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Customer Experience Supervisor (Sport & Leisure)

This job is closed and is displayed for reference only. 

Organisation:Nottingham City Council 

Working Hours: Full Time , Hours per week - 37 

Salary:£21,074 

NPPV Required:No 

Appointment Type:Permanent 

Location:Nottingham City Council, Tennis Centre - University Boulevard, Nottingham, Nottinghamshire, NG7 2QH 

Reference:CO0777 

Closing date:21 April 2019 at midnight 


The starting salary is £21,074 (Level One) rising to £22,401 (Level Two) on the first year anniversary, subject to satisfactory completion of a probation period (pro rata for part time workers).   
          
We’ve got an exciting opportunity available for talented individuals to join our workforce - perhaps this is the opportunity you’ve been waiting for? Read on to find out more…     
          
There has never been a better time to join Nottingham City Council. Known for inclusivity and innovation, we have also won a host of Employee Benefits Awards, are a leading employer of Apprentices and we are continually working around the clock to deliver high quality services for Nottingham’s citizens, visitors and investors.   
             
Our aspiration is to make Nottingham a Great City, but to do this we need to be a Great Council, provide Great Services and recruit and develop a Great Workforce.   
               
Join an organisation that gives you extra – we will value your contributions, promote flexible and modern ways of working, will double your monthly pension contributions, offer a very generous 25-32 days holiday package each year (exclusive of public bank holidays and dependent on length of service) and give you the option to purchase up to 28 days additional holiday tax-free!   
               
Active Nottingham has a fantastic opportunity for a Customer Experience Supervisor within Sport and Leisure. We support 8 Leisure Centres across Nottingham City and we want to be sure that our customers have a great experience whenever they get in touch. Whether it's membership sales and enquiries, or leisure bookings, you will support a thriving team of Customer Service Advisors to deliver an exceptional service across multiple platforms.     
              
Based primarily with the Customer Service Team located at The Nottingham Tennis Centre, the successful candidate will be a forward thinking individual with knowledge of contact centre operations and experience of delivering a quality customer service. You will ensure the team works in a consistent manner providing training and support as required. Supporting and inspiring the team to achieve commercial success you will pro-actively identify leaner ways of working, implementing new processes that enhance satisfaction levels amongst our customer base.            
                
In addition you should have an understanding of BACS and internal financial regulations ensuring compliance and proficient administration of Direct Debit collections.      
               
Whilst sport and leisure experience isn't essential you'll have an interest in this field.                   
                    
Applicants should submit their CV and covering letter as one document outlining how their current skills, knowledge and experience meets the essential criteria listed below. Applicants should remove any personal details from their CV and Covering Letter (including their name), as part of our commitment to remove the risk of unconscious bias. The application process will capture your personal details (including your name) and these details will only be made visible to recruiting managers once the shortlisting stage has been completed.   
                                 
ESSENTIAL REQUIREMENTS: 
• Excellent customer service skills and the ability to work in a busy customer contact centre.
• Excellent collaborative skills and the ability to develop and sustain positive working relationships.
• Knowledge and experience of financial reconciliation and Finance Systems.
• Knowledge and high level experience of using IT software packages, Microsoft Office, Email and Spreadsheet.
• Experience of data analysis and collection.
             
For more information, please view the Job Description and Person Specification which are attached further down on this page.      
                
Following shortlisting please note: Telephone Interview held: 29th April 2019 Formal Interview and Test: 30th April / 1st May 2019
                    
For informal enquiries please contact Louise Walton, Tel: 0115 87 64981 Email: louise.walton@nottinghamcity.gov.uk                    
               
Useful information for Applicants:        
Please ensure you read our Terms and Conditions information, which includes advice on pay, annual leave and hours of working, and our Total Rewards Package, which includes information on some of the great benefits when working for Nottingham City Council.
     
                 
This post is covered by the statutory duty under Part 7 of the Immigration Act (2016) (English Language Requirement for public sector workers) and therefore the ability to speak fluent English, as detailed in the job description and person specification, is an essential requirement for the role.
                                  
                                     
Nottingham City Council are committed to equality, diversity and inclusion and we are striving to have a reflective workforce of the citizens we serve. As a result of our commitment to this agenda, we anonymise all applications to remove the risk of unconscious bias. The application process will capture your personal details (including your name) and these details will only be made visible to recruiting managers once the shortlisting stage has been completed        
            
We particularly welcome applicants from Black, Asian, Minority Ethnic (BAME) and LGBT communities and applicants that consider themselves disabled as these groups are currently under represented within our workforce.
           
