Customer Service Advisor

Trafford Leisure is on the lookout for a Customer Service Advisor!

An exciting opportunity has arisen to join the Trafford Leisure team, we are a leading leisure provider across Trafford and we work together to get the people of Trafford to move more everyday!

Trafford Leisure is a community interest company, we exist to benefit the Trafford community and we are committed to being a responsible and sustainable employer. We are the largest operator of sport and leisure facilities in Trafford, operating nine indoor facilities, one golf course and driving range and 31 outdoor football pitches, attracting over 2 million visits per year and employing a workforce of over 300 people.

Our team support, guide and motivate people and communities to get healthy and be active and we want YOU to become part of our fantastic team.

This is a pivotal point in our evolution as Trafford Council invest millions of pounds into the 5 main indoor leisure facilities in Trafford over the next 5 years. The ambitious investment program will see the portfolio of center’s transformed into fit for purpose, accessible, inspiring spaces under a new brand of for future generations to come.

Alongside this we need to ensure we have a developed a committed team across Trafford Leisure to allow us to continue delivering the best service to our customer to help create opportunities for them to move more and live longer, healthier, happier lives.

The Role

Here in the Hub, we are committed to providing first class customer service to everyone we speak too, everything we do is all about making our customers journey as easy as possible. Our communication channels are inbound calls, emails and online chat, always reflecting each time with interact with a customer, what can we do next time to be even better!

In this role of Customer Service Advisor, you will be responsible for:

• Answering calls, giving relevant and useful information, making bookings, handling membership queries, and resolving disputes with customers, referring to colleagues as necessary.
• Liaising with other departments to resolve queries and obtain information for customers.
• Record all customer interactions by documenting feedback and consulting with management.
• Handling financial transactions, adhering to the appropriate systems and processes.
• Constantly review data to develop and improve our customer experience through self-service and online.
• We are looking for motivated, proactive and enthusiastic individual’s to join our team at an exciting period of change for Trafford Leisure.
  
  

To be successful in this role of Customer Service Advisor you must have:

• Excellent customer service skills over inbound, outbound, and online communication.
• Ability to work as part of a team and independently.
• Maintain confidentiality of sensitive customer information.
• Ability to proactively identify and initiate improvements within the team.
  
  

Working Hours

36.25 hours per week – full time. At the hub, we are open 7 days per week, and we operate a 5 week rota, offering differing shift patterns. We do require you to work 2 weekends in 5. We understand having a work life balance is important to a lot of people, so we designed our rota to accommodate 3 days off in a row twice within the 5-week rotation.

Primary Location:

Your primary location will be Altrincham Golf course although you could be expected to work from our various sites across Trafford although we are happy to work flexibly with you.

What You Can Expect From Us

Our business is led by a small, passionate and professional group of individuals. We work together to support and lead our dedicated teams across the organisation which despite its size and number of locations has a fantastic family feel. As one of its strongest assets, we focus our attention on the people we employ, by providing training and continual development, only through this can we achieve the high levels of service and provision to our customers.

As well as training and development as a Trafford Leisure employee you will be rewarded with;

• £22,808.50 per annum
• A progressive, structured and supportive environment in which to work
• Pension scheme
• 32 days holiday, raising incrementally to 38 days after 5-years’ service, (including 8 bank holiday’s and 2 Trafford Leisure days)
• Company sick pay
• Health and Ride 2 Work schemes
• Complementary Fitness Membership for you saving you up to £450 a year
• Heavily discounted Fitness Membership for up to 5 of your Family & Friends saving each person up to £300 a year
• 24/7 access to a GP Employee health scheme – including Confidential Counselling Employee Assistant Programme which as an employee could claim back up to £1150 per year of healthcare costs
• Access to a Perks at Work scheme for discounts
• Access to Manchester Credit Union for savings and loans
  
  

Equality, Equity, Diversity And Inclusion (EEDI)

Equality, equity, diversity and inclusion is critical for the success of Trafford Leisure and the achievement of our vision. We aspire to being a diverse, inclusive and responsible employer as we recognise that having a diverse workforce is essential to bringing fresh ideas and perspectives to our organisation, so we particularly welcome applications from minority, marginalised and diverse groups, and we in turn promise a fair and unbiased recruitment process.

If you need any help or support to apply for a position with us, then please get in touch at [email protected] and we would be happy to discuss. We look forward to receiving your application.

Next Steps

We’re looking to appoint as soon as possible, so if this Customer Service Advisor role sounds like the perfect fit for you, don’t delay, apply TODAY by completing an application form and attaching your CV! Remember to specify the role and Centre you are applying for.

Closing date for applications is Wednesday 9th October 2024.

We do not accept speculative CV from Agencies and any CV’s received will be treated as a gift.