Summary
At the University of Birmingham Sport & Fitness, we pride ourselves on delivering outstanding service to students, staff, and members of the wider community. Guided and supported by our Reception Team Leaders, you will play a key role in creating a welcoming and professional first impression for everyone who walks through our doors.
Main Duties
1. You will be responsible for providing a professional and friendly “meet and greet” first point of contact for all customers and visitors to Sport & Fitness.
2. You will deliver excellent customer service at all times, in line with internal guidelines.
3. You will maintain complete and current knowledge of all products and services provided by UB Sports.
4. You will answer incoming calls, positively, and warmly. Accurately directing the caller to the appropriate people courteously and professionally.
5. You will be able to respond to and resolve the vast majority of queries you receive without needing to escalate, although you will judge when this is appropriate. This will include complaint handling, and resolving where possible.
6. Promptly report any system failures which have been reported to reception (such as IT, Door access, fire alarms, phone system) to the relevant department or supplier, chase progress and escalate as necessary. This may require requisition orders to be raised. Where this is the case the postholder will ensure goods are received and invoiced checked and paid.
7. Take and deliver accurate phone messages, with call back numbers, area codes, and names legibly written, and promptly relays messages via email to the proper person.
8. Maintains office and other supplies in stock, and reorders on own initiative.
9. Maintains a neat and tidy reception area, replenishing marketing material clearing up any clutter on an ongoing basis, and maintains a professional, clean and welcoming atmosphere.
10. You will ensure the successful delivery of a 12‑month user engagement programme that enhances customer experience. You will also carry out administrative duties such as word processing, photocopying, laminating, filing and data inputting.
11. You will achieve and maintain Key Performance Indicators (KPIs) set for customer satisfaction, query resolution, and service delivery standards.
12. You may be involved in organising outgoing bulk-mail projects.
13. Receive monies or take card payments as set out in the cash handling procedure.
14. Complete sales and the onboarding of new members.
15. May be asked to support others in administrative duties.
16. You may occasionally be asked to supervise temporary or casual staff.
17. Supports the University’s sustainability agenda through resource efficient working.
18. Promotes equality and values diversity acting as a role model and fostering an inclusive working culture.
19. Any other duties commensurate with the grade.
Required Knowledge, Skills, Qualifications, Experience
20. GCSE grade A-C or level 3 qualification in English and Maths. Where no equivalent qualification is held, relevant work experience evidencing the skills and ability to undertake the role will normally be required.
21. Experience of working in a busy customer service or reception role.
22. Experience of handling issues from beginning to resolution.
23. Ability to prioritise own work, work unsupervised and own initiative as required.
24. Good communication skills, including tactful and confident telephone manner.
25. Articulate, confident and competent in the use of electronic communications.
26. IT skills – proficiency with Microsoft office programmes including word, excel, and Outlook. Good organisation and administrative skills.
27. Excellent interpersonal skills.
28. Fast and accurate working with close attention to detail.
29. Ability to learn and understand how diversity considerations affect own area.
Dimensions
30. This role does not directly manage others but may check work of others.
31. This role does not own a budget.
Planning and organising
32. You will be working mainly in response to customer enquiries but you will be required to prioritise duties within your overall objectives.
33. You will need to maintain an awareness of how your work links with the department and the activities of the department.
Problem solving and decision making
You will complete day to day duties on your own initiative, and will be able to prioritise tasks within your workload. You will be able to resolve day to day queries. Complex queries will be referred elsewhere.
Internal and external relationships
34. Internal - Team members, Line manager, Senior managers, colleagues from other departments, students.
35. External – External bodies ., prospective students, parents, customers.