Customer Care
- Greet customers, visitors and contractors in a professional, friendly and welcoming
manner at all times
- Handle enquiries efficiently in person, by telephone, email and social media platforms
- Provide accurate information on memberships, activities, bookings, pricing, opening
hours and Centre facilities
- Support customers with booking systems, app usage, account access and general
membership enquiries
- Resolve customer concerns and complaints professionally, escalating where
appropriate
- Promote a positive, inclusive and welcoming environment for all customers
- Maintain excellent knowledge of Centre programmes, promotions and services to
support customer engagement and retention
Administration & Reception Duties
- Manage bookings and admissions for activities, classes, facilities and events using
the Centre’s booking systems
- Process memberships, renewals, upgrades, freezes and cancellations in line with
organisational procedures
- Administer and maintain the Membership Relationship Management (MRM) system,
ensuring customer records, attendance monitoring and membership data remain
accurate and up to date
- Support customers with online bookings, direct debit queries and digital self-service
systems
- Process cash, card and contactless payments accurately in accordance with financial
procedures
- Complete end-of-shift cashing-up procedures and report discrepancies appropriately
- Maintain accurate records and handle customer information in line with GDPR
requirements
- Support general administrative duties including filing, data input and customer
communications
Sales & Promotion
- Promote memberships, activities, programmes, retail products and special offers in a
proactive and professional manner
- Identify opportunities to upsell Centre services where appropriate, including
memberships, swimming lessons, fitness programmes and retail products
- Support Centre marketing campaigns, events and promotional activity
- Assist with retail merchandising, stock presentation and maintaining attractive
customer-facing displays
- Encourage customer participation in activities and programmes to support retention
and engagement
Health, Safety & Security
- Follow all organisational health and safety procedures, Normal Operating Procedures
(NOPs) and Emergency Action Plans (EAPs)
- Monitor customer access and support effective access control procedures throughout
the Centre
- Report hazards, incidents, accidents and maintenance issues promptly in line with
reporting procedures
- Assist with opening and closing procedures including security and operational checks
- Respond appropriately to emergencies, welfare concerns and first aid situations,
escalating where required
- Support fire alarm, evacuation and emergency procedures
- Maintain safe, clean and secure reception and public areas at all times
Teamwork & Operations
- Work collaboratively with colleagues across reception, fitness, swimming, café, soft
play and operations teams
- Support the smooth day-to-day operation of the Centre and assist during busy
periods, events and programme changes
- Communicate effectively with colleagues and supervisors to ensure efficient service
delivery and shift handovers
- Maintain a clean, organised and professional front-of-house environment
- Attend training sessions, team meetings and staff briefings as required
- Contribute positively to team culture and continuous improvement across the Centre
If you would like to apply for this post, head to
https://liveborders.bamboohr.com/careers
General Responsibilities
- Comply with all organisational policies and procedures Maintain confidentiality and
GDPR compliance at all times Undertake training and continuous professional
development as required Carry out any other duties appropriate to the role
Pay: £25,948.82-£26,585.48 per year
Benefits:
- Cycle to work scheme
- Gym membership
- Sick pay
Work Location: In person
