Position - Identification Position Title Customer Service Officer Position Classification Band 2A Position Category Casual Position Status Casual Position Number 2064 Division Corporate Department Leisure Centres Location Don Tatnell Leisure Centre Date Updated June 2011 Position - Organisational Relationships Reports to Customer Service and Administration Coordinator Supervises NIL External Relationships Members, patrons and potential customers of Kingston Leisure Centres Position - Summary The Customer Service Officer will administer the reception area efficiently and effectively so as to provide members of the public with information and assistance regarding Leisure centre services, facilities and policies. The incumbent is accountable for the quality, efficiency and sales of service and administration which have an impact on customer satisfaction, patronage and business results. Position - Responsibilities Responsibility Description of Responsibility Customer Service Provide information to members of the public on the range of services available and to respond and resolve customer queries or complaints promptly and in an appropriate manner to ensure good customer relations. Ensure cash is secured in accordance with procedures, maintain displays and otherwise maintain a professional image within the Customer Service area. Represent Kingston Leisure Centres by communicating with customers and administering transactions in a manner which meets and exceeds community expectations. Encourage customer feedback and suggestions regarding services and facilities. Accuracy in relation to cash handling and point of sale reconciliation Be familiar with the daily programs, operating hours and activities offered at the centre and advise clients accordingly. Handle a range of financial transactions in a responsive and efficient manner to minimise waiting time for customers and ensure accurate processing. TRIM Ref 09/116765 1 OF 5
This responsibility includes: -cash and credit sales, electronic funds transfers - provide receipts and relevant documents - recording of sales transactions and enquiries - reconcile all transactions at the end of the shift Position - Delegation, Authority and Judgement Financial Accountability Cash Handling in accordance with centre policies and procedures. Position Delegation(s) NIL Accountability and The incumbent is accountable for: Extent of Authority Smooth running of programs. Participant safety. Communications with all Coordinators and relevant employees. Quality of facilities, services and equipment. Quality of service and information to customers. Contribution to teamwork and customer satisfaction. Judgement and Decision Making Judgement is exercised within the framework of clear, well defined operational guidelines, provisions of relevant acts, regulations, codes and council policies and procedures. The incumbent s decisions will have a significant effect on the performance individual business units and the council as a whole. Freedom to act is subject to close supervisions and / or clear guidelines. Problem solving is creative and original and applied to a range of sometimes complex or technical issues. Person Essential Specifications and Technical Skills (Key Selection Criteria) NOTE: Bullet points that are in BOLD are the key selection criteria TRIM Ref 09/116765 2 OF 5
Specialist Skills/ Knowledge Demonstrated abliity to operate under pressure and work to rigid timelines, well developed time management skills Excellent communication skills Relevant experience in customer service and administration Understanding and knowledge of industry standards, guidelines and best practises Extensive understanding and application of computer skills including centre management software, Microsoft offic and point of sale systems Be able to work unsupervised and shows initiative for the smooth day-to-day running of the facility Previous involvement in direct customer service and the ability to demonstrated good command and competence in communication and problem solving Extensive understanding and application of computer skills including, Microsoft software and point of sale systems. Perform first aid techniques ensuring that customers professionally receive quality attention when required. Interpersonal Skills Proficient use of communication technology. Establish and develop client networks Negotiate and resolve conflict. Work effectively with management, peers and subordinates. Ability to use discretion and diplomacy in handling matters of a sensitive or confidential nature. Qualifications / Experience Minimum Senior First Aid - (Workplace Level 2 ) certificate Working with Children check A current CPR qualification The incumbent is likely to have had relevant experience in customer service departments of a leisure centre or similar environment and will have demonstrated a high level of customer satisfaction and product delivery. TRIM Ref 09/116765 3 OF 5
Shared Organisational Responsibilities Values and Behaviours The City of Kingston has six organisational values which guide behaviours and decision-making. It is through this framework, that high quality services are delivered to employees and the community. Employees have an important role to play in leading the way and will uphold Kingston s ethics and values, including the Code of Conduct. Kingston s Values: Future Orientated Accountable Expert Celebrate Community Centric Dynamic Safe Workplace Actions The responsibilities of this position are completed in line with organisational Occupational Health and Safety (OH&S) policies and procedures. The incumbent will display and promote safe actions in the workplace at all times. Policies and Procedures The responsibilities of this position are completed in line with all council policies related to the position Legislative Framework The responsibilities of this position are completed in line with the relevant legislative framework of the position s department. TRIM Ref 09/116765 4 OF 5
Position - Inherent Physical Requirements Described below are the physical factors associated with this role. The physical requirements are an indication of the types of duties expected of an employee fulfilling this role. Employees and candidates should be aware that they may be required to perform tasks up to and including these physical requirements as an inherent requirement of their employment Customer Service Officer predominately works in the reception area of Don Tatnell, however is not confined to this space. Physical Demands of the Task and % of time allocated Sitting Driving Standing Walking Steps / Stairs Squatting Kneeling Looking Up Looking Down Bending Spine Forwards Bending Spine Backwards Working with hands above shoulder height Reaching forwards or sideways Gripping or Grabbing Fine Hand Coordination Lifting from Floor to Waist Lifting at waist height Lifting from waist to overhead Carrying equipment e.g., tools, plants etc Pushing Pulling Exerting force with one hand or one side of the body e.g. digging Holding, Supporting or Straining Other (please state) Adaptive Device(s) Available Ergonomic assessment of office workstation (For office based positions) Ergonomic Chair (For office based positions) NEVER 0% OCCASIONAL 1-30% FREQUENT 31%-60% Description of their use Minimise effects of long periods of sitting Minimise effects of long periods of sitting CONSTANT 61%-100% TRIM Ref 09/116765 5 OF 5