Prepared by:
Version:
Job ID:
Job Title: / Central Sales Advisor / Reports To: / Central Sales Manager
Location: / Shoreditch / Department: / Sales
Role Purpose
The purpose of the Central Sales Advisor (CSA) role is to proactively drive sales for the Central London centres. Reporting to the CSM, CSA will take field of all enquiries that will be routed to the central sales office based in Shoreditch as well as reach out to create opportunities for sales in all areas, ensuring all clubs achieve budget and above. These enquiries will be for the Docklands, Shoreditch and Vauxhall centres (plus any other centres that may be added to the CSO group).
The Essence of the Role / Key Accountabilities (in line with Balanced Score Card Model)
Operations
  • Ensure the Central Sales Office (CSO) is manned at all times throughout the agreed opening hours.
  • Administer all bookings and cancelations in line with the company policy.
  • Deal with all enquires in a professional and courteous manner, in person, on the telephone or via e-mail
  • Maintain up to date knowledge of current promotions and centre pricing, to provide information to the customers on request.
  • Keep the CSO clean and tidy at all times
  • Understand the risks when handling customer information and be aware of the policies that apply to this role ensuring compliance with them at all times.
  • Identify opportunities to maximise profitability and performance of the club and implement these initiatives and actions whilst engaging your team mates
  • Conduct daily club walks to ensure brand standards are maintained to a high level at all times
  • Ensure all systems, POS procedures and centre operational procedures are utilised and adhered to in line with company expectations
  • Understand the risks when handling customer and corporate data and be aware of the security policies that apply to this role ensuring compliance with them, setting an example for the team
  • The CSA’s will respond to all emails and phone calls relating to enquiries and will drive sales
Customer
  • Deliver ‘World Class’ customer service at all times
  • Deal with all enquiries in a professional and polite manner, in person, on the telephone or via e-mail
  • Fulfil all reasonable requests from customers to ensure their comfort, satisfaction and safety
  • Deal with challenging customers by demonstrating empathy and understanding even in the most difficult situations
  • Receive customer feedback in a calm, patient and polite manner, escalating any issues to Line Manager
  • Have sound knowledge of the central London centres in order to brief customers with the most up to date and appropriate information
People
  • Share your knowledge with the team.
  • Be involved and actively contribute at team meetings
  • Build and maintain good relationships with all team members
  • Be willing to take on jobs to balance the team workload
  • Achieve goals, attend regular reviews and support your team to achieving success
Finance / Sales
  • Ensure KPI’s are met for you personally as well as the CSO team
  • Recognise the things that drive value for Powerleague and exceed targets
  • Generate new ideas where Powerleague can make additional savings and be more cost effective
  • Deal with all enquiries, ensuring a conversion into a sale can be made through great customer experience via emails and phone calls.
  • Create awareness to drive further sales across all offerings, including Corporate Tournaments
  • Answer phone calls within 3 rings and will respond to emails within an agreed timline.
  • Follow the SOP and KPI standards set out by the CSM
  • Drive and create awareness for Corporate sales
  • Support new club openings with all aspects of sales
  • Offer the customer the best opportunity in the most appropriate club to ensure satisfaction

Role Dimensions
Financial / Non-Financial
  • Delivery of daily, weekly and monthly KPIs
  • Achievement of all income targets for the site and the Central Sales function
/
  • Customer satisfaction survey

The Output/Measure of Success
  • Customer loyalty and recommendation
  • Revenue and Profit targets consistently met

Person Specification
Competencies/ Behaviours / Technical/Professional Expertise
  • Leading Change
  • Results Focus
  • Effective Team Leader
  • Problem Solving
  • Business Acumen
  • Communicating and engaging
  • Strategic Thinking
  • Customer Dedication
  • Respect
/ Essential
  • Proven customer service skills
  • Proven Administration skills
  • Proven sales ability
  • Well organised
  • Friendly and Polite
  • Efficient
  • Self-motivated
  • Adaptable and versatile
  • Good written and verbal skills
  • Good interpersonal and social skills
  • Proven customer service and sales background
Desirable
  • Experience of achieving budgets