, shows concern, takes steps to remedy and follow up
Essential Service Excellence • Seeks to continually improve services and processes that impact on customers • Focuses on the achievement of objectives and plans ahead to ensure goals are achieved in terms of excellence in service delivery
• Seeks out and uses customer feedback to ensure customer needs are met and exceeded • Instils service excellence in others and drives team to improve service
Essential Teamwork • Establishes effective working relationships with people at all levels through communication, consultation and interpersonal skills • Demonstrates ability to quickly resolve conflict • Works collaboratively with other teams and agencies both internal and external to the Council • Adapts style and approach to achieve effective outcomes
Essential Communicating with Impact • Demonstrates persuasive communication skills and confidence in conveying information internally and externally • Responds and behaves positively and demonstrates resilience in communication • Demonstrates effective communication skills, both orally and in writing • Actively listens and uses a variety of methods to convey messages clearly and succinctly
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