North Warwickshire Leisure Services

NORTH WARWICKSHIRE LEISURE SERVICES

JOB DESCRIPTION

Division:Leisure & Community Development

Post:Receptionist

Responsible to:Leisure Facility Manager

Responsible for: Nil Staff

Works with: Officers in other departments, members of the public, schools

and community groups, contractors and visitors.

Safeguarding:
All staff at North Warwickshire Borough Council are required to positively contribute to the Borough Council’s responsibility to safeguard and promote the welfare of children, young people and adults with care and support needs. It is their professional duty to be aware of the signs and symptoms of abuse and, in accordance with the Child Protection Policy and the Safeguarding Policy for Adults with Care and Support Needs, to respond appropriately to any Identified concerns
Special Conditions:

DBS Disclosure satisfactory to North Warwickshire Borough Council

Overall Purpose of the Position

To provide information, advice, and front line customer service for the public and visitors to the facilities. To undertake cash receipting, to control and process admissions and carry out general administrative support as required in order to achieve the objectives and targets of the Division.

Principle Responsibilities

i.Dealing with Enquiries

ii.Cash Handling

iii.Operate computerised management system

iv.Security of Money and Stock

v.Administration

vi.Health and Safety

vii.Training, Development and Professionalism

viii.Other Duties

Job Activities

Dealing with enquiries

a)To act as the first point of contact for members of the public; responsible for providing an efficient and effective reception service, managing queues and ensuring customers receive up to date and relevant information

b)To answer the telephone and deal with calls appropriately.

c)To deal with &, resolve where appropriate, initial complaints and comments from members of the public in line with Customer Care and Leisure Centre procedures.

d)To ensure adherence to the Leisure Centre admissions policy.

e)To control admissions by monitoring access to the building.

f)To always be polite, friendly and diplomatic thus ensuring a high level of customer care and good public relations.

g)Pass on enquiries / problems beyond your level of responsibility or knowledge to the Duty Manager.

Cash Handling

a)To process cash and cheque payments made by the public, dealing with postal remittances, petty cash, debit and credit card payments and issuing receipts where required.

b)To adhere to Leisure Centre procedures, financial regulations and audit requirements.

c)Account for cash floats at the start and end of each shift and be responsible for the funds during the shift.

d)Prepare the Till before opening of the facility.

e)Cash up the Till at the end of the shift in line with procedures. Assist the duty manager in ensuring that daily takings are balanced and recorded, and any anomalies accounted for. To be a dual signatory for the reconciliation.

f)To process direct debit instructions and to liase with the finance department as necessary.

Taking Bookings

a)Take bookings for facilities and activities and complete booking forms and paperwork. Check all forms are properly signed and completed when returned by the customer.

b)To be competent in the use of the management information system.

c)To sell tickets for activities and events as required.

Security of Money and Stock

a)Ensure the security and take responsibility for the cash in the Till and safe.

b)Control access to the reception area to designated staff only.

c)To assist the duty manager in the supply and control of resale stock and other associated items. To fill machines and replenish stock as required.

d)Only hand out keys to designated staff.

e)To report any cases of suspected fraud to the Senior Anti Fraud Officer

Administration

a)Enter customer details onto membership database.

b)Administer the correspondence, bookings and paperwork concerning the coaching and tuition programme.

c)Undertake clerical and typing duties where appropriate.

d)Ensure effective communication, both written and verbal, with colleagues.

e)Check the payments of invoices and fees for hirings.

f)Reorder administrative paperwork, stationary and activity leaflets.

g)Issue and record ‘Activecard’ sales.

h)Deal with correspondence by completing the post book and dispatching letters appropriately.

i)Undertake photocopying and fax transmissions as required.

j)Maintain the filing and recording systems.

k)Use the computerised systems in the way in which you have been trained.

l)To uphold the processes relating to goods received

m)To maintain supplies and displays of information leaflets about public services, making them available to enquirers as requested.

n)To carry out any duties and responsibilities required under the Data Protection Act 1998, in particular, to take all reasonable care that no unauthorised loss or disclosure of personal data occurs.

o)Encourage the public to comment, participate in surveys and feedback information on services in order to improve service delivery.

Health and Safety

a)Follow all Health and Safety, emergency and Leisure Centre procedures at all times.

b)To uphold the facilities visitor and contractor procedure.

c)To ensure the reception area and foyer is maintained in a tidy and suitable state to provide the right environment for visitors to the leisure facility.

d)Use all cleaning equipment and chemicals as directed, according to Centre Procedures and COSHH regulations. Ensure all chemicals are labelled and stored correctly when used.

e)To wear appropriate Personal Protective Equipment at all appropriate times and to inform the Duty Manager of any missing, defective or dirty Personal Protective Equipment.

f)Undertake safety checks if required.

g)Follow manual handling guidelines if lifting or carrying.

h)To be aware of Health and Safety legislation and, so far as is reasonably practicable, ensure compliance with the Health and Safety at Work Act, and the Council’s Safety Policy.

Training, Development and Professionalism

a)To undertake training in all systems necessary to complete the role.

b)Always carry out your duties in a professional manner.

c)Be presentable and of smart appearance at all times. Always wear your uniform and name badge.

d)Undertake an annual appraisal and review.

e)Develop and maintain good working relationships with your colleagues in order to promote effective teamwork.

Other Duties

a)Shift patterns may be changed with due notice in order to satisfy the requirements of the service’

b)To undertake other duties not specified above, which are appropriate to the grading and nature of the post.

c)To work at other facilities within the Division as required.

d)In the fulfilment of all duties and responsibilities, to recognise and address the importance and implications of Equal Opportunities.

Agreed by:------Date:------

Receptionist

Agreed by:------Date:------

Divisional Officer