JOB TITLE: - Motorpoint Arena Nottingham



|JOB TITLE: |Customer Experience Coordinator |

Job Description

|Department: |Public Skating |

|Line Manager: |Operations Manager |

|Hourly Rate |£7.38/£7.83 |

|1) |JOB PURPOSE |

Job Purpose

Using strong customer service skills, you will issue rental skates and advice on fitting, and provide advice and assistance to our customers, ensuring that all visitors to the National Ice Centre receive a world-class quality service.

|2) |KEY DUTIES AND RESPONSIBILITIES |

Generic Responsibilities

1. Excellent time-keeping

2. World Class customer service skills & experience

3. Ability to communicate effectively with a diverse range of people

4. Flexible and proactive attitude towards work

5. To provide a warm welcome, enjoyable visit and a fond farewell

6. Ability to work alone or as part of a team

7. Ability to work well under pressure in a busy environment

8. Be willing to self-learn and develop new skill.

9. Have the desire to progress within the NIC

10. Support the NIC and Arena brand

11. Willingness to provide first-aid treatment upon completion of training

12. Ability to work to complete tasks set and to deadlines

Specific Responsibilities

1. Follow all NIC procedures such as financial regulations, staff standards, health and safety and fire evacuation.

2. To provide a warm welcome, enjoyable visit and bid a fond farewell to each customer

3. Be approachable and respectful

4. Be confident outgoing and committed to the NIC and all out customers

5. Ensure that all customer leave having had a wonderful experience and wishing to return

6. Have a positive, proactive and outgoing attitude towards all tasks

7. Be willing to learn and develop new skills and progress within the NIC

8. Always host and operate public skating sessions, parties and activates to the highest standard.

9. Show sensitivity, empathy and provide care during potentially emotional situations.

10. Provide a safe environment for all customers, families, staff and children

11. Assist the public in resolving queries and issues, and if unable to resolve yourself report to the Assistant Operations Managers or Operations Assistants.

12. Continually provide World class customer service at all times and to all visitors of the National Ice Centre

13. Maintain a presence at all times during a public skating session, to ensure the security and wellbeing of our users.

14. Go above and beyond to ensure customers’ expectations are exceeded

15. To be ready and in position with the right equipment at the start of your shift at the agreed time.

16. To ensure customer and / or colleague confidentiality is maintained where appropriate at all times.

17. To be smart in appearance, wearing the correct uniform and to respond to customers / colleagues in a polite and professional manner at all times.

18. To report absence from work through illness or injury as outlined in the National Ice Centre Absence Policy. Ensuring that any absence due to illness or injury is reported directly to the Manager on Duty, the Control Room or to the HR Team.

19. To request time off / annual leave using the correct forms and to provide a minimum of 14 days’ notice.

20. To complete all daily tasks and allocated jobs within the agreed timescale and to the required standard.

21. To take an appropriate length break that is at a conveniently agreed time when working 6 hours or more.

22. Maintain a professional radio etiquette.

23. To attend all Public Skating team meetings.

24. To attend all training courses related to the role.

25. To spot potential talent and assist in providing a path way to progression.

26. To uphold the security and safety of venue in line with security procedures.

27. To provide basic advice and guidance for customers about all aspects of skating.

28. To host birthday parties, welcome sessions, parent and toddler and customer tutorials in a fun and enjoyable manner.

29. Ability to upsell NIC and skating related products and ice sport activities where appropriate

Hours of work

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|3) |HEALTH & SAFETY, CUSTOMER CARE AND EQUAL OPPORTUNITY STATEMENT |

All staff are expected to maintain high standards of customer care, to uphold the Equality and Diversity Policy and Health & Safety standards, and to participate in training activities necessary to their post.

|4) |OTHER DUTIES |

This is not a complete statement of all duties and responsibilities of this post. The post holder may be required to carry out any other duties as directed by a manager. The responsibility level of any other duties should not exceed those outlined above.

|5) |POST TITLE, AND NUMBER OF ANY STAFF SUPERVISED BY THE POST HOLDER |

Customer Experience Coordinator. This post does not supervise any other roles.

This is not meant to be a definitive list of posts supervised by the postholder, and there may be a requirement, in the future, to manage or supervise additional staff according to the needs of the business.

|JOB TITLE: | |

Person Specification

|Department: |Public Skating |

|Line Manager: |Operations Manager |

|Hourly Rate |£7.38/£7.83 |

|AREAS OF RESPONSIBILITY |REQUIREMENTS |MEASUREMENT |

| | |A |T |I |

|E.g. Experience & Knowledge |Customer Service Experience |( | |( |

|Safe Guarding |Basic Safeguarding knowledge and training | |( | |

|(Specific Roles) | | | | |

|Customer Focus |Ability to communicate with a diverse range of customers |( |( |( |

| |Ability to upsell |( | |( |

|E.g. General |Skating Knowledge or/and ability to skate | |( |( |

|Equality and Diversity |Must demonstrate an awareness of equality issues, and a commitment | |( |( |

| |to the implementation of the National Ice Centre Equality and | | | |

| |Diversity Policy. | | | |

| |Ability to challenge discriminatory behaviour. | |( |( |

A = Application

T = Test

I = Interview

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