Relief Customer Support

**Title**: Relief, CustomerSupport and Conference Associate

**Hourlyrate**:£10.50

**Responsibleto**: Senior Customer Support & Conference Officer

**Location**:YMCAWestern Gateway 38 Carters** **Green, West Bromwich B709LG.***

**Background**:
YMCA Black Country Group is agroup of YMCA charitable companies & associated trading subsidiaries (theAssociation) operating in the Black Country and South Staffordshire area. Thecharity employs around 250 staff across several sites, delivering a wide rangeof community services including support & advice, accommodation, familywork, health & well-being, training & education.

**Job Role**:
Working asa Relief Customer Support and Conference Associate, you will be motivated and enthusiastic. You will be responsible forproviding customer support for operations taking place from YMCA WesternGateway.

You willensure the smooth operation of conference hires along with signposting customersand dealing with queries relating to internal and external organisations. Outstandingorganisation skills, communication and interpersonal skills are essential.

You will supportthe Senior Customer Support and Conference Officer to achieve Western Gatewayskey priorities, and therefore, experiencein sales, accurate record keeping and data entry are vital to the role.

The post holder must be able torespect the Christian Ethos of the YMCA and uphold its values. A DBS clearancewill also be required.

**Duties andResponsibilities**
- To offer a consistent, high standard of service and assistance to customers and to maintain a presence that offers a courteous and attentive service.
- To be passionate about customer satisfaction and endeavour to create the perfect customer experience.
- Where appropriate meet and greet visitors and customers on arrival.
- Setting up conference areas, including setting up and packing down of rooms, catering assistance and helping with A/V, PowerPoint setup, and speaker preparation in presentation rooms.
- To be knowledgeable of all Western Gateway conference packages and catering offers and to up-sell to customers to maximise sales and income.
- To be knowledgeable of the YMCA YGym membership options for new potential gym sign ups and selling of memberships.
- To collate customer feedback on conference experience to ensure quality of service is maintained.
- Assist with conference catering when necessary.
- Maintaining the Western Gateway public areas and conference rooms working closely with YMCA BCG maintenance/ cleaning team reporting any concerns ensuring they look pristine and free from hazards at all times.
- Monitor and organise storage and cupboard space to be free from hazards and to ensure easy access.
- Dealing with enquiries and sign posting customers appropriately to internal YMCA Black Country Group departments and tenants/partners based from YMCA Western Gateway.
- Answer calls in a timely manner and correctly direct callers via our switchboard.
- Deal with compliments, comments and complaints in accordance with policy and procedure and in a professional manner.
- To complete all administration tasks relevant to the role.

15. Ensure that allgoods received are securely stored and forwarded to the relevant recipient.

16. Ensureproductivity is maximised through meticulous time keeping and efficiency.

17. Toutilise the central data system, taking cash payments ensuring that bookings andpayments are taken correctly and accurately processed.

18. Tomaintain records and statistics as directed by line management.

19. Tobe responsible for booking out and ensuring the return of material assetsbehind reception (e.g. Projector, PA system etc.)

20. Undertakeevening and weekend working as required.

21. Undertakeother general duties as appropriate to the post.

**General**

1. Ensure all work practice is inclusive,expressed through a wholehearted commitment to welcome those of all faiths andnone.

2. Operate within YMCA policies andprocedures, ensuring that the health & safety of clients, colleagues,carers and yourself is maintained at all times.

3. To assist in the promotion of YMCABC andjoint partnership arrangements with funders.

4. To have an understanding of, and commitmentto, the principles of equal opportunities.

5. To keep up to date with relevantprofessional practise.

6.
- Respect prayer and devotional times thatmay take place from time to time in YMCA gatherings and related activities.
- In addition to the job set out in this job description theworker may, from time to time, be required to undertake additional or otherduties as necessary within his or her capabilities and status to meet the needsof YMCA Black Country Group._

**Person Specification**

**Relief CustomerSupport and Conference Associate**

**Experience of**:
**Essential**

**Desirable**

Organising and supporting conference facilities ensuring smooth delivery and excellent customer satisfaction

P

Being a professional representative of the YMCA BCG providing high quality, front