Job Description
JOB PURPOSE:
This is a fantastic opportunity to work within our vibrant and friendly Warwick Sport team as a Receptionist. We have an ambitious vision – ‘We want to be the most active campus in the UK by 2020’. We are looking for someone with a warm nature, a can-do attitude and an eye for detail, going above and beyond customer expectations every time and there are a wide range of training opportunities available throughout the University to develop your skills. The Campus is constantly developing and the University are investing over £40m of investment in a new sports and wellness hub that you would be part of. Opening in Autumn 2018, 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.

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 outstanding 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 communal 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 be a product champion providing accurate, informed and up to date details of Warwick Sport membership schemes, products and services making recommendations where appropriate and upselling other possible services available.
• To deal with all customer enquiries both face to face, over the telephone and via email 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 Duty Manager if this is not possible.

3. Quality Systems and Processes
• To efficiently and effectively operate the tills and computerised booking system and act as a product champion to lead on product knowledge and cross-selling opportunities.
• Creating and implementing processes to ensure effective communication of relevant information to other team members.
• 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 various administrative tasks in support of other Warwick Sport teams.

4. Operations
• According to the rota undertake working duties at any reception areas and carrying out daily checks plus performing any other duties as directed by the Assistant Operations Managers.
• To act as a point of contact in an emergency situation for both customers and colleagues.
• 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 from reception to 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
• To lead in the communication of relevant information to customers and to other department teams regarding operational and promotional matters including all products and services.

6. Finance
• Responsible for handling cash, cheque and card payments at all sports facility reception areas.
• Assist in control of stock.

FURTHER PARTICULARS:
For further information about the University of Warwick, please visit our website at http://www2.warwick.ac.uk/services/humanresources/jobsintro/furtherparticulars

http://www2.warwick.ac.uk/services/humanresources/hrcommercial/home/

For further information about Warwick Sport, please see our website at www.warwick.ac.uk/services/sport

The POST – Working Hours and Further Details:
36.5 hours per week

Our Reception team work various shifts to cover the hour of business from 06:45 – 22:30, 7 days a week. This post will have annualised hours with the need for flexibility to meet the business needs.
On occasion, 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 Performance Development Review.
Receptionists have first contact with all customers. We therefore require all staff to be friendly, welcoming and create an excellent first impression wearing any uniform provided.
We aim to provide a professional customer care environment, as well as an enjoyable, safe sporting experience.

How to apply
To apply for this job please visit the University of Warwick human resource web pages:

http://www2.warwick.ac.uk/services/humanresources

Job specification details can be found on the website and all applications must be submitted online and cannot be accepted by email.

For additional information about this post please contact Tim Kaye, Assistant Operations Manager by email at Timothy.Kaye@warwick.ac.uk or by phone on 07876217855