Customer Service Supervisor in Bangor

We are seeking a full-time, permanent, Customer Service Supervisor to supervise and manage front of house service to all visitors, University students and staff. You will have experience of providing excellent customer service as well as good IT and administration skills. You will work well in a team and have good interpersonal and communication skills as well as the ability to work on your own initiative. Applicants should have a minimum of 5 GCSEs at grades A* - C (incl. English and Maths) or NVQ level 2 in a relevant subject area or equivalent experience of working in a customer care area with experience of being the first point of contact. The successful candidate will be expected to start as soon as possible. The ability to communicate in Welsh is essential for this post. This post is subject to a satisfactory enhanced Disclosure & Barring Service check. Applications will also be considered to carry out this role on a part-time or job share basis.

Purpose of the Job

To provide a customer focused front of house service to all University visitors, students and staff.

Main Duties and Responsibilities

• Manage sports centre front of house rota with annual leave and sickness cover.
• Responsible for implementing training program for full time and casual staff.
• Managing direct debit and staff salary membership schemes.
• Managing all aspects of front of house system, issues or new online software developments.
• Working with management team to improve and develop front of house services leading on technology changes or updates with software.
• Provide a warm welcome to all visitors, staff and students, offering a customer focused service both via face-to-face and telephone interactions, through the medium of Welsh and English.
• Deal with all enquiries and provide relevant information, where appropriate directing these communications to the correct department/ staff member.
• Make decisions about requests, complaints and emergencies.
• Exercise judgement in taking appropriate action, where necessary elevating issues to a supervisor/ manager.
• Carry out clerical tasks such as typing, photocopying, filing, use of email and data entry.
• Develop an understanding of all front of house services in the University (Brailsford, Pontio, Main Arts) in order to provide cover in any location.
• Be responsible for using a range of specialist booking systems and to provide support to new staff enabling them to use these systems effectively.
• Capturing customer information in accordance with the Data Protection Act.
• Be responsible for taking payments, making customer refunds and daily cashing up/ preparing banking.
• Collect and collate customer feedback as requested by managers.
• Where appropriate, seek opportunities to upsell and cross sell products and services.
• Make suggestions on how services could be improved for both the internal and external customer.
• When required assist with the setup of events and brief volunteers.
• Provide a reception service and support for conferences and large events.
• Provide data reports on membership and court sales.
• Provide support with departments marketing and promotion of its products.
• Carry out any other duties as required by the line manager that are commensurate with the grade.

Other Duties And Responsibilities

The post holder will be expected to participate in performance review and developmental activities. The post holder will be expected to comply with the University equal opportunities policies, Dignity at Work and Study Policy and the University's Welsh Language Policy and the Welsh Language Standards. The post holder has a general and legal duty of care in relation to health, safety and wellbeing and must take all reasonable steps to ensure a safe and healthy working environment for him/her self and for other members of staff, students and visitors affected by his/her actions or inactions. The post holder is also required to comply with all applicable health and safety policies, procedures and risk assessments. The post holder must comply with relevant legal and financial policies and procedures and be aware of their responsibilities in terms of the legal requirements of their posts.

Person Specification

Qualifications/Training

Essential: Minimum of 5 GCSEs at grades A* - C (incl. English and Maths) or NVQ level 2 in a relevant subject area or equivalent experience of working in a customer care area with experience of being the first point of contact.

Desirable: NVQ level 3 in a relevant subject area, ECDL Certificate, First Aid qualification.

Experience/Knowledge

Essential: Experience of working in a busy reception, box office or call centre office environment.

Desirable: Experience of working within a Sports Centre or Higher Education environment. Experience of working with box office systems/ software.

Skills/Abilities

Essential: Excellent customer care skills. Good IT skills, including familiarity with Microsoft Office applications (Teams, Word, Excel etc). High quality communication and interpersonal skills, and the ability to communicate effectively both verbally and in writing. Ability to develop effective relationships with colleagues and customers. Ability to work effectively as part of a team. Excellent organizational skills and ability to handle a varied workload. Ability to input data accurately and pay attention to detail. Ability to work independently and work on own initiative.

Desirable: Experience of selling over the phone and face-to-face.

Other

The ability to speak Welsh fluently and carry out tasks such as writing emails in Welsh to a variety of audiences, is essential for this post.

General

The University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds. We strive to develop a workforce from all sections of the community regardless of sex, gender identity, ethnicity, disability, sexual orientation, trans identity, relationship status, religion or belief, caring responsibilities, or age. We promote and facilitate the use of the Welsh language through our progressive Welsh Language Policy. We comply with the Welsh Language Standards and are committed to equality of opportunity. You are welcome to apply for any job in English or Welsh and all applications submitted will be treated equally. We are a member of Advance HE's Athena SWAN Gender Equality charter and hold a Silver award in recognition of our commitment to and progress towards gender equality within the University's policies, practices, and culture. We are proud to be a Disability Confident employer. All members of staff have a duty to ensure their actions are in line with the overall environmental aims of the University and minimise their environmental impact. All offers are made subject to proof of eligibility to work in the UK and receipt of satisfactory references. We have a legal responsibility to ensure that you have the right to work in the UK before you can start working for us. When you apply for this post you will be required to explain the basis upon which you believe you will be able to live and work in the UK legally on the commencement date of the role should your application be successful. If you do not have the right to work freely in any position in the UK already, any offer of employment we will make to you will be subject to you obtaining a right to work visa.

This post is subject to a satisfactory enhanced Disclosure & Barring Service check.