Job title: Customer Service Advisor
Salary:£24,404.00 to £25,183.00
Hours: 37 Monday to Friday with flexibility to cover weekends.
Contract: Permanent
Location: John Charles Centre for Sport, LS11 5DJ
As Customer Service Advisor you’ll thrive on being friendly, customer focused with a smile in your voice. You’ll take pride in what we do and how we help our customers daily, wether it’s taking a fitness class booking, helping someone with online bookings or app, or answering queries about swimming lessons. Two days are never the same.
About you
As a Customer Advisor, you will bring to the role:
- Excellent interpersonal skills
- Excellent customer service
- Good computer and keyboard skills
- Ability to relate to people and all different age ranges
About the role
As our next Customer Service Advisor you’ll enjoy speaking with our diverse customers, dealing with different enquiries relating to all our leisure centres, helping customers with their fitness goals and dealing with direct debit reports/administration.
The role is integral to our Active Leeds team as we help customers and support all Leeds City Council Leisure Centres across the city.
What we offer you
We take pride in offering the best employee experience, with benefits including:
- a competitive salary and annual leave entitlement plus statutory holidays
- membership of the West Yorkshire Pension Fund with generous employer contributions
- flexible and hybrid working arrangements subject to service requirements
- a clear career pathway and continuing professional development opportunities
- a range of staff benefits to help you boost your wellbeing and make your money go further
Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.
How to apply
Please complete the online application form.
We promote diversity and want a workforce that reflects the population of Leeds. Leeds City Council is recognised in Stonewall’s Workplace Equality Index 2024. We are also an Age-friendly Employer, a Mindful Employer and a Disability Confident Leader.
All new Leeds City Council appointments are made subject to the satisfactory completion of a six-month probationary period.
This role is based in the UK. Employment is conditional on confirmation of the right to work in the UK - 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 and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply.
Job Description
Job Purpose
- â€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.
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Responsibilities for Grade:â€
- 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 Leeds’s membership packages.â€
- Record customers’ 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 Leeds’s 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 Leeds’s 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
†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 employee’s 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
