Job title: Customer Service Advisor – Active Leeds
Salary: B1 £25,185 - £25,989 (pro rata)
Hours: 18.5 hours per week
Contract: Permanent
Location: John Charles Centre for Sport
A fantastic opportunity has arisen for the position of two Customer Service Advisor posts within Active Leeds. The Customer Service advisors will be joining a fast moving, highly motivated, committed team which serves the people of Leeds.
Are you enthusiastic about delivering customer excellence? As a Customer Service Advisor, you will deal with a diverse range of calls relating to the service that Active Leeds provides. Active Leeds Customer Service centre is a first point of contact, dealing with enquiries, bookings, payments, memberships, and direct debits, we are looking for someone who as an excellent telephone manner and the ability to manage various complex queries and conversations with empathy and understanding.
For more information on the post please contact Melanie Walker or Keeley Tottie on 0113 3760398
For information on Active Leeds Home | Active Leeds
Vision: Leeds to be the best city to be active in
Mission: We are enthusiastic about enabling active, thriving communities, and delivering positive experiences through a friendly & supportive team.
Our Commitments:
- We are always approachable, welcoming, and friendly.
- We support our partners, colleagues, and local community.
- We have confidence in our roles with high levels of knowledge.
- We take pride in our appearance and in our high levels of customer service.
- We give local communities confidence in our abilities.
- Everything we provide is professionally organised, safe and value for money.
- Our equipment and facilities will be clean, safe, and well maintained.
- Our services will be easily accessible.
- We provide the motivation for our local community to improve and achieve their goals.
- A good general standard of education NVQ Level 2 in Customer Service
- We always communicate to colleagues and local communities in a timely and appropriate manner.
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 £41,700 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.
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.
The job holder will maintain a friendly, polite and professional manner at all time and will work to Active Leeds values.
Responsibilities for Grade:
- 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.
- Carry out operational and administration procedures and processes associated with Customer Sales Hub services.
- Undertake Customer Hub duties including; handling membership queries; taking bookings and payment; responding to queries by telephone, email and live chat; responding to sales leads; and resolving disputes with customers; referring to the Customer Service Supervisor as appropriate.
- 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 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.
- Handle financial transactions, adhering to the Leeds City Council systems and procedures, and conduct banking procedures in line with audit requirements.
- 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.
- Record customers’ comments, compliments and complaints to assist in identifying: gaps in provision, barriers to taking up memberships, and issues with the facilities.
- 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.
- 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.
- Remain flexible in regards to work patterns to meet the needs of the service, including evening, weekend and Bank Holiday working and changes to timetables.
- Actively contribute to a safe environment for staff and members of the public, undertaking Health and Safety checks as necessary and follow reporting procedures.
- Notwithstanding the detail in this job description, undertake additional duties that are reasonably commensurate with the responsibilities of this post.
PERSONAL SPECIFICATION ESSENTIAL REQUIREMENTS: It is essential that the Candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate on the application form that they meet all the essential requirements.
Method of Assessment will be through one or more of the following Application Form, Test, Interview or Certificate.
- 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
Behavioural & other Characteristics required
- 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
PERSONAL SPECIFICATION DESIRABLE REQUIREMENTS: It is desirable that the Candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates are not required to meet all the Desirable requirements however these may be used to distinguish between acceptable candidates.
- Experience of working in a contact centre environment
- NVQ Level 2 in Customer Service
