Community Centre

4 months ago

St Albans, United Kingdom St Albans Cycle Hub Full time

Do you have a passion for delighting customers and providing an excellent customer experience? Are you a confident on a computer and ready to embrace the new and varied ways our customers like to interact with us? If you answered yes to these questions - read on - this could be your new role

The Centre Supervisor works front of house at the Cottonmill Community and Cycling Centre to ensure customers and visitors to the have the best possible experience at the Cottonmill Community and Cycling Centre.

Acting as the first point of contact you will guide and aid Visitors in the right direction, for example: Cafe Sales, Community centre hall bookings, the workshop and its services, scheduling some training for them, a retail sale or to simply provide information about guided rides and cycling in the local area.

The job holder will coordinate Centre and Cycle Hub activities such as Cafe operation, Community Centre bookings, training and support at Cycle Hub events, oversee the social space and ensure merchandise, marketing and cycle displays are tidy, replenished and effective.

Success in this role will be achieved through effective collaboration with the broader Cycle Hub team and adopting a proactive ‘continuous improvement’ approach to customer experience. As customer footfall and demand can be sporadic, the job holder will be required to continually assess demand, respond and direct other team members to ensure optimal customer experience at all times. Acting on customer and team feedback, the job holder will discuss and agree ‘even better if’ improvements with the team, drive the implementation of these and seek confirmation of success using feedback, data, and other success indicators available.

**Responsibilities and Duties**
- Meet and greet customers to the Cycle Hub, dealing with their enquiries and directing them to the appropriate area for their needs.
- Maintain the workshop and Community Centre booking systems, consulting with the workshop team to ensure that bookings are reflected accurately in the Lightspeed system, and that all customer contact is made effectively and accurately in respect to quotations, approvals, and bike collection.
- Scheduling of Cycle Hub activities, for example; coordinating training sessions for staff and volunteers; working with the Ride Coordinator to support participant enrolment to organised rides.
- Stock - Retail, Cafe and Workshop, the jobholder will coordinate and replenish stock for the retail areas and, where necessary, arrange stock orders at customers’ requests, consulting the Workshop team and seeking their advice where necessary. Stock orders will need checking in to the Lightspeed system for retail and workshop areas.
- Use social media platforms (Facebook and instagram mainly) to promote and share the brilliant customer experiences had and the delicious café offerings (where applicable).
- Build a great knowledge of the local area, cycling clubs and local ride options/routes as to encourage maximum ride participation and engagement with the Cycle Hub.

**Essential qualifications and experience**
- Experience in a front-of-house retail or customer-facing environment
- Experience in a cafe setting, with Food and beverage experience.
- Adept with computer systems, willing to embrace change and new approaches.
- Focussed under pressure and able to prioritise and manage customer and colleague expectations.
- Strong verbal and written communication skills, can handle customer payments and the till competently.
- Strong collaboration skills
- A love of Cycling is advantageous.

**Measures of success**
Success within the Customer Experience role will principally be measured by the following methods and outcomes.
- Demonstrating an unwavering commitment to brilliant customer experience with a continuous improvement outlook, evidenced through management observation and peer feedback.
- Evidence that customers are receiving excellent service, so much so that they’re compelled to write positive reviews and act as advocates for the centre. Similarly, evidence that instances of poor customer experience are dealt with appropriately and the right lessons shared with the team to reduce the likelihood of reoccurrence.
- Effective collaboration with team members and stakeholders, evidenced through management observation and peer feedback.
- Embracing and upholding the Cycle Hub values and core standards of conduct, acting as an ambassador for the Cycle Hub network in all instances.

Hiring for full and part-time roles in St Albans Cycle Hub.

Please indicate on your covering letter whether you're looking for ful-time or part-time work.

**Job Types**: Full-time, Part-time, Permanent
Part-time hours: 15-38 per week

**Salary**: £10.42 per hour

**Benefits**:

- Bereavement leave
- Employee discount
- Free parking
- On-site parking
- Store discount

Schedule:

- 8 hour shift
- Day shift
- Every weekend
- Monday to Friday
- Weekend availability
- Weekends on

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