Customer Service Advisor

5 months ago

Leeds, United Kingdom University of Leeds Full time

**Customer Service Advisor, Sport and Physical Activity, Facilities Directorate**

Are you customer focused and dedicated to providing an excellent service? Do you have excellent organisation skills with the ability to plan and prioritise work effectively?

As the main point of contact for customers, you will be responsible for providing an efficient and helpful service at our fitness and sport complex at the University of Leeds. The University has invested £1.2M to expand ‘The Edge’ sports facility and provides state of the art fitness and class equipment, offering a range of classes and aquatics activities and 25 metre 8 lane swimming pool.

Working as part of our customer service team, you will be responsible for providing a range of information to customers, advising on available membership options, taking bookings, handling cash and providing assistance to the sales team when required. You will also assist to monitor the use of the facilities and contribute to the general operation of the service.

Working alongside the operational teams, our customer advisors play a key role in emergency situations, guiding customers when necessary, out of the facility, and being the point of contact for emergency services.

You will have experience of working in a customer focused reception environment with a commitment to providing exceptional customer service. You will have excellent verbal and written communication skills, with the ability to develop effective relationships. With excellent planning, organising and prioritising skills, you will have the ability to work under pressure during challenging situations and resolve a variety of problems.

You will be required to work on a shift-based system, which includes the requirement for you to work early mornings, evenings, weekends, University closure days and bank holidays. You will be primarily based at one of our designated sports facilities, however, will be required to work at any of our sports facilities when required. Some of these facilities may include lone working or acting as key holder/supervisor from time to time.

What does the role entail?

As a Customer service advisor your main duties will include:

- Delivering an excellent customer service by providing a professional and positive welcome to customers and by adhering to our service standards and values;
- Working with colleagues to continually improve and develop our services, contributing ideas in team meetings and taking forward any relevant actions;
- Performing a full range of reception duties, including answering the telephone, using own initiative to deal with enquiries seeking further information as required and taking bookings through the Leisure Management systems.
- Money handling, including processing payments in person and over the phone, cashing up and associated monitoring forms, and depositing card payments securely.
- Monitoring membership status and access to the facilities.
- Monitoring attendance for bookings and completing other associated reporting of data.
- Acting as first point of contact for the reporting of first aid, health & safety incidents, escalating when necessary to Operational managers.
- Being involved in the organisation of events (sport, leisure or otherwise) held at the facilities, including setting up equipment.
- Promoting our various activities, products & membership packages to all customers, using guidance from supporting teams such as sales, fitness and aquatics.
- Supporting staff, students and external visitors with a varied range of queries, providing assistance, advice and guidance in line with University procedures;
- Always keeping the reception area clean and presentable.
- Working in line with the departments standard operating procedures including those for emergency situations.
- Working within and ensuring adherence to both the University’s and Sport and Physical Activity’s Health and Safety and Equality and Diversity policies.
- Being involved in the induction & training of new staff across the service.

These duties provide a framework for the role and should not be regarded as a definitive list. Other reasonable duties may be required consistent with the grade of the post.

What will you bring to the role?

As a Customer service advisor you will have:

- Experience of working in a customer-facing environment and a commitment to customer care.
- Have the ability to work effectively under pressure with speed and accuracy during challenging situations, giving attention to detail whilst meeting service and performance standards.
- Excellent verbal and written communication skills, with the ability to communicate with a diverse range of customers and to develop effective working relationships.
- A high level of accuracy and attention to detail;
- Proven numeracy and literacy skills;
- An ability to work on your own initiative as well as in a team and across departments;
- Flexibility, with an ability to work weekends, evenings, bank hol

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