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, working together to encourage the people of Trafford to move more every day!

Trafford Leisure is a community interest company; we exist to benefit the Trafford community and are committed to being a responsible and sustainable employer. We are the largest operator of sport and leisure facilities in Trafford, managing nine indoor facilities, one golf course and driving range, and 31 outdoor football pitches. With over 2 million visits per year and a workforce of over 300, our team supports, guides, and motivates people and communities to get healthy and stay active, and we want YOU to become part of our fantastic team.

This is a pivotal moment in our evolution, as Trafford Council invests millions of pounds in the five main indoor leisure facilities across Trafford over the next five years. This ambitious investment programme will transform the centres into fit-for-purpose, accessible, inspiring spaces under a new brand, creating sustainable facilities for future generations. Alongside this, we’re committed to building a motivated and dedicated team to deliver exceptional service, creating opportunities for our customers 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 to; everything we do is all about making our customers’ journey as easy as possible. Our communication channels include inbound calls, emails, and online chat, and each customer interaction is an opportunity to ask ourselves, “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
• Resolving customer disputes, referring to colleagues as necessary
• Liaising with other departments to resolve queries and obtain information for customers
• Recording all customer interactions by documenting feedback and consulting with management
• Handling financial transactions in line with appropriate systems and processes
• Constantly reviewing data to develop and improve our customer experience through self-service and online

We are looking for motivated, proactive, and enthusiastic individuals to join our team during 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 across inbound, outbound, and online communication.
• Ability to work both as part of a team and independently.
• Ability to maintain confidentiality of sensitive customer information.
• Proactive approach to identifying and initiating improvements within the team.

Working Hours

Full-time, 36.25 hours per week (other hours may be considered). The Hub operates 7 days a week on a 5-week rotating schedule, offering varied shift patterns. You will be scheduled to work 2 weekends within each 5-week cycle. We understand the importance of work-life balance, so our rota is designed to provide two sets of three consecutive days off within each 5-week rotation. We aim to offer flexibility whenever possible while still meeting business needs.

Your primary location will be Altrincham Golf Course, although you may be required to work across various sites in Trafford. 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 multiple locations, has a fantastic family feel. One of our strongest assets is our focus on people: we invest in training and continual development to maintain the high levels of service and provision our customers expect.

As a Trafford Leisure employee, you will be rewarded with:

• £22,808.50 per annum
• A progressive, structured, and supportive environment
• Pension scheme
• 32 days’ holiday, increasing incrementally to 38 days after five years of service (including eight bank holidays and two Trafford Leisure days)
• Company sick pay
• Health and Ride 2 Work schemes
• Complimentary fitness membership, saving you up to £450 a year
• Heavily discounted fitness membership for up to five of your family and friends, saving each person up to £300 a year
• 24/7 access to a GP Employee health scheme, including confidential counselling
• Employee Assistance Programme, offering up to £1,150 a year in healthcare cost reimbursements
• Access to the Perks at Work discount scheme
• Access to Manchester Credit Union for savings and loans

Equality, Equity, Diversity and Inclusion (EEDI)

Equality, equity, diversity, and inclusion are critical to the success of Trafford Leisure and our vision. We aim to be a diverse, inclusive, and responsible employer, as we recognise that having a diverse workforce brings fresh ideas and perspectives to our organisation. We particularly welcome applications from minority, marginalised, and diverse groups and promise a fair and unbiased recruitment process. If you need any help or support with your application, please contact us at [email protected]. We look forward to receiving your application.

The 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! Please remember to specify the role and centre you are applying for.

The closing date for applications is Monday, 25th November 2024.

We do not accept speculative CVs from agencies; any CVs received will be treated as a gift.