Overview

Do you strive to consistently deliver great customer service every time; whether it’s face to face, over the telephone, by email or online?

If you are passionate about customer service, then this exciting opportunity is designed for you!

Job purpose

Consistently deliver great customer service to every member every time, face to face, over the telephone by email and online. Proactively ensure that our members feel welcomed and valued and enjoy every visit. Promote LED memberships and centres in line with brand standards.

Hours available – Sunday’s 8:45am – 2.30pm

Job application form

    Key responsibilities

    Deliver high levels of customer service in line with LED’s Customer Service Guidelines.

    Provide a warm welcome to all members, demonstrating a positive and professional attitude.

    Without our members we have no business!

    Go out of your way to say hello to all members

    Greet members with enthusiasm, however long the queue, however tired you may feel or whether they are your first or last of your shift

    Proactively go out of your way to help customers

    We need to know what customers think, so ask them! How was your workout or swim today?

    Say goodbye when members leave

    The above may seem obvious, but do not underestimate the positive impact these will have

    Maintain familiarity with centre activities, facilities and offers. You will feel more confident and be able to effectively deal with more member questions

    Oversee the usage of the centre by all organisations and individuals.

    Undertake administration responsibilities, including point of sale/cashing up procedures, bookings, membership sales and administration together with general enquiries.

    Adhere to the LED telephone answering protocol: Good morning/Good afternoon/Good evening, thank you for calling [name of leisure centre], [name of staff member] speaking, how can I help?

    LED may record (audio) conversations and interactions to assist with training. The content of any recordings will remain confidential to the individual concerned and only be made available to relevant members of the team, such as line managers, membership advisers, the Head of Operations etc.

    Supported by your line manager and the membership advisor and/or group membership sales manager, adhere to and maintain familiarity with the LED Membership Sales Guide, in particular;

    Effectively manage all enquiries, including walk-ins, telephone, email (and web/digital as required)

    Ensure all data is captured and entered on to GymSales for walk-in and telephone enquiries.

    Update the required systems when dealing with enquiries e.g. Guest Sign in app and GymSales

    Where necessary carry out Centre tours to all prospects and give advice on membership options.

    Convert sales prospects and ensure the correct set up of memberships.

    Monitor GymSales throughout the day and react to all new enquires that come in to Centre.

    Maintain knowledge of the various membership products

    Go above and beyond – help members efficiently; where this is not possible, endeavor to pass on to a colleague or inform the customer you will find out and get back to them.

    Administer associated membership documentation, welcome packs, guest passes etc.

    Assist colleagues to maintain health and safety and cleanliness of the centre e.g. patrol checks.

    To help with all of the above, attend meetings, training and one-to-one reviews as required

    Skillgate compliancy – ensure all training is completed and kept up to date

    Essential Skills and Qualifications

    Positive and outgoing personality

    Evidence of practical experience in one or more areas of activities in the key responsibilities

    Ability to communicate clearly (orally and in writing)

    Good Telephone Manner

    Desirable Skills

    Previous experience in a customer service environment

    First Aid Training

    All employees have the following activities included in their job descriptions;

    Support and promote our ‘Vision and Values’, leading by example.

    Contribute to our performance by participating positively in your PDR, service planning and the team meeting process

    Ensure we offer a customer focused service to help achieve continuous improvement and innovation

    Recognise your role in forming constructive relationships, to help promote positive communication across the organisation.

    Act as an ambassador for LED.

    Attend meetings as required during working hours, or with a minimum of 24 hours’ notice for out of hour’s meetings.

    Take responsibility for any paperwork that a customer has filled out, making sure this is filed away under the General Data Protection Regulation 2018 (GDPR).

    Comply with LED’s Constitution, policies and procedures.

    Perform any other relevant activities, commensurate with the grading of the post, as required by your Manager.

    As a Front of House Team Member, you will have access to the following benefits;

    Gym and Swim Membership

    My Staff Shop Employee Benefit Scheme

    Employee Assistance Programme & Counselling

    Self-development Online Training

    Flexible Working

    Pension Scheme

    Staff Perks Discount Card

    Voluntary Health Cash Plan

    Shout Out Award Scheme

    Uniform

    Free Bowling for Team Member & their household at Ocean

    Free Soft Play for dependents of Team Members at Ocean

    We actively encourage job applications from all members of the community. We are committed to equal opportunities in employment and service delivery and we are only interested in your ability to do the job.

    Our Vision & Values

    Our Vision: To be the community leisure provider of choice

    Our Values:
    Opportunities We will provide enjoyable, active, healthy & enriching opportunities that are inclusive to all members of our community.

    Our Customers We will work with our customers to continuously improve our service, facilities & activities.

    Our Team We will empower and invest in our team to meet customer and business needs.

    Sustainability We will work with all stakeholders to ensure business and environmental sustainability.

    Sidmouth Swimming Pool

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    Please call the workplace contact or phone numbers during the day.

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