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Customer Service Advisor

2 weeks ago

Leeds, United Kingdom Leeds City Council Full time

Job Title: Customer Services Advisor (Health Programmes)

Hours: 37 hours a week

Grade: B1 *GBP*24,480 - *GBP*25,183

Contract Type: Funded until 31st March 2026

An opportunity has arisen for the position of Customer Service Advisor within the Active Leeds Health Programmes Team. We aim to recruit an enthusiastic and motivated individual to support people to access Active Leeds Health Programmes. Working closely with Adults and Health providers, the team delivers several community programmes providing physical activity, exercise & healthy lifestyle advice.

Purpose of the Job will be:

- Supporting referrals to access funded health and wellbeing programmes.
- Support the Active Leeds Health Programmes Team by collating and processing information about referrals.
- Support with the monitoring and evaluation of the programmes.
- Deal with enquiries and booking for the Health Programmes Team.

Duties include:

- Ensure the first impression the customer receives is welcoming and reflects the high standards of the service.
- Act as a first point of reference for customers, directing them to appropriate sources of help and information.
- Support customers in using self-service systems (where applicable) including raising awareness of activity booking and membership joining procedures as well as other online resources.
- Use the various management systems for: bookings, member joining, course enrolments, payments, debt management and sales enquires, to provide an effective Active Leeds service.
- Proactively handle & book appointments for the facilities team across all the Centres, building a great relationship with the facilities team to ensure the transition between appointment booking & centre tour/activity is easy & seamless for the prospective member.
- membership packages. Record customers'
- comments, compliments, and complaints to assist in identifying gaps in provision, barriers to taking up memberships, and issues with the facilities.

Skills include:

- Excellent interpersonal and communication skills, including face to face, telephone, web and social media.
- Excellent customer service skills.
- Ability to support referrals to access Active Leeds programmes or activities.
- Good ICT and keyboard skills.
- Ability to relate to people and all different age ranges.
- Being able to work as part of a team.

You should possess:
Work experience should include working with a wide range of customers, use of IT, specifically Microsoft Office and the Internet, familiarity of working with various IT management systems or working in a contact centre environment.

To applyÂ

Please provide your CV and a supporting statement.

**Read our guidance**

Â

'¯Â

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through theÂ

**Skilled Worker visa**

'¯route before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least *GBP*38,700 per year or meet one of the other eligibility criteria. Ensure you are eligible before applying.Â

**Job Purpose**

As the first point of contact, the primary responsibility of this job is to provide excellent service to customers who are attempting to contact the service. The job holder will engage with customers, respond to their queries and provide information regarding the Active Leeds offer.'

The role is vital in achieving a high quality and truly integrated service by promoting the image of Active Leeds in a positive way and fully supporting the customer.'The job holder will maintain a polite and professional manner at all times and will work to Active Leeds values.'

**Responsibilities for Grade**

Ensure the first impression the customer receives is welcoming and reflects the high standards of the service.'

Act as a first point of reference for customers, directing them to appropriate sources of help and information.'Support customers in using self-service systems (where applicable) including raising awareness of activity booking and membership joining procedures as well as other online resources.'Carry out operational and administration procedures and processes associated with Customer Sales Hub services.'Undertake Customer Hub duties including handling membership queries; taking bookings and payment; responding to queries; responding to sales leads; and resolving disputes with customers; referring to the Customer Service Supervisor as appropriate.'Use the various management systems for: bookings, member joining, course enrolments, payments, debt management and sales enquires, to provide an effective Active Leeds service.'
- membership packages. Record customers' comments, compliments and complaints to assist in identifying gaps in provision, barriers to taking up memberships, and issues with the facilities.'Prepare reports by collecting and analysing customer information'
-. Participate in the Active Leeds learning and development programme and undergo