Customer Service Assistant - Manchester VISION OF THE ROLE: To support the General Manager with overall responsibility for the delivery and development of all aspects of the Ninja Leisure location and to ensure that customer expectations are consistently met or exceeded. To maximise revenue through the upselling of retail products and food & beverage offering. To safeguard the long-term success of the Ninja Leisure division for its stakeholders, all team members will display determination and focus in guiding all the elements of Ninja Leisure to the highest level ensuring that LOCATION is recognised as the premier family-centric leisure destination of the surrounding area. MEASUREMENT OF SUCCESS: The team member will be measured against key criteria: Operating profit (derived from income, retail and F&S sales) Annual measurement of staff engagement Customer loyalty measured by Net Promoter Score (NPS) Audits Regional Operations Manager reviews, General Manager reviews, operational feedback, and personal objectives KEY RESPONSIBILITIES: Operations * Maintain positive and effective relationships with customers and colleagues. * Assist with the care and maintenance of all assets, inventory, and resources of the location. Course Marshall * Ensure customers are adhering to the course rules and regulations. * Ensure that slow play/progress is kept to a minimum. * Reinforce Health & Safety notices as required. Kitchen * Contribute to the preparation of all food for casual and function dining. * Ensure adequacy of supplies at the cooking stations. * Prepare ingredients that should be frequently available. * Review all bookings for catered activities. * Adhere to and maintain all Health, Safety & Hygiene rules and regulations WITHOUT EXCEPTION. * Advise the duty manager of any items/ingredients to be ordered in a timely manner. People * Ensure personal compliance within the BGL Academy is 100% at all times. * Maintain a strong network with fellow Ninja Leisure colleagues to support robust collaboration. Financial * Implement and monitor all financial controls and ensure personal responsibility for all cash handling. * Complete month end procedures for retail in line with BGL company stock taking procedures. * Adhere and monitor compliance of purchasing policies and procedures. * Ensure all BGL procedures and policies are adhered to. Customer Experience Ensure that all team members consistently deliver outstanding service levels to achieve maximum customer satisfaction. ___________________________________________________________________________________________________ OUR VALUES: We expect all our staff to strive to: Maintain open and honest communication with our customers, both internal and external, at all times Create and have a positive impact on our local community. Supporting regular neighbourhood events and working closely with society Protect and nurture our environment, consider everything from alternative work methods through to maintaining and supporting our local wildlife Support each other in everything we do, recognised, and develop each individuals potential Take complete ownership of their own actions and have pride in what they do Deliver to our customer's consistent high levels of service, quality, and value in everything we do Look for alternatives to what we do seeking out and exploiting natural resources COMPETENCIES: Area of competency Required Level Working Knowledge of Sales & Marketing = Moderate Results Driven (can do attitude) = Extremely high Teamwork = Extremely high Problem Solving and Decision Making (pragmatic) = High Communication Skills = Extremely high Managing Change = High Planning & Organising = High Continuous Improvement = High Innovation & Creativity = High Leadership = Medium Analytical and Numerical Skills = High People Management = High Coaching & Development = Medium Business Knowledge = Moderate Strategic Planning = Moderate PREFERRED QUALIFICATIONS & EXPERIENCE Education: GCSE Maths and English. Experience: Teamwork. Customer Service. Food and Beverage. ROLE SPECIFIC REQUIREMENTS Good Time management, organisation, and prioritisation skills Excellent Communication Skills Good Presentation Skills Outstanding customer service skills