JOB TITLE: Customer Relations Manager

HOURS:  25 hrs per week

 

SALARY: £14,300

 

REPORTING TO: Centre Manager

DIRECT REPORTS: 3

 

JOB DESCRIPTION

To manage the front of house personnel, processes and procedures to provide continuity of customer service. To work closely with the Operations Manager to ensure that both teams are fully aware of how to deal with all customer enquiries and interactions. Ensure reception is always covered during Centre opening hours. 

Create, promote and grow the provision of services and fundraising activities within the Allendale. Organise and manage WDCA community and fundraising events.

Manage all confirmed bookings to ensure that all customer requirements are met in a professional and timely manner.  Ensure the online booking system (Hallmaster) is always correct and up to date.

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

Ensure that all users of the Allendale Centre receive a high level of customer service and that the Charity’s aims and objectives are always promoted positively.

 

KEY ROLES

Managerial Tasks and Responsibilities

  • Create and maintain written procedures for all processes involved in customer bookings, including but not limited to:

    • Initial customer enquiry, including pricing

    • Booking form completion

    • Deposit processing

    • Booking form processing

    • Finance notification for invoicing

    • Confirmation of payment

    • Cash management

  • Maintain all appropriate forms required for customer enquiries and booking procedures, ensuring sufficient availability. This includes but is not limited to:

    • Event booking forms

    • Regular hirer booking forms

    • Terms & Conditions

    • Fire regulations

    • Compliance forms

    • Specific activity booking forms

  • Ensure all employees who could have contact with customers are trained and aware of all relevant procedures

  • Work closely with the Operations Manager and Finance Manager to create processes to ensure a smooth flow of information between teams where necessary

  • Create KPIs and action plans for staff to ensure workloads are being completed in line with individual job descriptions

  • Monitor KPIs on a pre-agreed regular basis and adjust action plans where necessary to improve performance

  • Provide regular reports to Centre Manager on team performances, with suggestions of ways to improve and enhance customer service levels where appropriate

  • Provide cover for Operations Manager as and when required

  • Work with Operations Manager to complete weekly staffing rotas, ensuring all required opening times are covered for confirmed bookings.

Front of House Management Tasks and Responsibilities

  • Review and approve all booking forms received, ensuring all data has been processed in Hallmaster and costings provided are correct

  • Provide approved booking confirmations to Finance Manager for processing

  • Communicate and coordinate customer requirements with other team members, including but not limited to:

    • Technical (Operations Manager)

    • Storage (Operations Manager)

    • Room setup and equipment (Operations Manager)

    • Marketing and Promotional (Marketing & Events Administrator)

    • Café and Bar (Café & Bar Manager – currently Brian Harries)

    • Catering (Café & Bar Manager – currently Brian Harries)

  • Handle and resolve customer complaints

  • Manage stocks of general stationery and Wobble Room required items, ordering as required

  • Assist Finance Manager as required with Credit Control

Wobble Room Tasks and Responsibilities

  • Provide monthly reports to the Centre Manager on the facility's attendance

  • Create a marketing strategy with measurable targets to increase membership levels

  • Implement and manage agreed marketing solution

  • Ensure the facility is maintained to a high standard, including meeting all required health and safety legislations

Community Events and Activities

  • Assist the Centre Manager to create, promote and grow the provision of services and fundraising activities within the Allendale, including but not limited to:

  • Lunch Club

  • Film Club

  • Community breakfasts

  • Children’s activities

  • Open days

  • Craft Fairs

  • Tabletop sales

  • Quiz nights

  • Bingo nights etc.

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

  • managerial experience

  • knowledge of customer service principles and practices

  • knowledge of relevant computer applications – Word, Excel

  • knowledge of social media applications

Key Competencies and Skills

  • communication - verbal and written

  • interpersonal & listening

  • problem analysis and problem-solving

  • attention to detail and accuracy

  • time management

  • team collaboration

  • data collection and ordering

  • customer service orientation

  • adaptability

  • initiative

  • stress tolerance