Receptionist

Life Leisure; Marple; On-site; GBP 18,000 - 24,000; Full time

Job summary

Life Leisure invites applications for a Receptionist at the Marple Hub. You will be the welcoming face, delivering a warm, professional front-of-house experience and promoting memberships and activities to the community.

Responsibilities include handling bookings and payments, providing accurate information, signposting to health and library services, and ensuring safeguarding and GDPR compliance across all interactions.

Qualifications

• Essential Customer-facing experience.
• Essential Booking systems and payments knowledge.
• Desirable Sales, leisure or community experience.
• Essential IT, maths and English skills.
• Desirable Customer service qualification; First Aid.

Responsibilities

• Deliver a warm, professional welcome to every visitor and respond to enquiries.
• Process bookings, memberships, renewals, amendments, cancellations and payments using the relevant systems and procedures.
• Promote Life Leisure memberships, activities and services to customers.
• Follow safeguarding, health and safety, data protection and GDPR procedures.
• Signpost customers to Life Leisure activities and trusted community services; assist with administrative tasks as needed.

Skills

Customer-facing experience

Booking systems

Payments processing

IT skills

Tools

Booking systems

Job description

Accountable to Duty Managers Responsible for Front of House Service Delivery Key stakeholders Fitness Manager, General Manager, Hub Teams, Support Office, Shared Community Services

Our Purpose

We exist to improve the lives of others

Mission

To develop a healthier and more active community

Role Purpose

As a Receptionist, you will be the welcoming face of Life Leisure, playing a key role in delivering our purpose: to improve the lives of others. You'll be responsible for creating a warm, professional, and efficient front-of-house experience that reflects our WATCH principles. You will promote Life Leisure's services and activities, connect with customers and colleagues to build positive relationships, and provide accurate information and support to ensure every visitor feels valued and informed. Your role will help ensure our hubs run smoothly and that every interaction contributes to a healthier, more active community. You will also be the face of the new Marple Hub, connecting Marple residents to our other partners within the hubs, providing signposting to health, social and library services., KO 2 Support efficient reception operations KO 3 Promote memberships and services KO 4 Maintain safety and compliance KO 5 Support community engagement

Key Objective 1: Commercial Performance

Deliver a warm, professional and inclusive welcome to every visitor, responding promptly to faceto- face, telephone and digital enquiries. Identify each customer's needs, provide clear and accurate information, resolve routine issues at the first point of contact, and escalation complex or sensitive matters to the Duty Manager. Maintain a positive reception environment, communicate delays or service changes clearly, and use customer feedback to support continued service improvement.

Key Objective 2: Operational Performance and Customer Experience

Accurately process customer bookings, membership applications, renewals, amendments, cancellations and payments using the relevant systems and agreed procedures. Confirm customer details, eligibility, prices, terms and booking information before completing each transaction, issue receipts or confirmations, and maintain accurate and up-to-date records. Balance and reconcile cash and electronic payments as required, report discrepancies promptly, and follow financial controls when handling refunds, discounts or payment queries. Monitor reception communications and outstanding actions, complete routine administrative tasks within agreed timescales, and elevate system faults, complex account matters or unresolved concerns to the Duty Manager.

Key Objective 3: People Leadership and Development

Promote Life Leisure memberships, activities and additional services by speaking confidently with customers, explaining the benefits and identifying options that suit their needs. Proactively engage with new and existing customers, encourage participation, support promotional campaigns and events, and pass suitable sales enquiries or follow-up actions to the appropriate colleague.

Key Objective 4: Health, Safety and Compliance

Follow all safeguarding, health and safety, data protection and GDPR procedures. Support safe access to the facility by completing required reception checks, following emergency and evacuation arrangements, protecting confidential customer information, verifying identity where appropriate, and maintaining accurate records. Apply agreed procedures consistently when dealing with children, vulnerable adults, incidents or sensitive enquiries.

Key Objective 5: Community and Partnership Delivery

Build awareness of local programmes, partner organisations and community support by listening to customers' needs, providing accurate information, and signposting or referring them to appropriate Life Leisure activities and trusted community services. The responsibilities described in this job description are not exhaustive. The postholder will work flexibly according to business and community needs and may undertake other duties appropriate to the level of the role. Significant changes will

Essential Customer-facing experience; booking systems; payments.

Desirable Sales, leisure or community experience.

Skills and Qualifications

Essential Functional IT, maths and English skills.

Desirable Customer service qualification; First Aid.