PART-TIME CUSTOMER SERVICES ADVISOR REF: SP299

Transcription

1 The Post PART-TIME CUSTOMER SERVICES ADVISOR REF: SP299 The postholder will be responsible for making bookings, selling activities and responding to customer enquiries across the full week on a rota basis. Informal Discussion For an informal discussion please contact Miss Fearn Ainsworth (Customer Relations Manager) on Tel or f.ainsworth@uea.ac.uk. Job Description A job description is attached as Appendix A. The precise duties will be agreed in discussion with the Manager. Person Specification The person specification for this post is attached as Appendix B. GENERAL Salary Salary in this part-time post will be 7,552 per annum pro rata to 16,328 per annum on the Sportspark Salary scale, plus 5% attendance bonus (subject to full attendance). Starting date The post is available immediately on an indefinite part-time basis working 18 hours and 30 minutes per week ( FTE) on a rota basis. Terms and Conditions of appointment Full details of terms and conditions of employment for Sportspark staff will be made available to the candidate to whom the appointment is offered. Annual Leave Entitlement The total annual holiday entitlement including Customary and Statutory days is 28 days (pro rata for part-time).

2 Superannuation The post is superannuable under the Universities Superannuation Scheme. Proof of Qualifications The person specification for this post lists qualifications that are essential and/or desirable and you may hold some or all of these qualifications. Please note that if you are short listed for interview you may be asked to bring to interview original certificates of these educational and professional qualifications. Please DO NOT provide these with your application. Entitlement to Work in the United Kingdom If you are shortlisted for interview you will be asked to bring to interview original documentary evidence of permission to work in the UK. Candidates invited to interview will be provided with a list of appropriate documents that can be provided as evidence. Please DO NOT provide this with your application. Workers from outside of the EU may be eligible to work in this role subject to their immigration status. However, due to the nature of this role and the level of qualifications required, please note that immigration legislation will not allow the University to apply for a sponsorship certificate for this post. Occupational Health Assessment Appointment will be subject to a satisfactory Occupational Health Assessment to be carried out by the University s Occupational Health Service. APPLICATION AND RECRUITMENT PROCESS Your completed application form should quote reference code SP299 and be returned by not later than 12 noon on 4 May 2016 in one of the following ways: accessed via the relevant vacancy details at then downloaded in Word format to be completed electronically then saved and sent as an attachment to hr@uea.ac.uk or accessed via the relevant vacancy details from then downloaded in Word format to be completed electronically, then printed and posted to the Human Resources Division, University of East Anglia, Norwich, NR4 7TJ, or accessed via the relevant vacancy details from and downloaded in PDF format and printed, to be completed by hand and returned by post to the Human Resources Division at the address shown above or

3 forms received by post from the Human Resources Division should be completed by hand or typed and returned by post to the above address. Postal applications will not be acknowledged unless a stamped addressed envelope/postcard is supplied. For paper submissions please ensure you add the correct postage to your application pack as failure to do so will considerably delay receipt by this office and may jeopardise your application for this post. Please note that feedback will not normally be provided to those applicants who are not shortlisted for this post. Please note that applications received after the closing date will not normally be accepted. If you are submitting an application by post immediately prior to the closing date please contact the Human Resources Division on to let us know that your application has been posted, and if possible also send a copy by fax to or by to hr@uea.ac.uk in order that we receive these by the closing date. Equal Opportunities Monitoring Form Please note that an Equal Opportunities Monitoring Form must be completed and returned with ALL applications, whether submitted by post or by . If submitted by , the Equal Opportunities Monitoring Form must be sent as a separate document/attachment to the Application Form. The Equal Opportunities Monitoring Form will be detached from the received application before short-listing takes place and will not form any part of either the short-listing or decision making process. Referees In naming referees in your application, you are requested to give only those who can immediately be approached and one of these must be your current employer, or if not employed your most recent employer. Interviews It is anticipated that interviews will take place on 11 May 2016 and candidates who have not heard by this date should assume their application has been unsuccessful. Successful shortlisted candidates may be notified of their interview times by telephone and/or and it is therefore essential you include both of these in your application. Candidates should note that travel and incidental expenses incurred in attending the interview will not be reimbursed.

4 This document is available in alternative formats e.g. large print, disc and on-line. If you need this document in an alternative format please contact us on , fax , or

5 APPENDIX A JOB DESCRIPTION REF: SP299 Job Title: Responsible To: Contact With: Customer Services Advisor Customer Relations Manager Customers, other staff, managers SUMMARY OF POST: To staff the main reception and other customer service areas of the building providing an efficient, friendly and professional service at all times. PRINCIPAL RESPONSIBILITIES: 1. Apply the highest possible standard of customer service and be committed to continuous improvement in quality and business performance by greeting customers, take bookings, answering the phone therefore ensuring the highest standard of customer care at all times. 2. Adhere to the sales process in terms of enquiry card, needs analysis, price presentation and proactively seeking opportunities to sell memberships where appropriate. To complete a check of all membership forms completed on shift to ensure correct details are taken. 3. Adopt a positive approach to retaining members looking to cancel by looking at ways to re-engage them to stay longer (to include processing upgrades / downgrades) by adhering to sales and reporting procedures. 4. To monitor and replenish all retail stock and administrative supplies on a daily basis and report on a weekly basis. 5. To monitor the main entrance to the facility to ensure that only bona fide customers/visitors access the complex. 6. To take money and undertake financial transactions using the computerised booking system as laid out in the Reception procedures manual, ensuring cash handling and reconciliation procedures are accurate. 7. Ensuring all sales and booking transactions are managed correctly, assisting customers in their choices. 8. To undertake basic clerical and administrative duties as determined by the Senior CSA s, Customer Relations Manager, Duty Manager or Assistant Director Operations. 9. To act as part of the Sportspark promotions team when required. 10. To deal with complaints in a sensitive manner, promptly and politely in accordance with established guidelines. 11. To undertake other duties throughout the building as required by the Duty Manager, Assistant Director Operations, or Director of Sport to ensure the smooth operation of the complex.

6 PERSON SPECIFICATION APPENDIX B Post: Division: Customer Services Advisor Ref: SP299 Sportspark Applicants will be expected to demonstrate how they meet the essential criteria for the role and provide evidence to support this. Criteria ESSENTIAL DESIRABLE Education, experience and achievements Skills and Knowledge Personal attributes Special Circumstances 1. GCSE s at Grade C or above (or equivalent level of qualification) in English and Mathematics or NVQ level 2 (or equivalent) in Customer Service. 2. Experience of working in a customer facing environment. 3. Cash handling experience. 4. Experience of dealing with customers in person, by telephone and by Good oral and written communication skills in English language. 7. Excellent interpersonal and customer service skills. 8. Good IT skills. 9. Organisational skills. 14. Efficient and accurate with attention to detail. 15. Professional/Smart appearance. 16. Approachable and courteous. 17. Confident when dealing with people. 18. Flexible attitude to work and working times. 19. Able to work as part of a team, sharing work and co-operating with others to achieve a high level of customer service. 20. Willing and able to undertake training and apply skills learnt. 22. Able to work unsociable hours in accordance with rota and provide absence cover. 5. Experience of working in a sales or retail environment. 10. Knowledge or skilled use of booking systems or databases. 11. Knowledge of word processing and spreadsheets. 12. Positive approach to sales. 13. Knowledge and understanding of sport. 21. Interest in sport related activities.