Customer Service and Sales Advisor

**JOB DESCRIPTION**

**POST DETAILS**

Job Title: Customer Service and Sales Advisor

Directly Responsible To: Customer Service Manager

Directly Responsible For: Delivering exceptional front-of-house service by greeting visitors, managing enquiries, sales, and ensuring a welcoming environment.

Hours of Duty: 36 hours/week. Normal working hours are 8.30am - 5.30pm 4 and half days a week, worked on a rota basis covering 7 days. A job share will be considered.

**PRIMARY PURPOSE AND SCOPE OF JOB**:
The primary function is to provide a first-class reception service with exceptional customer care for every visit or contact, while also actively selling and supporting revenue generation through facility income streams.

**WORKING RELATIONSHIPS**

This position is at the hub of the centre and a central point of communication for customers and staff.

Supported by the Customer Service Manager, they will work within the busy environment of the front of house. Liaising with centre staff from all departments, all of our customers and the general public.

**MAIN AREAS OF RESPONSIBILITY**:
To provide excellent customer services, responding knowledgeably to all enquiries. Take pride in being a first class ‘go to’ point for customers, the public and staff. This is a customer focused position which includes face-to-face communication and exceptional telephone manners. Be able to resolve problems that arise in a professional and calm manner.

Liaise closely with the Duty Instructor and other instructors on providing initial guidance and information to customers. Re-directing queries promptly and coordinating feedback on customer enquiries.
- To process all revenue through the front of house systems accurately to include recording and reporting all facilities use and other income generation.
- Undertake administrative and sales tasks as directed in support of the Customer Service Manager.
- Undertake the sale of accommodation via use of third-party websites, working closely with the various personnel required to ensure we fully maximize additional income opportunities.
- Undertake ad hoc project work as required and commensurate with role, but in particular with a view to customer service, sales, and the central day-to-day operation of the centre.
- To be an effective member of the Customer Service team, playing a proactive role in ensuring the day-to-day running of the company is robust, compliant, and effective, with opportunities for improvement regularly considered and discussed with the Customer Service Manager.
- Attending meetings appropriate to the role, ensuring the professional representation of the charity.
- Advice on queries relating to course enquiries and manage bookings.
- Provide cover during holiday and sickness, within the boundaries of knowledge and capability.
- At times assist the other Business Administration departments in finance and bookings as additional administrative assistance.

**General responsibilities**:

- Develop the Company’s commitment to equal opportunities and promote non-discriminatory practices in all aspects of work undertaken.
- Stay flexible and adaptable to any additional demand as confirmed and available to work different hours including weekends/evenings as required.
- Continually review own performance and development needs with the Customer Service Manager, jointly setting targets for change and continuous improvement to enhance business performance and personal effectiveness. This may include a requirement to undertake additional training and / or personal development.

**What’s in it for you**
- Staff discounts on outdoor clothing, equipment, and kit
- Free use of on-site sporting facilities (gym, climbing wall, pump track, and more)
- Staff discounts on food and drink, plus free lunch when working
- Access to free or discounted training courses
- Staff accommodation discounts
- Free on-site parking
- Wellbeing benefits, including discounted physio, Employee Assistance Programme (EAP), and Life Assurance

All applicants must have the right to work in the UK. Proof of eligibility will be required during the recruitment process.

We are a Disability Confident Employer. If you require any reasonable adjustments - please let us know.

**Person Specification**

This post requires an outstanding, well-organised individual with excellent customer service and administration skills. The postholder will be comfortable with operating in a dynamic and ever-changing working environment.

Experience working within a Customer Service environment with a proven track record in delivering excellent customer services.

Essential

Level 2 NVQ Customer service or equivalent

Desirable

Strives to deliver service excellence, and has a strong value add, customer service work ethos

Essential

A background in effectively handling a wide range of customer enquiries, including those that require complex resource planning and creative solutions.

Essential

Experience in hotel/holiday/leisure centre