Customer Service Assistant

Applications are invited for the above permanent, part-time post (18.13 hours per week) working in Bangor University’s Campus Services department.

You will be part of a busy team providing a front of house service to all visitors, University students and staff.

You will have experience of providing excellent customer service as well as good IT and administration skills. You will work well in a team and have good interpersonal and communication skills as well as the ability to work on your own initiative.

Due to the nature of the role, flexibility is required due to some evening and weekend work.

The ability to communicate in Welsh is essential for this post.

Committed to Equal Opportunities

Purpose of the Job

To provide a customer focused front of house service to all University visitors, students and staff.

Main

**Responsibilities**:

- Provide a warm welcome to all visitors, staff and students, offering a customer focused service both via face-to-face and telephone interactions, through the medium of Welsh and English.
- Deal with all enquiries and provide relevant information, where appropriate directing these communications to the correct department/ staff member.
- Make decisions about requests, complaints and emergencies. Exercise judgement in taking appropriate action, where necessary elevating issues to a supervisor/ manager.
- Develop an understanding of all front of house services in the University (Brailsford, Pontio, Main Arts) in order to provide cover in any location.
- Be responsible for using a range of specialist booking systems and to provide support to new staff enabling them to use these systems effectively.
- Capturing customer information in accordance with the Data Protection Act.
- Be responsible for taking payments, making customer refunds and daily cashing up/ preparing banking.
- Collect and collate customer feedback as requested by managers.
- Where appropriate, seek opportunities to upsell and cross sell products and services.
- Make suggestions on how services could be improved for both the internal and external customer.
- When required assist with the setup of events and brief volunteers.
- Provide a reception service and support for conferences and large events.
- Carry out any other duties as required by the line manager that are commensurate with the grade.

Other

**Responsibilities**:

- The post holder will be expected to participate in performance review and developmental activities.
- The post holder will be expected to comply with the University equal opportunities policies, Dignity at Work and Study Policy and the University’s Welsh Language Scheme.
- The post holder has a general and legal duty of care in relation to health, safety and wellbeing and must take all reasonable steps to ensure a safe and healthy working environment for him/herself and for other members of staff, students and visitors affected by his/her actions or inactions. The post holder is also required to comply with all applicable health and safety policies, procedures and risk assessments.
- The post holder must comply with relevant legal and financial policies and procedures and be aware of their responsibilities in terms of the legal requirements of their posts.

Person Specification

Qualifications/Training

Essential

Desirable
- First Aid qualification.

Experience/Knowledge

Essential
- Experience of working in a busy reception, box office or call centre office environment.

Desirable
- Experience of working within an Arts Centre or Higher Education environment.
- Experience of working with box office systems/ software.

Skills / Abilities

Essential
- Excellent customer care skills.
- High quality communication and interpersonal skills, and the ability to communicate effectively both verbally and in writing.
- Ability to develop effective relationships with colleagues and customers.
- Ability to work effectively as part of a team.
- Excellent organizational skills and ability to handle a varied and sometimes heavy workload.
- Ability to input data accurately and pay attention to detail.
- Ability to work independently and work on own initiative.
- Due to the nature of the role, flexibility is required due to some evening and weekend work.

Desirable
- Experience of selling over the phone and face-to-face.

General

We are a member of Advance HE's Athena SWAN Gender Equality charter and hold a Bronze award in recognition of our commitment to and progress towards gender equality within the University's policies, practices, and culture. We are proud to be a Disability Confident employer.

All members of staff have a duty to ensure their actions are in line with the overall environmental aims of the University and minimise their environmental impact.