Customer Service Assistant

Key duties and responsibilities

• Actively promote a positive and collaborative workplace culture that supports the Charity’s purpose of Making Life Better and i-care values to increase morale, productivity and performance.
• Deliver a high standard of customer service to meet the needs of all customers and communities.
• Ensure service excellence and professional presentation standards are maintained at all times, engaging with customers, building rapport, enhancing their experience and resolving any issues positively, professionally and promptly.
• Undertake the range of reception, clerical and support duties in accordance with procedures and as required by the post whilst being the first point of contact for welcome, information enquiries, registrations, bookings and financial transactions both in-person, over telephone or email.
• To perform various financial and administrative duties in accordance with procedures, including the banking of facility income, maintenance of adequate levels of change for business and administering the lost property procedure.
• Record and provide statistical information regarding income, usage, equipment, materials and resale and process orders / invoices through the allocated financial/procurement systems.
• Demonstrate an in-depth understanding of the High Life membership scheme and actively contribute to the promotion of the package, including the administration of scheme membership and MRM system.
• Assist customers with enquiries using a variety of sources and/or resources, referring to leisure supervisor as appropriate.
• Ensure resources, material and displays are appropriately organised, current, and attractively presented including current information regarding activities and timetables on customer notices and display boards.
• Participate in the preparation and delivery of events, activities and promotions, as required.
• Maintain security of the reception at all times, adhering to data protection policy and ensuring confidentiality is preserved.
• Liaise with the Supervisor on the day-to-day operation of the facility.
• Ensure a high standard of cleanliness at reception and throughout the facility and take action to remedy any issues promptly.
• Understand the role and responsibilities of the post with regards to health and safety policy and operating procedures. To remain up to date with these procedures and requirements.
• Attend regular training and be competent in basic first aid skills and emergency procedures and implement as appropriate.
• Aim to reduce wastage and uphold our environmental values of being as sustainable as possible in all tasks.
• Assist and support other areas of the facility and/or High Life Highland with particular projects, training or in the event of holidays or sickness.
• Undertake all tasks in accordance with High Life Highland policies and procedures, including General Data Protection Regulations, health and safety procedures, relevant checks, reporting any concerns to management to ensure corrective action is taken.
• Maintain an awareness and knowledge of the risk management responsibilities appropriate to their role, as identified within the HLH Risk Policy and associated guidance documentation.
• A Disclosure Scotland PVG check is not required for this post ***