Job Title: Customer Services Advisor (Health Programmes)

Hours: 37 hours a week

Grade: B1 *GBP*24,480 - *GBP*25,183

Contract Type: Funded until 31st March 2026

An opportunity has arisen for the position of Customer Service Advisor within the Active Leeds Health Programmes Team. We aim to recruit an enthusiastic and motivated individual to support people to access Active Leeds Health Programmes. Working closely with Adults and Health providers, the team delivers several community programmes providing physical activity, exercise & healthy lifestyle advice.

Purpose of the Job will be:

• Supporting referrals to access funded health and wellbeing programmes.
• Support the Active Leeds Health Programmes Team by collating and processing information about referrals.
• Support with the monitoring and evaluation of the programmes.
• Deal with enquiries and booking for the Health Programmes Team.

The successful applicant will be working in a fast-paced environment. They will be liaising with health and social care professionals to process information about referrals with health conditions. Working across the city in leisure centres and community centres, the post requires an outgoing individual who can engage with referrals on the phone, through SMS or email to make them feel at ease.

Duties include:

• 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.
• Use the various management systems for: bookings, member joining, course enrolments, payments, debt management and sales enquires, to provide an effective Active Leeds service.
• Proactively handle & book appointments for the facilities team across all the Centres, building a great relationship with the facilities team to ensure the transition between appointment booking & centre tour/activity is easy & seamless for the prospective member.
• To deal effectively with all incoming enquiries, including telephone, email, social media and web, for the Active Leeds Service.
• Have knowledge and insight of the whole Active Leeds offer to actively engage in the promotion and upselling of Active Leedsâ€􀀙𯿿 membership packages.
• Record customersâ€􀀙comments, compliments, and complaints to assist in identifying gaps in provision, barriers to taking up memberships, and issues with the facilities.

Skills include:

• Excellent interpersonal and communication skills, including face to face, telephone, web and social media.
• Excellent customer service skills.
• Ability to support referrals to access Active Leeds programmes or activities.
• Good ICT and keyboard skills.
• Ability to relate to people and all different age ranges.
• Being able to work as part of a team.

You should possess:

The successful candidate should possess an NVQ Level 2 in Customer Service or have a good general standard of education

Work experience should include working with a wide range of customers, use of IT, specifically Microsoft Office and the Internet, familiarity of working with various IT management systems or working in a contact centre environment.

To apply 

Please provide your CV and a supporting statement.

Read our guidance for further advice. Please check your information carefully and ensure you complete all sections before submitting your application.

If you require any more information about this post, please email health.programmes@leeds.gov.uk

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.  

 

This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa. 

  

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visa route before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least *GBP*38,700 per year or meet one of the other eligibility criteria. Ensure you are eligible before applying. 

Job Description

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.â€􀀋
• 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.â€􀀋
• The job holder will maintain a polite and professional manner at all times and will work to Active Leeds values.â€􀀋

Responsibilities for Grade

• Ensure the first impression the customer receives is welcoming and reflects the high standards of the service.â€􀀋
• Act as a first point of reference for customers, directing them to appropriate sources of help and information.â€􀀋
• 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.â€􀀋
• Carry out operational and administration procedures and processes associated with Customer Sales Hub services.â€􀀋
• Undertake Customer Hub duties including handling membership queries; taking bookings and payment; responding to queries; responding to sales leads; and resolving disputes with customers; referring to the Customer Service Supervisor as appropriate.â€􀀋
• Use the various management systems for: bookings, member joining, course enrolments, payments, debt management and sales enquires, to provide an effective Active Leeds service.â€􀀋
• Proactively handle & 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 & centre tour/activity is easy & seamless for the prospective member.
• To deal effectively with all incoming enquiries, including telephone, email, social media and web, for the Active Leeds Service.â€􀀋
• Handle cash and financial transactions, adhering to the Leeds City Council systems and procedures, and conduct banking procedures in line with audit requirements.â€􀀋
• Have knowledge and insight of the whole Active Leeds offer in order to actively engage in the promotion and upselling of Active Leedsâ€􀀙𯿿 membership packages.
• Record customersâ€􀀙comments, compliments and complaints to assist in identifying gaps in provision, barriers to taking up memberships, and issues with the facilities.â€􀀋
• Prepare reports by collecting and analysing customer informationâ€􀀋.
• 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.â€􀀋
• Abide by Active Leedsâ€􀀙𯿿 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 Leedsâ€􀀙𯿿 Code of Conduct.â€􀀋
• 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.â€􀀋
• Actively contribute to a safe environment for staff and members of the public, undertaking Health and Safety checks as necessary and follow reporting procedures.â€􀀋
• 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
• Excellent customer service skills
• Ability to sell memberships from generated leads
• Good ICT and keyboard skills
• Ability to relate to people and all different age ranges
• Being able 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 of working with various management system
• 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 

â€􀀋Essential Behavioural & other Characteristics 

• Understand and embrace Leeds City Council Values and Behaviours and codes of conduct.
• 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 employeeâ€􀀙𯿿 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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