Customer Assistant

Heriot-Watt University; City of Edinburgh; On-site; GBP 22,000 - 27,000; Part time

Job summary

Heriot-Watt University is seeking a part-time Customer Assistant (15 hours/week, 0.43 FTE) to deliver a welcoming and informative experience on shift. The role focuses on delivering customer excellence, managing bookings, and acting as a point of contact for Membership inquiries.

Salary is Grade 3 (£24,546 per annum, pro rata). This is an open-ended, part-time position with weekend work and 28 days plus closed days entitlement.

Qualifications

• Demonstrates ability to speak and understand English (verbal and written) and deal with queries
• Literacy and numeracy at SCQF Level 4 (National 4) or equivalent
• Experience in a similar environment
• Competent with relevant IT packages
• Well-developed interpersonal skills
• Professional and proactive approach
• Ability to work quickly, flexibly and accurately in a dynamic environment
• Provision of excellent customer service
• Attention to detail

Responsibilities

• Always deliver customer excellence
• Act as a key liaison for bookings
• Act as a key liaison for Membership

Skills

Customer service

Interpersonal skills

IT skills

Attention to detail

Flexible and proactive

Education

SCQF Level 4 (National 4) literacy and numeracy

Tools

Gladstone 360

Leisure management system

Job description

Role:Customer Assistant

Grade and Salary: Grade 3 (£24,546 per annum, pro rata).

FTE and working pattern: 15hrs per week (inc. weekend work) (0.43FTE) Open-Ended

Holiday Entitlement: 28 days annual leaveplus 9 buildings-closed days (and Christmas Eve when it falls on a weekday). Use our total rewards calculator: https://www.hw.ac.uk/about/work/total-rewards-calculator.htm to see the value of benefits provided by Heriot-Watt University (pro-rata)

Purpose of Role

The Customer Assistant is the key customer facing member of staff on shift delivering an informed and positive welcome at all times.

Key Duties & Responsibilities

The post holder will be expected to undertake the following:

• Always deliver customer excellence
• Act as a key Liaison for bookings
• Act as a key Liaison for Membership

Essential & Desirable Criteria

Essential

1. Demonstrable ability to speak and understand English (verbal and written) and deal with customer/student queries
2. Literacy and numeracy skills equivalent to SCQF Level 4 (National 4) or similar
3. Experience of working within a similar environment as outlined above
4. Competent in the use of relevant IT packages
5. Well-developed interpersonal skills
6. Demonstrable professional and proactive approach
7. Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment
8. Demonstrable provision of excellent customer service
9. Attention to detail

Desirable

1. Educated to SCQF level 5 (National 5) or equivalent
2. Experience of working within a similar environment as outlined under “summary of key duties and responsibilities”
3. Experience of using a leisure management system, preferably Gladstone 360

We welcome and will consider flexible working patterns e.g., part-time working and job share options.

Heriot-WattUniversity is committed to securing equality of opportunity in employment and to the creation of an environment in which individuals are selected, trained, promoted, appraised, and otherwise treated on the sole basis of their relevant merits and abilities. Equality and diversity are all about maximising potential and creating a culture of inclusion for all.

Heriot-WattUniversity values diversity across our university community and welcomes applications from all sectors of society, particularly from underrepresented groups. For more information, please see our website https://www.hw.ac.uk/uk/services/equality-diversity.htm and also our award-winning work in Disability Inclusive Science Careers https://disc.hw.ac.uk/.

Use our total rewards calculator: https://www.hw.ac.uk/about/work/total-rewards-calculator.htm to see the value of benefits provided by Heriot-Watt University.

About the Team

Oriam has a vision to inspire and motivate our communities through the facilities we provide and the interactions we have with our customers. As a member of the team, you will contribute to the delivery of this vision.

About Heriot-Watt University

At Heriot-Watt we are passionate about our values and look to them to connect our people globally and to help us collaborate and celebrate our success through working together. Our research programmes can deliver real world impact which is achieved through the diversity of our international community and the recognition of creative talent that connects our global team.

Our flourishing community will give you the freedom to challenge and to bring your enterprising mind and to help our partners with solutions that can be applied now and in the future. Join us and Heriot Watt will provide you with a platform to thrive and work in a way that also helps you live your life in balance with well-being and inclusiveness at the heart of our global community.