Sports Receptionist

Full time
Open ended

The closing date for applications is midnight on Wednesday 21 February 2024
Interviews are expected to take place on Monday 04 March 2024

The University will pay a supplement per annum pro rata to spine point 10 with effect from 24 October 2023, to align with the Real Living Wage (RLW) which equates to £22,464 p.a. This RLW supplement will be reviewed annually to take account of future increases and RLW rates.

There is an expectation that work will be undertaken in the UK.

This role will require a Basic Disclosure check. An offer of employment will be subject to a satisfactory outcome of this process.

This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK.

The University of Stirling recognises that a diverse workforce benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers and welcome applications from those who would contribute to further diversification of our staff and ensure that equality, diversity and inclusion is woven into the substance of the role. We strongly encourage applications from people from diverse backgrounds including gender, identity, race, age, class, and ethnicity.

The role of Sports Receptionist is to provide an exemplary level of customer care to members, students, staff, community and campus visitors. The post holder will also support the administration of membership sales and programme delivery.

The role will require a friendly, well organised and engaging professional to deliver an exceptional front of house service, promoting participation and engagement across all University of Stirling Sport programmes and services.

Additional Information/Special Conditions

• A working pattern operates, and the nature of the duties will require the job holder to work early morning, evenings, weekends and bank holidays and a show willingness to work additional hours to cover holidays, sickness and large events
• The earliest shift starts at 5.30am and the latest shift ends at 10.30pm
• The full-time working week is an average of 36 hours per week over a three-week rota
• Sports Receptionists are normally expected to work two weekends in three
• The successful candidate will be expected to wear uniform
• Working patterns may be subject to change

Customer Support & Admissions

• Greet all visitors to the centre, ensuring they are made welcome, ascertaining their requirements, assisting them with general information or passing them on to the appropriate person
• Check membership eligibility and status, resolving any restrictions to access promptly and professionally
• Answer the telephone and emails to ensure excellent customer care of all enquiries
• Issue items stored at reception related to the smooth operation of the service delivery i.e. keys (signed in and out), selling/hiring of sports equipment, lost property

Enquires and Bookings

• Receive, process and confirm bookings and reservations for all aspects of service
  delivery utilising the Leisure Management System
  
• Amend customer bookings and make cancellations, where appropriate, in
  accordance with department policies and procedures, and ensure all parties are
  informed of relevant changes

Membership & Programming Sales

• Ensure full knowledge and familiarity with all membership packages and programmes e.g. swimming lessons and tennis lessons
  
• Proactively promote University of Stirling Sport memberships to students, staff and the wider community, advising and touring prospective customers and encouraging sales

Cash Handling & Financial Administration

• Accept, record and process payments for activities, appointments, classes, courses
  and events via the Leisure Management System and in accordance with procedures and policies
  
• Reconcile takings at the close of each shift via the Leisure Management System and in accordance with policies and procedures

Reporting & Administration

• Assist with the recording and administration of departmental hire of equipment and re-sale service, including counting stock, controlling deposits and accurately
  recording sales
  
• Administration and transfer of lost property

Qualifications/Education

• Educated to GCSE level (or equivalent qualifications) or relevant experience

Experience

• Delivering excellent customer service and customer care
• Working in a busy front of house/reception environment
• Providing and processing information in respect of sales and sports programmes
• Cash handling and reconciliation processes
• Making decisions and using judgement and initiative to solve problems

Knowledge

• The ability to use a wide range of IT packages and knowledge of an electronic Leisure Management System

Skills

• Excellent customer service skills
• Effective verbal and written communication skills
• Ability to communicate and interact with customers
• Strong organisational skills
• Ability to work calmly and professional when under pressure
• Self-motivated with positive, can-do attitude
• Maintain a professional image at all times
• Problem solving skills
• A strong ability to work using initiative
• Ability to work within a team
• Basic levels of computer literacy especially within Microsoft packages and leisure management systems

Other

• A flexible approach to working hours to meet business needs including evening, weekend and public holidays as required

Qualifications/Education

• Basic First Aid
• Customer service qualification or certificate
• Administration qualification

Experience

• Experience working within the sports and leisure sector
• Experience in a retail, hospitality, or sales environment

Knowledge

• A basic knowledge and interest of the sport and leisure industry

Skills

• Sales skills
• Basic administrative skills

As Scotland’s University for Sporting Excellence and The Times Sports University of the Year 2020, sport is part of the DNA at the University of Stirling. The deliverables build on the philosophy of the first Chancellor, Lord Robbins, when he spoke of ‘education with a purpose’. Our impact, contribution and ambition is purposeful in everything we do, aligned to our status as one of the top sporting institutions in the UK.

2022/23 has been another great year for sport at the University of Stirling. The success, prowess and reputation of sport at Stirling is setting standards across the sector and the inspirational performances of our elite athletes on the world’s biggest sporting stages, is complemented by the buzz of activity in the new sports facilities. Engagement levels are high, feedback is excellent and sport is contributing significantly to the health, wellbeing and experience of students, staff and community.

We don’t want to rest on our laurels, and we will continue to set the standards for everyone else to follow. It is within this context that we will always challenge ourselves and seek to really make impact.

The University of Stirling is committed to providing education with a purpose and carrying out research which has a positive impact on communities across the globe – addressing real issues, providing solutions, and helping to shape society. Stirling is 4th in Scotland and 43rd in the UK for research impact, with 87% of its research having an outstanding or very considerable impact on society – and more than 80% rated either world leading or internationally excellent (Research Excellence Framework 2021).

The University of Stirling is ranked among the top 30 UK universities for student satisfaction (National Student Survey) and top 30 in the UK for postgraduate student experience (Postgraduate Taught Experience Survey), and has an overall five-star rating in the QS Stars University Ratings.

More than 17,000 students study with the University of Stirling globally, with over 140 nationalities represented on its scenic central Scotland campus alone. The University – also home to 1,700 staff – is ranked first in the UK and top three in the world for its campus environment (International Student Barometer 2022, wave two). