School Lettings and Customer Service Assistant / Receptionist
Internal Job Title: Community Connector
Location: Downsend School, 1 Leatherhead Road, Leatherhead, Surrey KT22 8TJ
Pay: £13.45 to £16.30 per hour, depending on role, location, experience and age
Hours: Flexible part time and full time opportunities, primarily evenings and weekends
Who Are NXT Level?
Our mission is to drive social mobility by creating access to exceptional opportunities in sport, the arts and education. One of the ways we do this is by building and strengthening communities, connecting schools and like minded organisations for collaborative growth. We manage and let school facilities outside of school hours, bringing these spaces to life in support of the local community.
To connect communities with these spaces, we need great people on the ground. Our Community Connectors are the face of NXT Level at our venues and ensure that every customer who books a facility receives a professional, welcoming and hassle free experience.
The Role
This isn't just a key holder role. As a Community Connector, you'll act as a trusted key holder, customer service assistant and front of house representative, taking responsibility for the smooth running of community lettings at Downsend School during evenings and weekends.
You'll open and close the venue, prepare facilities for customers, welcome and support users throughout their bookings and ensure the site is left safe, secure and ready for the school.
You'll often be the first and last person our customers interact with, so we're looking for people who take pride in delivering exceptional customer service and representing both NXT Level and our partner schools to a high standard.
Working Hours
Our community lettings primarily operate during weekday evenings and all day on weekends. Shifts are generally around 4 hours on weekday evenings and 4 to 8 hours on weekends, with opportunities ranging from one or two shifts per week through to more substantial hours across evenings and weekends in a more full time capacity.
Many Community Connectors treat the role as a second job that fits around university, studies or other employment, while others take on significantly more hours across our network.
Depending on your availability, opportunities could range from 4 to 12 hours per week, through to 12 to 24 hours, with the potential for 24 to 36+ hours for the right people.
Key Responsibilities
You will:
- Open and securely close the venue
- Prepare facilities ahead of customer bookings
- Welcome customers and act as their main onsite point of contact
- Provide excellent customer service with a positive and professional attitude
- Remain visible and carry out regular customer check ins throughout your shift
- Build positive relationships with regular customers
- Show new and prospective customers around the facilities
- Ensure bookings start and finish at the correct times
- Set up and clear away equipment and furniture where required
- Carry out light tidying to ensure facilities remain presentable and are ready for school use
- Carry out regular venue, security and health and safety checks
- Monitor the condition and cleanliness of facilities
- Resolve straightforward customer and operational issues using common sense and initiative
- Escalate safeguarding, maintenance or more significant operational concerns appropriately
- Ensure facilities, doors, windows and access points are secure before leaving
- Help us continually improve the customer experience and protect the school's facilities
Who We're Looking For
We recruit attitude first. You don't necessarily need previous experience in school lettings. What matters is that you're dependable, personable, proactive, confident working independently and genuinely care about providing excellent customer service.
You must be flexible and willing to accommodate reasonable customer requests while remaining organised and able to act quickly when issues arise.
Our NXT Level On Call Team will be available to support you throughout your shift, but we expect you to use common sense and initiative to resolve straightforward matters yourself.
You'll also be our eyes and ears on site. Your feedback is invaluable in helping us understand what is working well, what customers need and where the venue experience can be improved.
Downsend School has an excellent range of sports facilities, including a swimming pool, full fitness suite and gym, alongside a range of indoor and outdoor sports spaces. While not essential for the Community Connector role, experience or qualifications in areas such as lifeguarding, personal training, fitness or sports coaching would therefore be particularly welcomed. NXT Level also delivers its own sports and activity programmes and provides coaching support within school PE departments. We're particularly interested in people who could potentially work across more than one area of NXT Level. For example, you might coach or support PE and enrichment activities during the afternoon before transitioning into a Community Connector role for evening lettings.
For the right people, this provides the opportunity to pick up additional hours, develop a more varied role and potentially build a more substantial position across coaching, PE support, enrichment, fitness provision, activities and community lettings.
The role could be particularly suitable for university or Master's students, gap year students, hospitality and front of house professionals, lifeguards, personal trainers, sports coaches, leisure and facilities staff, parents looking for flexible work, or anyone looking for additional evening and weekend income.
Pay and Progression
We deliberately pay competitively because we want excellent people representing NXT Level and our partner schools.
Community Connector: £13.45 to £14.80 per hour, depending on location, experience and age.
Lead Community Connector: £16.30 per hour.
For Community Connectors who demonstrate exceptional reliability, customer service, leadership and the ability to take greater responsibility for the operation of a venue, there are opportunities to progress into a Lead Community Connector role.
Lead Community Connectors take greater responsibility for the smooth running of the venue, support other Community Connectors, deal with more complex customer and operational matters and help maintain consistently high standards across the site.
As NXT Level continues to grow, there will also be opportunities for strong performers to take on additional hours, work across multiple venues and progress into wider operational and venue management roles.
Training and Support
You won't simply be handed a set of keys and left to get on with it.
Full onboarding and paid training will be provided, including:
- Safeguarding
- Health and safety
- Venue and site procedures
- Customer service standards
- Opening and closing procedures
- Incident and emergency procedures
- NXT Level systems and communication
- Shadow shifts with an experienced Community Connector
NXT Level uniform will also be provided.
Joining Process
- Apply via this job advert or email [email protected] with your CV and a brief cover letter explaining why you'd be a good fit for the role, including your availability.
- Shortlisted candidates will have an initial discussion to talk through their experience and availability.
- Interview, either in person or online, including practical scenarios relevant to the role.
- Safer recruitment checks, including two satisfactory references, verification of full employment history and explanation of any gaps, Right to Work, photo ID and proof of address, and qualification checks where applicable.
- Enhanced DBS check funded by NXT Level Sport and Education. If you already hold an appropriate certificate, we will verify this and complete any additional checks required.
- Conditional offer, confirmed once all required checks have been satisfactorily completed.
- Induction and paid training covering safeguarding, health and safety, site procedures and customer service standards.
- Uniform and system access provided, followed by shadow shifts with an experienced Community Connector.
- Sign off once you're competent and confident to manage shifts independently.
Safeguarding
At NXT Level, we believe that no child or vulnerable person should ever be exposed to abuse or harm of any kind. We are committed to safeguarding children and young people across all our programmes and take responsibility for ensuring every member of staff, particularly our Community Connectors, is trained, supported and confident in recognising and responding to safeguarding concerns.
We work in partnership with schools and organisations to ensure robust safeguarding procedures are followed at all times, creating a safe and supportive environment for everyone using our facilities. Our aim is to embed a culture of safeguarding throughout NXT Level, where every staff member understands their duty of care and takes responsibility for protecting the wellbeing of children and young people, particularly within the primary and secondary schools where we operate.
Pay: £13.45-£16.30 per hour
Benefits:
- Company pension
- Flexitime
- Free parking
- On-site parking
Work Location: In person
