Conditions of service: NJC Conditions apply
Reports to: Customer Service Supervisor
Responsible for: None
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.
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 payments; 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 inquiries to provide an effective Active Leeds service.
Proactively handle and book appointments for the facilities team across all of the Centres, building a great relationship with the facilities team to ensure the transition between appointment booking and centre tour/activity is easy and seamless for the prospective member.
To deal effectively with all incoming enquiries, including telephone, email, social media, and web, for the Active Leeds Service.
Handle cash and financial transactions, adhering to the Leeds City Council systems and procedures, and conduct banking procedures in line with audit requirements.
Have knowledge and insight of the whole Active Leeds offer in order to actively engage in the promotion and upselling of Active Leeds’s 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 relevant training to ensure appropriate skills and knowledge of the organisation are up to date.
Abide by Active Leeds’s policies and processes to assist the organisation in maintaining a reputation of quality and integrity. This includes observing the General Data Protection Regulations (GDPR), promoting equality and diversity, and adhering to Active Leeds’s Code of Conduct.
Remain flexible in regard to work patterns to meet the needs of the service, including evening, weekend, and Bank Holiday working and changes to timetables.
Actively contribute to a safe environment for staff and members of the public, undertaking Health and Safety checks as necessary and follow reporting procedures.
Notwithstanding the detail in this job description, undertake additional duties that are reasonably commensurate with the responsibilities of this post.
Essential requirements: It is essential that the candidate should be able to demonstrate the following criteria for the post. Candidates will only be shortlisted for interview if they can demonstrate that they meet all the essential requirements.
* Excellent interpersonal and communication skills, including face to face, telephone, web, and social media.
* Ability to sell memberships from generated leads.
* Good ICT and keyboard skills.
* Ability to relate to people of all different age ranges.
* Ability to work as part of a team.
* Ability to be adaptable and flexible to different working environments.
* Ability to work with various management systems.
* Ability to accurately capture and record information.
* Ability to work to challenging targets.
* A good general standard of education.
* Experience of working with a wide range of customers.
* Experience in the use of IT, specifically Microsoft Office and the Internet.
* Familiarity with working with various management systems.
* Professional in approach and appearance.
* Flexible approach to working including evenings and weekend work.
* An interest in health and wellbeing.
* Demonstrate commitment to a culture of continuous improvement.
* Demonstrate commitment to achieving excellence in customer care.
Essential Behavioural & other Characteristics:
* Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth, and Zero Carbon.
* Able to understand and observe Leeds City Council equality and diversity policies.
* Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
* Willingness to actively participate in training and development activities.
* Flexible and adaptable to change to assist other services as required commensurate to grade.
* Participate in appraisal, training, and development activities.
* Be aware of and comply with Leeds City Council policies and procedures.
* Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding equality & diversity policies of Leeds City Council.
* Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person.
* The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.
Desirable requirements: It is desirable that the candidate should be able to demonstrate the following criteria for the post. Candidates are not required to meet all the desirable requirements; however, these may be used to distinguish between candidates.
* NVQ Level 2 in Customer Service.
* Experience of working in a contact centre environment.
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