JOB DESCRIPTION Job Title
Customer Service Assistant – Queen Anne House
Responsible to
Customer Service Manager
Working relationships
YMCA Staff and Volunteers External Agencies Suppliers and Contractors YMCA Service Users
Job purpose
To provide a warm welcome for people who are enquiring by phone, or who are visiting Queen Anne House To undertake administrative tasks and general office duties that support the central office functions and the Management team on a daily basis, as required and directed by the Customer Services Officer To provide front of house support to all users using YMCA facilities Actively promoting Gym membership sales
Main tasks Customer Service First point of contact by telephone and face to face for all users of the facilities at Queen Anne House, acting in a warm, professional and courteous manner Ensure that all visitors to Queen Anne House, including gym users and external stakeholders are booked in, and managed efficiently, including registration on Parking Eye Upkeep of reception area of Queen Anne House, ensuring tidy at all times Actively promote Gym Membership sales and act as a positive role model for the department through selling memberships of your own and contributing towards sales targets, by using the 10 step process fully
Ensuring that a diary system of visitors / room bookings is kept up to date to ensure knowledge of visitors to Queen Anne House each day Ensuring visitors for residents are appropriately identified, along with adherence to the Banned Persons list Signposting of residents to the Housing Administration Office or relevant staff member
Key Reception Duties Coordinate with any room hire bookings and fitness course registrations as and when required
Provide administration support as and when requested for Managers.
Inputting of Omniledger maintenance and housekeeping requests in accordance with YMCA policy Using the SCUBA system including processing memberships and Direct Debit information Support with the franking and posting of all outgoing post daily Support with the distribution of incoming post and monitoring of staff post boxes in reception to ensure the post is being collected regularly and staff are notified when packages are waiting for them
Other Tasks
To support the Customer Service Manager for ordering staff kitchen and room hire supplies i.e. tea, coffee, milk, sugar Ensuring accurate and concise message taking and to communicate effectively with other staff To ensure all communication is passed amongst staff as required by key personnel To provide general administration duties as required To ensure that all fire safety processes are adhered to, including correct evacuation procedures in the event of a potential hazard (fire)
02
To participate in monthly 121’s with your Line Manager and annual Regular Work Reviews To carry out other tasks within the post holders capabilities as directed by your line manager To ensure that clear boundaries are maintained with colleagues and service users throughout
03
A commitment to Safeguarding and promoting the welfare of children, young people and vulnerable adults To engage young people to participate in the design, delivery and continuing development of the project; enhancing their sense of community ownership, pride and understanding of their local environment To support YMCA to implement quality and continuous improvement through the implementation of a quality assurance system Undertake core and relevant training to enhance personal and professional development To work within YMCA policies and procedures, with particular regard to health and safety, equal opportunities, diversity, protection from abuse, data protection and confidentiality Understand personal responsibility under the Health & Safety at Work Act 1974 including fire safety Supportive of the Christian Aims & Purposes of the YMCA
PERSON SPECIFICATION Knowledge
Essential Desirable Useful
Computer literate including the ability to use software packages: Word, Excel, Access, Email, Internet
Knowledge of office systems and procedures
Knowledge of the voluntary/community sector, in particular those working with young people Awareness of Confidentiality Policy and procedures and how to apply to working practice
Knowledge of Equal Opportunities
Qualifications Good standard of education Experience, Skills & Abilities
Essential Desirable Useful
Good interpersonal skills with ability to deliver good face to face customer care
Ability to prioritise a number of different tasks and areas of work within a normal working day
Ability to work to deadlines Good organisational skills
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Essential Desirable Useful
The ability to relate to individuals from diverse backgrounds
Commercial / selling skills
Experience of working in a commercial and / or hospitality environment
Personal Qualities Confidence and ability to work on own initiative
Essential Desirable Useful
Able to communicate effectively with a wide range of organisations Ability to work with young people in a nonjudgemental and non-discriminatory manner
05
To be able to demonstrate empathy with the Aims and Purposes of the YMCA
Track record of upholding organisational policies and procedures
TERMS AND CONDITIONS
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1.
Hours of Work: 3 vacancies - Monday to Friday – 6.00pm to 10.00pm – 20 hours - Saturday and Sunday – 8.00am – 3.00pm – 14 hours - Saturday and Sunday – 3.00pm – 10.00pm – 14 hours Flexibility is also required to cover absences and Bank Holidays will be covered on a rota basis
2.
Salary: £7.34 per hour. This will be reviewed annually and will be subject to a cost of living increase each April. Salaries are paid on the 25th of each month.
3.
Annual Leave: this post attracts 25 days annual leave, pro rata for part time positions.
4.
Fixed Term Contract: N/A.
5.
Sickness Leave: as per the agreed policy.
6.
Pension: Auto Enrolment.
7.
Accommodation: not applicable to this post.
8.
Maternity and Paternity Leave: YMCA Cambridgeshire & Peterborough provides maternity and paternity leave as per the agreed policy.
