Customer Service Advisor

Job Title:

Active Leeds Customer Service Advisor

Full time: 37 hours a week

Grade: B1 £ 26,016 - £26,847

Contract:

Permanent

Location:

John Charles Centre for Sport / localities around the City

An opportunity has arisen for the position of Customer Service Advisor within the Active Leeds Health Programmes Team.

We aim to recruit an enthusiastic and motivated individual to support people to access Active Leeds Health Programmes. Working closely with Adults and Health providers, the team delivers several community programmes providing physical activity, exercise & healthy lifestyle advice.

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.

• Supporting referrals to access funded health and wellbeing programmes.
• Support the Active Leeds Health Programmes Team by collating and processing information about referrals.
• Support with the monitoring and evaluation of the programmes.
• Deal with enquiries and booking for the Health Programmes Team.
• The successful applicant will be working in a fast-paced environment. They will be liaising with health and social care professionals to process information about referrals with health conditions. Working across the city in leisure centres and community centres, the post requires an outgoing individual who can engage with referrals on the phone, through SMS or email to make them feel at ease.
• Ensure the first impression the customer receives is welcoming and reflects the high standards of the service.
• Act as a first point of reference for customers, directing them to appropriate sources of help and information.
• Support customers in using self-service systems (where applicable) including raising awareness of activity booking and membership joining procedures as well as other online resources.
• Use the various management systems for: bookings, member joining, course enrolments, payments, debt management and sales enquires, to provide an effective Active Leeds service.
• Proactively handle & book appointments for the facilities team across all the Centres, building a great relationship with the facilities team to ensure the transition between appointment booking & centre tour/activity is easy & seamless for the prospective member.
• To deal effectively with all incoming enquiries, including telephone, email, social media and web, for the Active Leeds Service.
• Have knowledge and insight of the whole Active Leeds offer to actively engage in the promotion and upselling of Active Leeds’s membership packages.
• Record customers’ comments, compliments, and complaints to assist in identifying gaps in provision, barriers to taking up memberships, and issues with the facilities.

• Excellent interpersonal and communication skills, including face to face, telephone, web and social media.
• Excellent customer service skills.
• Ability to support referrals to access Active Leeds programmes or activities.
• Good ICT and keyboard skills.
• Ability to relate to people and all different age ranges.
• Being able to work as part of a team.

We take pride in offering the best employee experience, with benefits including:

• a competitive salary and annual leave entitlement plus statutory holidays
• membership of the West Yorkshire Pension Fund with generous employer contributions
• flexible and hybrid working arrangements subject to service requirements
• a clear career pathway and continuing professional development opportunities
• a range of staff benefits to help you boost your wellbeing and make your money go further

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly…