Description
- To deliver first level advice and guidance, to potential and existing customers, adhering to service standards
- Managing all types of enquiries via phone, email, webchats, forums and face-to-face helpdesk, signposting to other services/resources as required
- Carry out 1:1 or small groups guidance/ briefings
- Provide information about membership and merchandise sales and fitness services (e.g advise on prices and types of memberships/ products)
- Check memberships and advise on fitness related activities including taking booked for fitness classes
- Complaint resolution, ensure the appropriate escalation of issues and areas of concern
- To provide an integrated, consistent model of customer support, working in collaboration with other University services, to ensure prevention, early intervention and timely resolution of practical and/or welfare issues
- Provide support and advice to customers including new members inductions, lifestyle advice and advice on how to get the best from the facilities
- Design appropriate training programmes for customers, providing 1:1 and small group support for completion where required
- Carry out equipment and facility checks and report faults as required, ensuring equipment and facilities are clean and ready for use
- To provide practical support in the upkeep of the surrounding environment
- Ensuring availability and accessibility of information and equipment e.g. stock maintenance, sorting and replenishment
- Ensuring damaged stock/equipment is reported and/or repaired
- Ensuring information is neatly presented and up-to-date, and the physical space is clean and tidy
- Ensuring health and safety concerns are reported
- To provide organisational and administrative support for Sport, contributing to an excellent customer experience, including e.g. deliver campaigns aimed at increasing commercial sales directly to the customer in line with agreed targets
- To ensure effective use of administrative systems, record keeping within an agreed framework, for example: maintain databases and enquiry management systems (inputting data, logging, coding, tracking and cleansing of data), ensuring the consistency and integrity of information; produce routine MI reports and statistical information as required; administer systems of operation e.g. take payments (cash and card) and issue membership cards in line with the University's cash handling procedures; processing and recording of fees and expenses as required; assist with the preparation and completion of audits/reviews
- To administer a range of events, bookings and appointments e.g. arrange the booking of facilities and hospitality; respond to queries regarding customer appointments and organise mass communications to customers
- To maintain confidentiality and treat sensitive issues with appropriate tact and diplomacy
- To support Department compliance with Health and Safety procedures e.g. First Aid and Fire Marshal duties.
The above list is not exhaustive and, as such, it is expected that you will be responsible for related issues commensurate to the level of the role.
