Role Overview & Mandate
Executive Summary
Permanent position, 36.5 hours per week. We will consider applications for employment on a part-time or other flexible...
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Permanent position, 36.5 hours per week.
We will consider applications for employment on a part-time or other flexible working basis, even where a position is advertised as full-time, unless there are operational or other objective reasons why it is not possible to do so.
This is a fantastic opportunity to work within our vibrant and friendly Warwick Sport team as a receptionist. Our reception team are responsible for providing excellent levels of customer service, supporting the operations team, and enabling customers to enjoy sports and physical activity across all Warwick Sports facilities. The role also requires building our customer and membership base, whilst providing a safe and clean environment for customers. We are looking for someone with a can-do attitude and an eye for detail, going above and beyond customer expectations every time. There are a wide range of training opportunities available throughout the University to develop your skills.
The University has invested in excess of £45 million in new sport facilities to include a Sport and Wellness Hub which opened in April 2019. The Warwick Sport mission is: Building the most active Campus Community in the UK. We have recognised a shift in our focus from the physical ‘building’ of sports facilities towards the building of a member offer, of activities, communities, and programmes to ensure our world class facilities and wider campus are used to see more people active every day. It is the role of the reception team to help provide a customer experience that keeps people coming back again and again.
There is a rota system in place combination of early mornings, evenings, weekends, and bank holiday/closure days which is on a rolling 3-week rota. This is to support our opening hours of Monday – Friday 6am – 11pm and Sat/Sun 7am – 8pm.
Please direct informal enquiries to:
Hannah Gardner, Front of House Team Leader Hannah.gardner@warwick.ac.uk
Gulshan Afandiyeva, Front of House Team Leader Gulshan.afandiyeva@warwick.ac.uk
Interview Date: 24 March 2023.
Job Description
JOB PURPOSE
To provide an efficient, knowledgeable, and professional first point of contact and reception service to all customers visiting our facilities. Based at the University of Warwick you will be working across Warwick sports’ wide range of extensive and premium sport facilities.
DUTIES & RESPONSIBILITIES
1. Mission, Vision & Values
Our Mission: Building the most active Campus Community in the UK
You are to support Warwick Sport in the delivery of our mission, vision, and objectives. Maintaining growth, innovation and ultimately providing customer excellence are central to our progress.
Our values and behaviours guide our operation and influence the experience for customers as well as providing the bedrock for the achievement of our four goals:
o Customer Excellence,
o Inspire Movement,
o Invest in Health,
o Build Communities.
Your work will significantly contribute to the student experience, as well as supporting University staff and members of our local community to be physically active.
2. Quality Systems and Processes
Responsible for start and closure of business activity and events in all sports facilities.
Responsible for overseeing day to day administration for all reception areas and ensuring key communications are passed on and understood.
Creating and implementing processes to ensure effective communication of relevant information to other team members.
Alongside the Head of Operations, Assistant Operations Managers and Sports operations assistants, be responsible for and promote high quality provision of Health & Safety management throughout the department to ensure the safety of customers.
Supervision of day-to-day bookings and booking systems in accordance with the procedures in place for the Gladstone management and reporting system.
Take part in regular event meetings with the Sales and Events team to ensure information is up to date to ensure customer needs are met.
Ensure customer feedback and complaints are dealt with in accordance with agreed procedures.
3. Finance and Budget
To be responsible for till reconciliation and ensuring that banking procedures are correctly applied.
Responsible for stock control, ordering and overseeing deliveries in line with university procurement policies.
Responsible for setting up Direct Debits and handling card payments at all sports facility reception areas.
Support sales team with membership growth providing initial lead generation and membership sales.
4. Customer Experience
Maintain exceptional working relationships with all customers and event clients.
Create and maintain customer records, account details and membership requirements.
Maintain and develop a customer focused working relationship with the cleaning team to ensure sports facilities and buildings are kept to a high standard of cleanliness and in good, safe condition, planning ahead on a daily/weekly basis for special events where appropriate.
To undertake any other relevant duties that may from time to time be instructed and/or required by the Head of Operations, Operations Manager and Assistant Operations Managers or representatives appropriate to the scope and responsibilities of the post.
Provide administrative and clerical support to the Warwick Sport team, creating notices, using databases, photocopying, responding to emails, etc.
Creating and implementing processes to ensure effective communication of relevant information to other team members.
Dealing with day to day, email, telephone, and face to face enquiries.
Provide a professional, high level customer service to a diverse clientele.
Operate and administer the computerised booking system and display screens.
Provide detailed and accurate information whether in print or on websites and be knowledgeable about products and services available.
Other appropriate duties as required to support Warwick Sport relevant to the grade
For further information about the University of Warwick, please read our University Further Particulars.
For further information about the department, please visit the departmental website.
Warwick is committed to building an organisation of mutual respect and dignity, promoting a welcoming, diverse and inclusive working and learning environment. We recognise that everyone is different in a variety of visible and non-visible ways, and that those differences are to be recognised, respected, and valued. Where possible, we go beyond legislation to provide a place where everyone can thrive, supporting all staff to achieve their full potential. We aspire to remove economic, social and cultural barriers that may otherwise prevent people from succeeding.
We therefore welcome and encourage applications from all communities regardless of culture, background, age, disability, sex/gender, gender identity or expression, ethnicity, religion/belief, or sexual or romantic orientation. To find out more about our social inclusion work at Warwick visit our webpages here.
The University of Warwick holds an Athena SWAN Silver award; a national initiative to promote gender equality for all staff and students. Further information about the work of the University in relation to Athena SWAN can be found at the following link: Athena Swan (warwick.ac.uk)
The University of Warwick is one of the six founder institutions of the EUTOPIA European University alliance, whose aim is to become by 2025 an open, multicultural, confederated operation of connected campuses.
Right to work in the UK
If you do not yet have the right to work in the UK and/or are seeking sponsorship for a Skilled Worker visa in the UK points-based immigration system please click on this link which contains further information about obtaining right to work in the UK and details about eligibility for sponsorship for a Skilled Worker Visa.
