Directly Responsible For: Delivering exceptional front-of-house service by greeting visitors, managing enquiries, sales, and ensuring a welcoming environment.
Hours of Duty: 36 hours/week. Normal working hours are 8.30am - 5.30pm 4 and half days a week, worked on a rota basis covering 7 days. A job share will be considered.
PRIMARY PURPOSE AND SCOPE OF JOB
:
The primary function is to provide a first-class reception service with exceptional customer care for every visit or contact, while also actively selling and supporting revenue generation through facility income streams.
WORKING RELATIONSHIPS
This position is at the hub of the centre and a central point of communication for customers and staff.
Supported by the Customer Service Manager, they will work within the busy environment of the front of house. Liaising with centre staff from all departments, all of our customers and the general public.
MAIN AREAS OF RESPONSIBILITY:
To provide excellent customer services, responding knowledgeably to all enquiries. Take pride in being a first class 'go to' point for customers, the public and staff. This is a customer focused position which includes face-to-face communication and exceptional telephone manners. Be able to resolve problems that arise in a professional and calm manner.
Liaise closely with the Duty Instructor and other instructors on providing initial guidance and information to customers. Re-directing queries promptly and coordinating feedback on customer enquiries.
To process all revenue through the front of house systems accurately to include recording and reporting all facilities use and other income generation.
Undertake administrative and sales tasks as directed in support of the Customer Service Manager.
Undertake the sale of accommodation via use of third-party websites, working closely with the various personnel required to ensure we fully maximize additional income opportunities.
Undertake ad hoc project work as required and commensurate with role, but in particular with a view to customer service, sales, and the central day-to-day operation of the centre.
To be an effective member of the Customer Service team, playing a proactive role in ensuring the day-to-day running of the company is robust, compliant, and effective, with opportunities for improvement regularly considered and discussed with the Customer Service Manager.
Attending meetings appropriate to the role, ensuring the professional representation of the charity.
Advice on queries relating to course enquiries and manage bookings.
Provide cover during holiday and sickness, within the boundaries of knowledge and capability.
At times assist the other Business Administration departments in finance and bookings as additional administrative assistance.
General responsibilities:
Develop the Company's commitment to equal opportunities and promote non-discriminatory practices in all aspects of work undertaken.
Stay flexible and adaptable to any additional demand as confirmed and available to work different hours including weekends/evenings as required.
Continually review own performance and development needs with the Customer Service Manager, jointly setting targets for change and continuous improvement to enhance business performance and personal effectiveness. This may include a requirement to undertake additional training and / or personal development.
What's in it for you
Staff discounts on outdoor clothing, equipment, and kit
Free use of on-site sporting facilities (gym, climbing wall, pump track, and more)
Staff discounts on food and drink, plus free lunch when working
Access to free or discounted training courses
Staff accommodation discounts
Free on-site parking
Wellbeing benefits, including discounted physio, Employee Assistance Programme (EAP), and Life Assurance
If you would like to discuss this role informally or submit an application in an alternative format, please contact Alex Menniss or Sam Deacon-Murray on 01690 720214.
We are actively recruiting through other channels and may close applications early. Please apply as soon as possible, as there is an urgent need to fill this post
All applicants must have the right to work in the UK. Proof of eligibility will be required during the recruitment process.
We are an equal opportunities employer and are committed to promoting diversity and inclusion. We welcome applications from individuals of all backgrounds and strive to create a supportive and inclusive environment for all our employees.
We are a Disability Confident Employer. If you require any reasonable adjustments - please let us know.
This role involves working with children and/or vulnerable adults and is therefore exempt from the Rehabilitation of Offenders Act 1974 under the Exceptions Order 1975. An DBS check will be required for the successful candidate, which will be funded by the employer. Having a criminal record will not necessarily bar you from employment, as each case will be considered on an individual basis.
Person Specification
This post requires an outstanding, well-organised individual with excellent customer service and administration skills. The postholder will be comfortable with operating in a dynamic and ever-changing working environment.
Experience working within a Customer Service environment with a proven track record in delivering excellent customer services.
Essential
Level 2 NVQ Customer service or equivalent
Desirable
Strives to deliver service excellence, and has a strong value add, customer service work ethos
Essential
A background in effectively handling a wide range of customer enquiries, including those that require complex resource planning and creative solutions.
Essential
Experience in hotel/holiday/leisure centre environment.
Desirable
Ability to prioritise effectively in line with business requirements
Essential
Ability to liaise closely with other colleagues and departments to ensure customer service is maximized
Essential
Sound working knowledge of Microsoft Office or equivalent software packages including Word, Excel, PowerPoint, and Outlook
Essential
Ability to deal effectively with people at all levels, quickly gaining credibility with a range of internal and external contacts
Essential
Excellent planning and organising skills - proven ability to prioritise/manage time effectively and use initiative as appropriate
Essential
Customer focused approach to support services
Essential
Experience of working within a team and supporting colleagues across a wide range of administrative support roles.
Essential
An interest or experience in the outdoors.
Desirable
Sales experience
Desirable
A can-do attitude, with the ability to work at pace in an ever-changing work environment. Unflappable, organised and resilient with a calm confident approach
Essential
The ability to identify problems and develop solutions
Essential
Open to being challenged and responding positively to ensure the business strives for continuous improvement
Essential
Able to prioritise and work flexibly to meet deadlines. Highly organised who thrives in a busy working environment
Essential
A real team player, who is fully committed to working collaboratively to ensure the business is as best it can be.
Essential
A committed and loyal individual, with a high determination to succeed.
Essential
Energetic, self-motivated, and positive outlook
Essential
Commitment to respond to customer and client needs in a professional manner.
Essential
Excellent communication skills - communicates effectively, clearly, and confidently in written, verbal and electronic forms.
Essential
The ability to communicate in Welsh
Desirable
Job Type: Full-time
Pay: 10.00-12.21 per hour
Expected hours: 36 per week
Benefits:
Casual dress
Company events
Discounted or free food
Free parking
Health & wellbeing programme
Life insurance
On-site gym
Sick pay
Ability to commute/relocate:
Betws-y-coed LL24 0ET: reliably commute or plan to relocate before starting work (required)
Work authorisation:
United Kingdom (required)
Work Location: In person
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