Customer Service Assistant

7 days ago

Bangor, United Kingdom Bangor University Full time

Bangor University is seeking a full time permanent Customer Service Assistant to join the team at the Canolfan Brailsford Sports Centre.

Customer service staff have a key role in the day-to-day smooth running of the Sports Centre and deal with a range of face-to-face and telephone enquiries.

The post holder will have 4 GCSE's grade A* - D (or equivalent) preferably including Welsh, English and Maths and will ideally have some experience in customer focussed environment (retail, hospitality or similar) and be familiar with working in a busy Reception.

The ability to utilise a computerized Point of Sale (POS) is an essential part of the role.


An interest in or previous experience in the Sport and Leisure sector would be an advantage, but is not essential as full training will be given.

Based in the Canolfan Brailsford Sports Centre, the team of five Customer Service Assistants report to the Customer service manager.

The standard working week will be on an as and when required basis, working 5 days out of 7 in any one week to support business needs, this will include evening and weekend shifts.

Accurate cash handling, integrity and a willingness to help customers is essential to the role.

The incumbent should expect to be deployed across all University front of house areas.

The ability to speak Welsh confidently to carry out certain tasks is essential for this post e.g. speaking to staff and students, answering phone calls, dealing with urgent enquiries in Welsh.

Applications will also be considered to carry out this role on a part-time or job share basis.

Committed to Equal Opportunities

Purpose of the Job


To assist with the safe and efficient running of all the reception areas at Sports & Leisure facilities with specific responsibilities for customer service at Canolfan Brailsford reception including other reception areas within the university.

Main

Responsibilities:

  • Provide a warm welcome to all visitors, staff and students, offering a customer focused service both via facetoface and telephone interactions, through the medium of Welsh and English.
  • Deal with all enquiries and provide relevant information, where appropriate directing these communications to the correct department/ staff member.
  • Make decisions about requests, complaints and emergencies.
  • Exercise judgement in taking appropriate action, where necessary elevating issues to a supervisor/ manager.
  • Develop an understanding of all Front of House services in the University (Brailsford, Pontio, Main Arts) in order to provide cover in any location.
  • Be responsible for using a range of specialist booking systems and to provide support to new staff enabling them to use these systems effectively.
  • Capturing customer information in accordance with the Data Protection Act.
  • Be responsible for taking payments, making customer refunds and daily cashing up/ preparing banking.
  • Collect and collate customer feedback as requested by managers.
  • Where appropriate, seek opportunities to upsell and cross sell products and services.
  • Make suggestions on how services could be improved for both the internal and external customer.
  • When required assist with the setup of events and brief volunteers.
  • Provide a reception service and support for conferences and large events.
  • Carry out any other duties as required by the line manager that are commensurate with the grade.
Other

Responsibilities:

  • The post holder will be expected to participate in performance review and developmental activities.
  • The post holder will be expected to comply with the University equal opportunities policies, Dignity at Work and Study Policy and the University's Welsh Language Policy and the Welsh Language Standards.
  • The post holder has a general and legal duty of care in relation to health, safety and wellbeing and must take all reasonable steps to ensure a safe and healthy working environment for him/her self and for other members of staff, students and visitors affected by his/her actions or inactions.
  • The post holder is also required to comply with all applicable health and safety policies, procedures and risk assessments.
  • The post holder must comply with relevant legal and financial policies and procedures and be aware of their responsibilities in terms of the legal requirements of their posts.
Person Specification

  • Qualifications/Training _
  • Essential 4 GCSE's grade A
  • D or above or equivalent preferably including Welsh, English and Maths
  • Experience/Knowledge _


 Essential
  • Experience of working in a customer led environment with experience of being the first point of contact.
  • Excellent organisational skills.
  • Ability to prioritise and work under pressure.
  • Skills/Abilities _


 Essential
  • Excellent communication skills.
  • Excellent customer care practices.
  • Accuracy and attention to detail, particularly when working to tight deadlines.
  • Ability to work on own initiative as well as part of a team.
  • Personal Qualities _
  • Es

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