Customer Advisor

2 weeks ago

Flint, Flintshire, United Kingdom Aura Leisure and Libraries Full time

Job Title:
Customer Advisor

Organisation:
Aura Wales

Reporting to:
Duty Supervisor

MAIN PURPOSE/REASON FOR THE JOB
The post holder will work as part of the Leisure Services' Customer Services Team,

which operates seven-days-a-week (including daytimes, evenings and weekends),

delivering a first class, professional service using a range of communication methods

to ensure that, where possible, customer enquiries, requests for service, payments

and complaints are resolved or actioned promptly at the first point of contact.

The post holder will meet, greet, advise and serve customers visiting the leisure

centres and is required to ensure consistency when inputting data into the Leisure

Management System and when providing verbal/written information to customers.

The post holder is required to greet customers in a pleasant and friendly manner and

to provide an efficient and knowledgeable service to centre users.

MAIN DUTIES & RESPONSIBILITIES

  • To receive, assess and resolve or action enquiries/requests from customers,
schools & sports clubs for service either face-to-face or via telephone to

ensure Leisure Services meets corporate service standards.

  • To provide a comprehensive Leisure information service advising customers
on the price and availability of facilities, the most appropriate membership

options, current policies and procedures, and raising public awareness of

'what's on offer' through the pro-active cross-selling of service-wide activities

and events.

  • To input data into the Leisure Management System (LMS) relating to leisure
centre booking sheets, the hire and sale of equipment, member accounts and

payment details.

  • To process customer payments, either face-to-face or via the telephone, using
the LMS cash register and merchant card processing terminals.

  • To reconcile cash register monies, cheques, card payments and vending
machine income in order to complete the leisure centre's daily income

reconciliation sheet.

  • To make public and staff announcements via the leisure centre's public
address system (e.g. fire alarm testing) and to inform customers of any

emergency information (e.g. required evacuation of the building).

  • To communicate information to customers and to maintain excellent public
relations regarding queuing control, the non-blocking of fire exits and general

good housekeeping measures.

  • To communicate information to operational centre staff regarding changes in
customer activity requirements (e.g. more tables and chairs needed),

problems with vending/change machines and lockers, and first aid assistance.

This information may be communicated either face-to-face or via two-way

radio.

ORGANISATIONAL STRUCTURE
Chief Executive

Leisure
Development

Manager

Leisure
Operations
Manager

Duty
Supervisor

Customer
Advisor

KNOWLEDGE AND SKILLS

Essential / Method of

Area

Desirable Assessment
Qualification

  • NVQ Level 2 or equivalent in
Customer Service, ICT, Sport
and Recreation or D Application
Administration, with a
commitment to working towards
NVQ Level - Knowledge
  • Good working knowledge of
an

integrated telephony system to
ensure customer enquiries
received via this method are E Application / Interview
dealt with promptly by the post
holder or efficiently transferred
to the appropriate officer.

  • Good awareness of the leisure
industry and the services E Application / Interview

provided in a social business

context.

  • Good working knowledge of
financial procedures and the E Application / Interview

process of reconciling daily

income.

  • Good working knowledge of
word processing, spreadsheets E Application / Interview

  • Good working knowledge of
an

electronic leisure management

system (including an on-line

booking facility) to ensure D Application / Interview

customer bookings, payments

and personal details are

processed accurately.

  • Skills
  • Excellent customer care skills. E Application / Interview
  • Excellent interpersonal skills:
tact and diplomacy are a pre

  • E Application / Interview
requisite for the role.

  • The ability to handle telephone
calls to debtors effectively and E Application / Interview
professionally.

  • Excellent verbal and written E Application / Interview
communication skills.

  • Other
  • Knowledge of, and empathy
with, the Welsh Language and E Application / Interview
culture.

The post holder must be able to demonstrate and evidence the use of, and

commitment to developing, the following competencies within the role.

Enthusiastic

  • I am polite, helpful and friendly by smiling, making eye contact and using positive
body language

  • I display passion and commitment in the products and services I offer and provide
to our customers

  • I have energy, motivation and passion for what I do
  • I treat customers and colleagues with fairness, dignity, respect and inclusivity

Enjoyable

  • I care about my colleagues and our customers
  • I take pride in

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