Our Customer Service team play a vital role in connecting our communities with everything that Newport Live has to offer. We are looking for an Advisor to join the team, to support our continued delivery of excellent customer service as a friendly, professional, and knowledgeable first point of contact.
Hours, Pay and Benefits
Hours: this is a full-time position, working 37 hours per week on a team rota covering their operational hours of 08:30-19:00 Monday-Saturday
Salary: £25,949 per annum
Benefits:
33 days annual leave per year (inclusive of bank holidays)
Free Newport Live membership
Generous pension scheme
Cafe discount
Free onsite parking
Access to wellbeing programmes
Key Experiences and Qualifications
Essential for your application:
Experience working in a busy customer services role (either via telephone, email or face to face)
Strong customer service and customer engagement skills
Ability to maintain accuracy and confidentiality when handling customer information
Capable of managing a busy workload, prioritising effectively and awareness of when escalation is required
Confident using various IT applications and willing to learn new systems
Efficient and effective working as part of a small team
Ability to remain calm when under pressure
Beneficial to your application:
Ability to communicate in Welsh
Experience handling and resolving customer complaints
Experience working in sales or a sales environment
Qualifications relating to Customer Services or IT
Experience supporting customers with online services, self-service systems or digital platforms
Experience using CRM systems, membership management systems or customer databases
Understanding of operating in a charitable / not-for-profit organisation
Role Requirements
Exceptional customer service is at the heart of this role. We are looking for someone who is passionate about creating positive customer experiences, building strong customer relationships, and helping our communities access the wide range of services available through Newport Live.
The successful applicant will be an excellent communicator, confidently engaging with customers through a variety of channels with ability to manage enquiries in a professional, friendly, and solution-focused manner.
Main duties include:
Providing a positive and professional first point of contact for incoming telephone and email enquiries
Promote Newport Live's full range of product services across all facilities, including theatre tickets, membership schemes, aquatics, cycling and tennis products, room hire and block bookings
Adopt a proactive approach to all sales and marketing activity; ensuring that enquiries are converted to sales and upselling wherever possible, including follow up on sales leads
Proactively contact customers for booking products, including future bookings, and collection of any outstanding amounts on their membership or booking account
Supporting customers in accessing and utilising our digital services and self-service
Receive, record, and appropriately escalate customer feedback, compliments and complaints
Identify opportunities to improve our customer experience; highlighting trends, customer feedback, and service improvements opportunities
For further information on the role, or life in the Customer Service team at Newport Live, please reach out to our Customer Success Manager, Rachel, by emailing rachel.nunnerley@newportlive.co.uk or pop along to one of our Jobs Drop-in Sessions:
Friday 23 October - Geraint Thomas Velodrome: 17:00-19:00
Wednesday 11 November - The Riverfront Theatre: 13:00-15:00
Friday 27 November - Regional Pool & Tennis Centre: 13:00-15:00