Customer Advisors - Queensferry, United Kingdom - Aura Leisure and Libraries
Description
***MAIN PURPOSE/REASON FOR THE JOB
The post holder will work as part of the Leisure Services' Customer Services Team,
which operates seven-days-a-week (including daytimes, evenings and weekends),
delivering a first class, professional service using a range of communication methods
to ensure that, where possible, customer enquiries, requests for service, payments
and complaints are resolved or actioned promptly at the first point of contact.
The post holder will meet, greet, advise and serve customers visiting the leisure
centres and is required to ensure consistency when inputting data into the Leisure
Management System and when providing verbal/written information to customers.
The post holder is required to greet customers in a pleasant and friendly manner and
to provide an efficient and knowledgeable service to centre users.
PRINCIPAL ACCOUNTABILITIES
- To receive, assess and resolve or action enquiries/requests from customers,
ensure Leisure Services meets corporate service standards.
- To provide a comprehensive Leisure information service advising customers
options, current policies and procedures, and raising public awareness of
'what's on offer' through the pro-active cross-selling of service-wide activities
and events.
- To input data into the Leisure Management System (LMS) relating to leisure
payment details.
- To process customer payments, either face-to-face or via the telephone, using
- To reconcile cash register monies, cheques, card payments and vending
reconciliation sheet.
- To make public and staff announcements via the leisure centre's public
emergency information (e.g. required evacuation of the building).
- To communicate information to customers and to maintain excellent public
good housekeeping measures.
- To communicate information to operational centre staff regarding changes in
problems with vending/change machines and lockers, and first aid assistance.
This information may be communicated either face-to-face or via two-way
radio.
**PERSON SPECIFICATION
ESSENTIAL
- Good working knowledge of an integrated telephony system to ensure
post holder or efficiently transferred to the appropriate officer.
- Good awareness of the leisure industry and the services provided in a local
- Good working knowledge of financial procedures and the process of
- Excellent customer care skills.
- Excellent inter-personal skills: tact and diplomacy are a pre-requisite for the
- The ability to handle telephone calls to debtors effectively and professionally.
- Excellent verbal and written communication skills.
DESIRABLE
- NVQ Level 2 or equivalent in Customer Service, ICT, Sport and Recreation or
- Good working knowledge of an electronic leisure management system
and personal details are processed accurately.
- Good working knowledge of a web-based enquiry system and Customer
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