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.

About the role:

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.

About you:

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.

What we offer you

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

How to apply

Please complete the online application form.

For internal applications, secondment opportunities will be considered with line manager approval.

Read our guidance for further advice on completing your application.

If you have any queries or would like an informal chat about the role please contact Nicki Simpson Nicola.simpson@leeds.gov.uk

If you require any more information about this post, please email health.programmes@leeds.gov.uk

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.
This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visaroute before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Please ensure you are eligible before applying.

Job Description

Job purpose

As the first point of contact, the primary responsibility of this job is to provide excellent service to customers who are attempting to contact the service. The job holder will engage with customers, respond to their queries and provide information regarding the Active Leeds offer.

The role is vital in achieving a high quality and truly integrated service by promoting the image of Active Leeds in a positive way and fully supporting the customer.

The job holder will maintain a polite and professional manner at all time and will work to Active Leeds values.

Responsibilities

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.
Carry out operational and administration procedures and processes associated with Customer Sales Hub services.
Undertake Customer Hub duties including; handling membership queries; taking bookings and payment; responding to queries; responding to sales leads; and resolving disputes with customers; referring to the Customer Service Supervisor as appropriate.

Essential behavioural and other characteristics

Excellent interpersonal and communication skills, including face to face, telephone, web and social media.
Excellent customer service skills.
Ability to sell memberships from generated leads
Good ICT and keyboard skills
Ability to relate to people and all different age ranges
Being able to work as part of a team
Ability to be adaptable and flexible to different working environments
Ability to work with various management systems
Ability to accurately capture and record information
Understand and embrace Leeds City Council values and behaviours and codes of conduct
Committed to continuous improvement in all areas and work towards delivering the Leeds Ambitions of health and wellbeing, inclusive growth, thriving strong communities, and a resilient sustainable city
Able to understand and observe Leeds City Council policies and procedures
Carry out duties having regard to an employee’s responsibility under Health, Safety and Wellbeing
Participate in appraisal, training and development activities to ensure up, to date knowledge and skills
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding equality and diversity of Leeds City Council
Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person
Flexible and adaptable to change to assist other services as required commensurate to grade.
The Council has adopted a flexibility protocol and the role will be expected to work within these parameters

Desirable requirements

Professional in approach and appearance
An interest in health and wellbeing
Demonstrate commitment to a culture of continuous improvement
Demonstrate commitment to achieving excellence in customer care