Post:Customer Service Assistant

Job Description

Grade:£7.50ph, Annualised Hours 850 per annum (average approx 16hpw)

Responsible for:n/a

Responsible to:TouchBase Centre Manager / Deputy Centre Manager

Description of the role

As a Customer Service Assistant at TouchBase you will be a vital part of ensuring we provide a warm welcome to everyone who comes into the building. The majority of your time will be spent serving in our Hive Café, but you will also work flexibly to cover the Reception desk, and to assist on events as a Steward or Catering Assistant.

Key Duties and Responsibilities

Core Responsibilities

These apply to all duties within the role.

Act as an enthusiastic ambassador for TouchBase Pears, and for Sense.

Demonstrate consistent high standards of customer service to all, adapting your communication style appropriately to different customers.

Always be warm, welcoming and approachable.

To undertake training and be confident to deliver a key role in an evacuation scenario, acting appropriately to the role you are allocated at the time.

To be vigilant at all times and know the lines of communication and emergency procedures, taking appropriate action to ensure personal safety and security as well as that of customers and colleagues.

Take professional pride in how you look and how your working environment looks, and ensure that high standards of personal hygiene and cleanliness are maintained.

Have a thorough working knowledge of all our facilities, services and products, taking any opportunities to promote these.

Help all TouchBase visitors find their way around and get the most out of their visit.

Be well-informed about a wide variety of access needs and develop confidence in assisting people as needed.

Pro-actively approach visitors to offer assistance, in a relaxed and welcoming manner.

Always look to find a solution to a problem and focus on the best outcome for the customer.

Actively seek customer feedback, provide a sufficient response and pass on appropriately.

Always look for ways to improve and actively feedback constructive ideas.

Support each other and the whole TouchBase team to work together to deliver an outstanding experience, whatever the purpose of someone’s visit.

To work flexible hours, including early mornings, evenings and weekends as needed to cover activity in the building.

Café Responsibilities

To keep displays fully stocked and looking attractive to maximise sales opportunities, confidently and proactively selling all menu items.

To be trained in Barista skills and use this to make and serve a high standard of hot drink to customers.

To serve prepared or simple ‘grab and go’ menu items to customers.

To maintain excellent standards of food hygiene and to undertake any necessary qualifications.

To report stock deficiencies, inferior products, losses and spillage to Supervisors.

Ensure all stock is stored appropriately and used in rotation.

Ensure eating areas are presented to high standards so that customers enjoy a comfortable and welcoming environment.

To be well-informed about café menu items including allergens.

To up-sell where appropriate to maximise café income.

To undertake training in the specific needs of the individuals Sense supports as regards food and eating, and to support these needs wherever possible.

To manage money efficiently, operating till systems and assisting with the reconciliation of stock and monies from all sales as required.

Reception Responsibilities

To support the core TouchBase Reception/Admin team to provide an excellent service, including:

To provide a point of contact for all customer enquiries, comments and complaints and deal with them efficiently, calling the duty manager for support when needed.

To ensure the reception desk is visibly manned by a minimum of one person at all times, arranging other duties within the team and calling in the duty manager to assist as needed.

To have a good working knowledge of the Artifax system (room and event bookings) – training will be provided - and to produce and send any necessary reporting.

To control entry to the car park.

To ensure the stationary cupboards on the ground and first floors are well-stocked, and to communicate any low stock to the appropriate team member.

To greet visitors and escort them to the relevant waiting area and inform the relevant parties of their arrival.

To provide day to day management of the door entry system, CCTV, the intruder alarm and the fire alarm system.

Event Steward Responsibilities

These will vary widely according to the type of event but may include:

Checking tickets and monitoring entrances to the auditorium, including seating latecomers.

Directing and welcoming guests/customers/clients.

Assisting colleagues with room set-up and reconfiguration and moving equipment or furniture as necessary.

Catering Assistant Responsibilities

To serve on the Buzz Bar, pouring, serving and where appropriate selling drinks including alcoholic beverages.

To have an understanding of licensing requirements regarding age appropriate provision of alcohol and to at all times uphold these.

To serve food from a buffet or tray, replenishing as needed and providing a smooth, efficient and friendly service.

To undertake any other duties as may be reasonably required for the efficient running of the public-facing services at TouchBase Pears

Person Specification

This section outlines the experience, knowledge, skills and abilities the job holder needs in order to fulfil the requirements of the post. Essential criteria are those which the job holder must have in order to do the job. Desirable criteria are those qualities that would be either useful, or an advantage or those which the jobholder can be trained to do.

Please use the ‘additional information’ section of the application form to evidence how you meet the essential criteria as well as how your practice reflects the I statements.

Education and Training
Essential Criteria / Desirable Criteria
n/a / n/a
Achievements and Experience
Essential Criteria / Desirable Criteria
Customer service experience in a high volume environment (professional or voluntary) / Experience of working with people that are disabled
Bar/Café/Catering experience
Skills & Abilities
Essential / Desirable
Honesty, punctuality and reliability / Basic British Sign Language
Excellent communication skills / Experience of operating a till system
Proactive problem-solving attitude / Retail experience
Competent with Microsoft Office, confident to learn new IT systems / Reception experience
Flexible work availability including early mornings, evenings and weekend / Event steward experience
An ability and enthusiasm to work with a diverse range of people, including people with complex disabilities
Willingness to develop a range of alternative communication skills
A high level of numeracy and money handling
The ability to work effectively in a fast-paced environment
The “I” statements detail essential behaviours that we value at Sense.
“I” Statements apply to staff, trustees and people who use the services.
Behaviours

I will be honest and open
I will listen to others
I will respect others
I will participate and contribute
I will take informed risk
I will find things to celebrate
I will understand and respond
No decision about me without me