               
Nottingham City Council is open to conversations regarding flexible working options at the point of interview.
                  
                 
If you have any technical issues completing your application form please contact escservicedesk@emss.org.uk
The starting salary is £21,074 (Level One) rising to £22,401 (Level Two) on the first year anniversary, subject to satisfactory completion of a probation period (pro rata for part time workers).
  

 
We’ve got an exciting opportunity available for talented individuals to join our workforce - perhaps this is the opportunity you’ve been waiting for? Read on to find out more…
    
There has never been a better time to join Nottingham City Council. Known for inclusivity and innovation, we have also won a host of Employee Benefits Awards, are a leading employer of Apprentices and we are continually working around the clock to deliver high quality services for Nottingham’s citizens, visitors and investors.
  
Our aspiration is to make Nottingham a Great City, but to do this we need to be a Great Council, provide Great Services and recruit and develop a Great Workforce.
  
Join an organisation that gives you extra – we will value your contributions, promote flexible and modern ways of working, will double your monthly pension contributions, offer a very generous 25-32 days holiday package each year (exclusive of public bank holidays and dependent on length of service) and give you the option to purchase up to 28 days additional holiday tax-free!
  
Active Nottingham has a fantastic opportunity for a Customer Experience Supervisor within Sport and Leisure. We support 8 Leisure Centres across Nottingham City and we want to be sure that our customers have a great experience whenever they get in touch. Whether it's membership sales and enquiries, or leisure bookings, you will support a thriving team of Customer Service Advisors to deliver an exceptional service across multiple platforms.
    
Based primarily with the Customer Service Team located at The Nottingham Tennis Centre, the successful candidate will be a forward thinking individual with knowledge of contact centre operations and experience of delivering a quality customer service. You will ensure the team works in a consistent manner providing training and support as required. Supporting and inspiring the team to achieve commercial success you will pro-actively identify leaner ways of working, implementing new processes that enhance satisfaction levels amongst our customer base.
           
In addition you should have an understanding of BACS and internal financial regulations ensuring compliance and proficient administration of Direct Debit collections.
     
Whilst sport and leisure experience isn't essential you'll have an interest in this field.
                  
Applicants should submit their CV and covering letter as one document outlining how their current skills, knowledge and experience meets the essential criteria listed below. Applicants should remove any personal details from their CV and Covering Letter (including their name), as part of our commitment to remove the risk of unconscious bias. The application process will capture your personal details (including your name) and these details will only be made visible to recruiting managers once the shortlisting stage has been completed.
               

ESSENTIAL REQUIREMENTS: 
• Excellent customer service skills and the ability to work in a busy customer contact centre.
• Excellent collaborative skills and the ability to develop and sustain positive working relationships.
• Knowledge and experience of financial reconciliation and Finance Systems.
• Knowledge and high level experience of using IT software packages, Microsoft Office, Email and Spreadsheet.
• Experience of data analysis and collection.
 
         
For more information, please view the Job Description and Person Specification which are attached further down on this page.
     
Following shortlisting please note:
Telephone Interview held: 23rd April 2019

Formal Interview and Test: 25/26th April 2019
 
                  
For informal enquiries please contact Louise Walton, Tel: 0115 87 64981 Email: louise.walton@nottinghamcity.gov.uk
                   
Useful information for Applicants:
       
Please ensure you read our Terms and Conditions information, which includes advice on pay, annual leave and hours of working, and our Total Rewards Package, which includes information on some of the great benefits when working for Nottingham City Council.
     
This post is covered by the statutory duty under Part 7 of the Immigration Act (2016) (English Language Requirement for public sector workers) and therefore the ability to speak fluent English, as detailed in the job description and person specification, is an essential requirement for the role.
    
Nottingham City Council are committed to equality, diversity and inclusion and we are striving to have a reflective workforce of the citizens we serve. As a result of our commitment to this agenda, we anonymise all applications to remove the risk of unconscious bias. The application process will capture your personal details (including your name) and these details will only be made visible to recruiting managers once the shortlisting stage has been completed
       
We particularly welcome applicants from Black, Asian and Minority Ethnic (BAME) communities and applicants that consider themselves disabled as these groups are currently under represented within our workforce.

           
Nottingham City Council is open to conversations regarding flexible working options at the point of interview.
                  
If you have any technical issues completing your application form please contact escservicedesk@emss.org.uk