Job Details
Purpose of Job:
To deliver a first-class customer service and membership/ administration support in order to facilitate a quality customer experience.
Main responsibilities:
To ensure that the front of house customer service puts the customers’ needs first to ensure that all customer contact is positive and solution focused. Carry out administrative work for the centre and other venues. Duties may include (but are not limited to); Assist in ordering stock, risk assessments, basic marketing of the facility and activities, customer contact, communication and insight, and collating data for performance reports.
Receive enquiries, answer questions, provide information on and access to a range of services to provide a responsive front-line service for customers. Service to include advising customers on the range of activities and services available within Governance and Communities such as, but not exclusively Libraries and Active Lifestyles Leisure Centres, including membership packages and items for resale. Process correctly customer bookings and sales in accordance with North Lincolnshire Council procedures and the General Data Protection Regulations (GDPR) 2018. Undertake cash handling and reconciliations in accordance with the Council’s Finance Manual and any other agreed financial procedures
Act as the public face of the local authority in order to promote the community hub offer and to exchange, share and deliver information, in a timely and efficient manner in order to improve the lives of residents of North Lincolnshire. Assist in training new Customer Service Advisors to ensure high customer service levels are maintained. Ensure efficient and effective operation of the customer service desk including telephone systems, door watch systems and monitoring and controlling entry to the centre.
At integrated service sites deliver specific services in line with approved service standards e.g. Deliver core Library and Active Community services, including, but not limited to, bookings and payments, assisting customers to borrow and return library stock, use public access computers and printing services, and use self-service library facilities, course and product information and signposting where appropriate. There may be a requirement for opening and closing of buildings, disarming and setting of alarm systems.
Take activity bookings, assist customers with their choices and offer alternative options by upselling and cross selling of facilities. To actively sell a wide range of activities, products and memberships.
Knowledge, skills and experience:
Minimum Level 2 or equivalent Qualification in Maths and English or a commitment to work towards. Experience of working in a busy customer / sales environment. Ability to sell products and services. Basic knowledge of sales techniques. Experience of cash handling. Ability to process debit/credit card transactions. Ability to use computerised booking systems. Ability to set-up new direct debits. Experience of delivering high standards of customer care. Good numeric and literacy skills. Proactive approach to dealing with customers. Ability to work in a team environment. Knowledge of Data Protection and GDPR. Ability to assist in training new team members. Required to work flexible hours which will include early morning, evening, weekend and Bank Holiday working.
HOURS PER WEEK 37
PAY PER HOUR £11.99 Umbrella
