Job Description
DUTIES AND RESPONSIBILITIES:
1. Mission, Vision and Values
• Working as part of a team, jointly support all aspects of all sports facilities providing a high quality customer service to all users in accordance with the Warwick Sport Team Guide, Normal Operating Procedures and Emergency Action Plan.
• Support the Warwick Sport department in its delivery of its mission, vision and objectives to increase participation, significantly contribute to the staff and student experience and provision of an outstanding customer experience.
2. Customer Experience
• To provide exceptional customer service to all visitors to all sports facilities.
• To provide a welcoming and safe environment for all visitors
• Be responsible for the day to day presentation of playing and all other areas of sports facility buildings, ensuring displayed information is up to date, relevant and accurate and that each area is safe, clean and in a condition to provide a high level customer experience.
• To ensure that appropriate and quality sports equipment is available for hire/purchase.
• To upsell and provide accurate, informed and up to date details of Warwick Sport membership schemes, products and services making recommendations where appropriate.
• To deal with all customer enquiries both face to face and over the telephone using own judgement and initiative as required.
• To take the initial stresses of any customer complaint and to use tact and diplomacy to offer rectification, or to ask for help from the Assistant Operations Manager if this is not possible.
3. Quality Systems and Processes
• To efficiently and effectively operate the tills and computerised booking system.
• To ensure that the daily cleaning and safety checks of all sports facilities are carried out according to recommended guidelines and report any issues where relevant.
• To assist with the management of control of access to all sports facilities.
• To undertake regular training as required in job related areas as well as maintaining necessary qualifications.
• To undertake any other duties and responsibilities in line with the grade of the post as directed by the Assistant Operations Managers or Departmental Management Team.
• Assist with basic administrative tasks in support of other Warwick Sport teams.
4. Operations
• According to the resource planner, rotate around all sports facility buildings, Sports Centre, Games Hall, Cryfield Centre and Tennis Centre, and separate areas within each, working at Reception areas and carrying out daily checks at each plus performing any other duties as directed by the Assistant Operations Managers.
• To act as Lifeguard according to the Warwick Sport normal operating and emergency action plan procedures including regular checking of safety equipment.
• To take and record regular water tests and take relevant action when necessary
• To act as first aider for all sports facilities.
• To be aware of and pro-actively enforce and monitor high standards of health and safety with regard to all facility users as well as colleagues.
• Working within the Lifestyle Fitness area, provide level 2 advice on health and fitness, carry out daily cleaning, equipment and health and safety checks plus other routine daily tasks associated with excellent customer service and safe use of facilities.
• To support all areas of the Warwick Sport Team as and where appropriate in offering opportunities across sport and active lifestyles to the university community.
5. Marketing and Communications
• Assist in the communication of relevant information to customers and to other department teams regarding operational and promotional matters.
6. Finance
• Responsible for handling cash, cheque and card payments at all sports facility reception areas.
• Assist in control of stock.
The Post – Working Hours and Further Details
Sports Operative posts cover all opening hours of all sports facilities from 06.45-22.30. Full-time posts cover all days of the week averaging 36.5 hours per week. Part-time posts cover various shifts and are specific to the post. The working hours are annualised.
Lone working is a requirement of this post, however access to onsite security and the development of Standard Operating Procedures will mitigate against any foreseeable risks.
This job description may be amended from time to time to meet any changing circumstances by mutual agreement. It is expected that the post holder and line manager will regularly review the job description. These will usually occur during the annual Staff Development Review.
Sports Operatives provide a service at reception, on poolside as lifeguards and as Lifestyle gym assistants, as well as carrying out other various duties required by the nature of the business such as equipment set up and cleaning.
As Receptionists, Sports Operatives have first contact with all customers. We therefore require all staff to be friendly, welcoming and create an excellent first impression wearing the uniform provided.
We aim to provide a professional customer care environment, as well as an enjoyable, safe sporting experience.
As mentioned above, Sports Operatives are required to carry out regular checks of buildings as well as light cleaning duties in the changing rooms, poolside, Lifestyle gym and any other areas as required.
How to apply
This is a fantastic opportunity to work within our vibrant and friendly Warwick Sport team as a Sports Operative. The role of a sports operative is to provide excellent levels of customer service, supporting the reception team, supporting the delivery of great events across all Warwick Sports facilities. The role also requires building our customer and membership base, whilst providing a safe and clean environment for customers and to support Warwick Sport in its vision of creating the most active campus in the UK by 2020. We are looking for someone with a can-do attitude and an eye for detail, going above and beyond customer expectations every time.
These are truly exciting times to be part of the Warwick Sport team. With a University wide strategic objective to ‘promote staff and student experience and a healthy campus’ your role will be vital in helping to ensure we provide a customer experience that keeps people coming back again and again.
To apply for this role and to see further particulars and personal specification details including the essential and desirable criteria please visit: https://www2.warwick.ac.uk/services/humanresources/vacancies
Please submit your CV and cover letter outlining the skills and experience you can bring to this role referring to the advert, person specification and job description.
Include as much detail as possible to support your application.
Only applications submitted online will be accepted.
Applications received without all elements included will not be considered for shortlisting.
Please contact Timothy.Kaye@warwick.ac.uk for further details.