Job Title: Contact Centre Advisor Reports To: Contact Centre Shift Supervisor/ Customer Services Manager Responsible For: N/A 1. JOB PURPOSE AND MAIN AIMS a) To assist in the provision of a high quality, cost effective service focused on delivering the highest levels of customer service aimed at first time resolution for enquiries and bookings. 2. SPECIFIC DUTIES AND RESPONSIBILITIES a) To provide an efficient, effective telephone answering and information service for the department, deal with general enquiries and associated administration, including communications to sites b) To take bookings and payments, to carry out cash reconciliations and prepare cash for banking. c) To receive and respond to electronic enquiries and payments from members of the public using Circadian Trust’s (CT’s) Electronic Point of Sale (EPOS) system. d) Liaise with other CT departments and use other applications to assist in the answering of enquiries regarding the services available. e) To interpret, apply and disclose information in line with legislation and CT’s Guidelines in respect of the Data Protection Act. f) To ensure you understand CT’s mission statement, aims and objectives and where you fit in with this. 3. SKILLS, KNOWLEDGE & EXPERIENCE (SELECTION CRITERIA) Essential Criteria a) A minimum of 3 GCSE’s at grade C or above or equivalent. b) An NVQ Level 2 in Customer Services or equivalent relevant professional qualification; or substantial and varied customer services experience of an equivalent nature with the ability to obtain the qualification within two years. c) Experience of working in a customer service environment. d) An excellent telephone manner with the ability to maximise customer satisfaction and handle and control difficult situations. e) Ability to demonstrate a strong commitment to teamwork. f) Knowledge of IT applications (e.g. Outlook/Word / Excel) Desirable Criteria a) Experience of electronic booking systems. b) Experience of cash handling. a) Good communication skills b) Knowledge of quality management systems (e.g. Quest). c) A knowledge of the leisure industry i.e. the benefits of health & fitness g) Ability to communicate with staff and managers at all levels. 4. TRAINING REQUIRED a) Electronic Point of Sale system b) Outlook c) Call Handling system d) Cash Handling e) Delivering Customer Expectations 5. PHYSICAL EFFORT AND/OR STRAIN Working in a customer services and normal office environment. Working in a Leisure Centre. 6. SPECIAL NOTES OR CONDITIONS a) The post holder will be required to work on a shift basis. b) The post holder will be required to wear a uniform at all times whilst on duty.
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Job Title: Contact Centre Advisor
Reports To: Contact Centre Shift Supervisor/ Customer Services Manager
Responsible For: N/A
1. JOB PURPOSE AND MAIN AIMS
a) To assist in the provision of a high quality, cost effective service focused on delivering the highest levels of customer service aimed at first time resolution for enquiries and bookings.
2. SPECIFIC DUTIES AND RESPONSIBILITIES
a) To provide an efficient, effective telephone answering and information service for the department, deal with general enquiries and associated administration, including communications to sites
b) To take bookings and payments, to carry out cash reconciliations and prepare cash for banking.c) To receive and respond to electronic enquiries and payments from members of the public using
Circadian Trust’s (CT’s) Electronic Point of Sale (EPOS) system.d) Liaise with other CT departments and use other applications to assist in the answering of enquiries
regarding the services available.e) To interpret, apply and disclose information in line with legislation and CT’s Guidelines in respect of the
Data Protection Act.f) To ensure you understand CT’s mission statement, aims and objectives and where you fit in with this.
And any other duties commensurate with the grade and falling within the scope of the post, as requested by Management. Duties may change over time and you will be expected to co-operate where such changes are reasonable.
3. SKILLS, KNOWLEDGE & EXPERIENCE (SELECTION CRITERIA)
Essential Criteria
a) A minimum of 3 GCSE’s at grade C or above or equivalent. b) An NVQ Level 2 in Customer Services or equivalent relevant professional qualification; or substantial
and varied customer services experience of an equivalent nature with the ability to obtain the qualification within two years.
c) Experience of working in a customer service environment.d) An excellent telephone manner with the ability to maximise customer satisfaction and handle and control
difficult situations.e) Ability to demonstrate a strong commitment to teamwork.f) Knowledge of IT applications (e.g. Outlook/Word / Excel)
Desirable Criteria
a) Experience of electronic booking systems.b) Experience of cash handling.a) Good communication skills b) Knowledge of quality management systems (e.g. Quest).c) A knowledge of the leisure industry i.e. the benefits of health & fitnessg) Ability to communicate with staff and managers at all levels.
4. TRAINING REQUIRED
a) Electronic Point of Sale systemb) Outlookc) Call Handling system d) Cash Handlinge) Delivering Customer Expectations
5. PHYSICAL EFFORT AND/OR STRAIN
Working in a customer services and normal office environment.Working in a Leisure Centre.
6. SPECIAL NOTES OR CONDITIONS
a) The post holder will be required to work on a shift basis.b) The post holder will be required to wear a uniform at all times whilst on duty.c) The post holder may be required to provide cover for colleagues from time to time.d) The post holder will be required to undergo regular training.
Date Prepared: 1st April 2015
Effective Date: 1st April 2015
Reference:
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