JOB TITLE: Customer Relations Administrator

HOURS: 16 hrs per week

1pm – 5pm Tuesday – Friday

(plus holiday cover and occasional Saturday cover)

 

 

SALARY: £7,904

 

REPORTING TO:  Customer Relations Manager

DIRECT REPORTS:  No direct reports

 

JOB DESCRIPTION

Covering the reception desk, provide a first point of contact for customers of the Allendale Centre, either in person, on the phone or via email. Deal with all incoming enquiries regarding venue hire, including availability, services and pricing.  Ensure all transactions are accurately recorded and kept up to date. Maintain an up-to-date bookings diary and online booking system. Build and maintain relationships with regular customers by ensuring prompt and accurate service is provided to promote customer loyalty.   

Manage enquiries and memberships for the Wobble Room, including holding induction sessions. Ensure membership records are maintained and updated appropriately. 

Be proactive in bringing new groups and activities into the Allendale. Actively promote the Centre’s facilities and events during all customer communications. 

Ensure high level of customer service is always provided to all Centre users and that the Charity’s aims and objectives are always promoted positively.

 

 

KEY ROLES

Main Job Tasks and Responsibilities

Front of House Tasks and Responsibilities

  • Deal directly with customers either by telephone, electronically or face to face

  • Respond promptly to customer enquiries

  • Handle and resolve customer complaints

  • Obtain and evaluate all relevant information to handle booking and service enquiries

  • Provide pricing information including quotes for required facilities usage

  • Provide all necessary information to customers in a positive manner, including promoting services and facilities that the customer may not be aware of

  • Process all bookings – including provisional – into the diary and online as appropriate

  • Organise workflow to meet customer timeframes

  • Keep records of customer interactions and transactions

  • Record details of inquiries, comments, and complaints

  • Record details of actions taken

  • Maintain customer databases

  • Manage front of house administration

  • Follow up on customer interactions

  • Provide feedback on the efficiency of the customer service process

  • Ensure all customers are aware of their health and safety obligations and are following necessary guidelines correctly

  • Provide holiday cover as required (hours between 9am and 5pm Monday to Saturday)

 

Wobble Room tasks and responsibilities

  • Manage appointments for induction training

  • Complete induction training when required or train and assist a volunteer to complete inductions as appropriate

  • Maintain membership and attendance records

  • Be proactive in promoting the facilities and work closely with the Customer Relations Manager to find ways to increase membership numbers

  • Cash Handling

  • Ensure all cash received at reception is accurately recorded and passed to Finance Manager

  • Record credit card payment details and pass receipts to Finance Manager at the end of each day

 

General tasks and responsibilities

  • Ensure the reception area of the Allendale is always clean and clear of obstructions, including putting out wet floor signs and sweeping the foyer when required

  • Exercise a high level of discretion in dealing with personal and confidential information

  • Attend training courses when required and complete all the appropriate Health & Safety requirements for the role

  • Assist when required with any other matter that would facilitate the smooth running of the Allendale Community Centre, or as may reasonably be required by the Senior CRO, Centre Manager or Management Committee

  • Ensure that Health & Safety issues and all WDCA policies are strictly adhered to at all times

 

No job description can be entirely comprehensive, and the job holder will be expected to adapt and carry out other duties as may be required from time to time, on the understanding that those duties will be within the individual’s remit and capability, and consistent with the status and responsibilities of the role within the organisation.

 

Education and Experience

  • 5 GCSEs including English and Maths, or equivalent

  • knowledge of customer service principles and practices

  • knowledge of relevant computer applications – Word, Excel

  • Knowledge of social media applications

Key Competencies

  • interpersonal skills

  • communication skills - verbal and written

  • listening skills

  • problem analysis and problem-solving

  • attention to detail and accuracy

  • data collection and ordering

  • customer service orientation

  • adaptability

  • initiative

  • stress tolerance