Main Purpose of the Job
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The post holders primary responsibility is to ensure that all our customers receive a high standard of customer care, to take responsibility for the efficient and effective management of the customer service department and to increase both our direct debit and pay as you go customers.
Main Activities of the Job
Provide a first class customer care service to our customers and visitors.
To ensure that our financial regulations are complied with and staffing levels remain within budget.
To ensure all customer services staff are competent to carry out their emergency procedure roles.
To implement and deliver HDST policies and procedures.
To provide advice and guidance on all issues relating to customer services.
Constant evaluation of current practices, policies and procedures with a view to continuous improvement.
Monitor and deliver regular management information and ad hoc reports.
Management of staff reporting to this position and to attend meetings as required.
Management of shifts, absence and associated admin within customer services.
Management of recruitment and induction, ensuring a pro-active approach.
Carry out appraisal interviews/one-to-ones, as required.
Management and training of day to day employee development, highlighting any training requirements to the HR Manager.
Ensure that all staff training achieves the aims and objectives of the business.
To ensure guest registration forms are completed for all enquiries/appointments.
To ensure all customers and visitors are given a warm welcome on arrival, given the information they need and are in possession of a valid ticket or membership card.
To provide accurate information on Leisurezone events and facilities to customers.
To take bookings via the computerised system.
To handle cash, ensuring that receipts are issued.
To answer the telephone both internally and externally ensuring the calls are dealt with in a polite, helpful and professional manner.
Ensure that all reception areas are kept clean, clear and tidy at all times.
To assist with mail shots ensuring deadlines are met.
To operate the PA system and use two way radios.
To undertake general administrative duties such as photocopying, filing, data input and making up information packs.
Control entry and exit turnstiles appropriately.
Run an effective lost property system.
Produce the CS/Sales rotas and arrange cover in accordance with the agreed master rota staffing levels.
Keep diary, flip folders and memo folder up to date.
Order customer services stationery.
Write in response to customer complaint letters in accordance with our procedure.
Monitor misuse of membership cards and issue letters to customers as required.
Additional Specific Tasks Main Reception
Effective administration of all junior coaching and adult courses, inductions, goal settings and related paperwork.
Ensure customers are aware of the Health & Safety regulations regarding the use of the Spa area and have signed an authorisation form.
To ensure all telephone calls are answered promptly.
To sell sales goods and monitor/order stock to maintain levels.
General
This job outline is a representation of duties and responsibilities expected of the post.It is neither static nor exhaustive, and is liable to variation to reflect any future changes in HDST requirements.
The post holder is required to
1. Undertake any reasonable duty at any location as required by or on behalf of the Sports Trust
2. On occasion you may need to work in excess of your contracted hours in order to cover for colleagues etc and meet the needs of the business.
3. Rotas will be regularly reviewed and times and shifts may change in order to meet the needs of the business.
4. Take part in HDSTs approved appraisal scheme.
5. Observe all HDSTs policies and procedures.
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