Sport Fitness Receptionist - Campus ServicesGrade 3
Sport Fitness Receptionist - Campus ServicesGrade 3
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1 Vacancy
Job Description
Position Details
Campus Services Sport Business Operations
Location: University of Birmingham Edgbaston Birmingham UK
Full time starting salary is normally in the range 25618 with progression to 27126.
Grade 3
Full Time (Shifts: Late and early with alternative weekends)
Permanent
Closing date: 29 April 2025
Our offer to you
People are at the heart of what we are and do.
The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years andweare equally proud to be recognised as a leading global university. We want to attract talented people from across the city and beyond support them to succeed and celebrate their success.
We are committed to helping the people who work here todevelopthrough our sectorleading Birmingham Professional programmewhichprovides allprofessionalservices staff with development opportunities and the encouragement to reach their full potential.With almost 5000professionalservices jobs in a widerange of functionsin Edgbaston andin our campus inDubai there are plenty of opportunities foryou to be able to develop yourcareer at the University.
We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas innovation and debate.We warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we areand how we work.
Supporting our people to achieve a healthy work/life balance is important both to our employees andtothe success of the University and depending on the role we offer avarietyof flexible working arrangements. We therefore welcome discussions on all forms of flexible working addition you will receive a generous package of benefits including 40 dayspaid holidaya year one paid day a year for volunteering occupational sick pay and a pension scheme. We also have three high quality subsidised day nurseries.
The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus including main bus routes and a train station on site.On campus we have a stateoftheart sports centre with pool shopsplaces to eat and drinkour own art gallery museum and botanical gardens.
Find out more about thebenefits of working for the Universityof Birmingham
Role Summary
The Receptionist will lead on key areas of the business plan for customer service. The post holder will work to strengthen the relationships with the relevant teams within the University of Birmingham and to increase members and customer relations within the sports centre.
Main Duties
With support and guidance from the Member Engagement Manager Senior Membership Officer and Reception Team Leaders produce and implement plans for customer relations and daily operational duties (based on the UBSport Member and Member Engagement plan) to effectively promote UBSport services programmes facilities and events.
Customer Service
- Welcoming customers of the Sports Centre
- 100 product knowledge
- Deal with customer enquiries on a daily basis either face to face responding to emails telephone and written enquiries
- Deal with difficult customers and situations with the assistance of the duty manager/team leader if required
- Respond to customer feedback and record all communication
- Deliver excellent customer service at all times.
- Fulfil all reasonable requests from customers to ensure their comfort satisfaction and safety
- Responsible as a first aider whilst on duty
- Assist with membership enquiries when the sales or membership team are not available
- Issuing and returning oflocker keys to members who require them and recording relevant information on the member database
- Complete renewal of memberships where required
- Handling of cash and card payments for membership bookings item purchases and rental fees
- Coordinate the hiring of equipment
- Liaise with members regarding ongoing promotions
- To take photographs of new members with a web camera and issue membership cards from a card printer that is linked to the member database
- Management of customer access to facility
- Health and Safety Responsibilities and EAP procedure awareness
Operational duties
- Administrative support to all departments where required
- To reconcile at the end of a shift by calculating and recording all transactions to include till and PDQ machine totals
- System management (Gladstone)
- Advise on booking and membership procedures
- Record facility bookings
- Coordinate with all departments within the sports centre regarding current promotions
- Radio system management
- Daily collection and distribution of post (internal and external)
- Record incidents and accidents within the facility where required
- Management of all deliveries and collections within the sports centre
- Assist with the lost property procedure
- Report any maintenance issues immediately to duty manager including all furniture fittings and equipment
- Ensure Reception and the surrounding area neat andtidy at all times particularly at the end of each shift
- To replenish a stock of timetables membership packages and courses for members
Other duties
- Support UBSport to promote services and facilities delivering University Open Days and other events
- Participating in Personal Development Reviews One to Ones and Team briefings on a regular basis in order to aid performance monitoring
- Assisting with training other departments on reception procedures
- Assisting with training and management of UBSport Brand Ambassadors where required
- Reception inventory and stock management
- Wear uniform when provided and be of a smart appearance at all times
Any other duties that could be within the banding of this post where assistance is required.
Required Knowledge Skills Qualifications Experience
Essential
- Experience of front of house operations
- Excellent customer service skills and resolving conflict
- Experience of working within the leisure industry
- Excellent writing and communication skills
- The ability to work unsupervised
- The ability to think creatively in approaching solutions and identifying opportunities
- The ability to use initiative to drive a project forward
- The ability to manage own time and work on multiple projects simultaneously prioritising workload
- Friendly and approachable
- Commitment to flexible hours including working outside normal office days and hours
- Flexibility with holiday requests during busy periods
- Computer literate including the use of Microsoft Word and Excel Publisher
- Ability to work as part of team
Desirable
- Educated to A Level or equivalent professional qualification in Customer Service within Hospitality
- Knowledge of the Sport and Fitness industry
- Able to deal face to face with customers
- Experience of working in a fast passed environment
- Responds appropriately & cooperatively to change challenges & conflicting demands
- Strong numerical skills
- Experience of using a till and cashing up
- First Aid at Work Qualification
Dimensions
- Understands and can follow complex administrative procedures and support systems based on work experience in the organisation or elsewhere
- May have formal vocational qualifications but knowledge is also founded on substantial practical experience
- Knows and understands context of office and how it interrelates with the wider University
Planning and Organising
- Has access to advice but extensive work without supervision
- Prioritises own workload
- Initiative and independence required to react to changing priorities
Problem Solving and decision making
(i) without reference to others
- Implementation of general UBS policies and procedures.
- Health & safety issues / incidents of a moderate nature that need further investigation.
- Can identify problems from past practice or coaching from colleagues
- While there are still clear general processes and procedures problems arise which call for choice based on an element of judgement
- Solutions to problems are mainly clear from received practice or precedent but there is some scope for choice and judgement
(ii) after consulting others
- Minor project delivery.
- Decisions having wider implications on the local team.
- Any serious / major health & safety incidents or concerns.
(iii) or that would be referred to someone else.
- Any major financial commitment/purchase
- Incidents of a major disciplinary nature
Internal and External relationships
- As a key communications point generally answers enquiries & handles issues from initial contact to resolution
- Has contact with members students staff and community
- As senior member of team expected to set a tone in communications for the work
- Both receives and handles enquiries which require a factual response and explanation or reference on to others.
Informal enquires to Mandy Griffiths email:
View our staff values and behaviourshere
Valuing excellence sustaining investment
We value diversity and inclusion at the University of Birmingham and welcome applications from all sections of the community and are open to discussions around all forms of flexible working.
Employment Type
Full-Time
