Customer Services Advisor
1 month ago
Responsible to : Customer Services Manager
Location : National Tennis Centre, 100 Priory Lane, Roehampton, London SW15 5JQ
Salary : £24,000 per annum
Working pattern : Early shifts starting at 7am and running through to 3pm (Monday to Friday) Late shifts starting 1pm and running through to 9pm (Monday to Friday) Every 3rd weekend Customer Service Advisors work 8am to 4pm on rotation and have the Fridaybefore and the Monday after off
Benefits : Bonus, Pension, Life Assurance, Private Health Insurance, staff discounts, Cycle to Work scheme, free onsite gym, and use of
Tennis and Padel courts (Plus more)
About the role
Our clients vision is "Tennis Opened Up" and its mission is to make tennis Relevant, Accessible, Welcoming and Enjoyable.
The Customer Services Advisor will be responsible for delivering a positive 24/7 experience to all National Tennis Centre (NTC) users, being on hand to welcome Visitors and Colleagues, supporting queries and exceeding expectations by providing a tailored5* experience, promoting their vision and mission.
Key Accountabilities
NTC Utilisation
- Ensure presentation and cleanliness standards for Front of House are delivered to an exceptional standard
- Act in a way that promotes the Tennis Opened Up strategy, showcasing the NTC as a destination for tennis in the local community
- Promote the use of facilities and services, to ensure repeat visits and drive sales
- Be actively engaged with supporting the calendar of events, functions, and activities throughout the year
- Anticipate the needs of the team and all user groups to ensure exceptional service delivery
Customer Service
- Provide a truly exceptional customer service experience to all
- Provide 5* welcome, meet and greet service, actively engaging with visitors to encourage utilisation and repeat visits
- Act as a liaison at check in for all activities
- Resolve customer complaints and queries in a positive and timely manner, escalating issues when required
- Anticipate the needs of all visitors, going beyond the call of duty to establish exceptional service levels
- Be actively engaged with visitors, learning more about the people who visit, building engagement and connectivity with the community
General
- Ensure that maintenance and cleaning standards are delivered to an exceptional level, resolving and escalating lapses in standards as and when they arise
- Ensure day to day issues are dealt with, including daily recording of checklists and escalating problem areas as necessary
- Participate in activities across the NTC, including post room duties, stationery orders, mail, franking, printing
- Support the Customer Services Manager in participating in planning for any disaster management / crisis events always ensuring continuity of business operations, including fire evacuation drills and procedures
- Deliver procedures and standards for smooth effective operation of the NTC
- Work to a flexible rota and across varying shifts to understand and support the seasonal demands, inclusive of evenings and weekends, across a seven-day
Previous Experience of:
Demonstrable exceptional Customer Service / front of house delivery in a similar role
Essential
Problem solving; resolving customer complaints
Essential
Building relationships with colleagues and visitors alike
Essential
Knowledge, Training & Qualifications:
Customer Experience trained
Essential
Microsoft Office & internet skills
Essential
Their Culture
They also operate a flexible working environment where all colleagues can discuss their working needs with their manager or the People Team at any time.
To truly deliver their vision of "Tennis Opened up", they believe it is critical that them plays their part as a responsible organisation and event owner in addressing issues related to sustainability, working with everyone involved in tennis in Britainto protect and support the environment and tackle climate impacts. They are committed to ensuring a lasting future for tennis in Britain, and their Environmental Sustainability Plan sets out how they will do this.
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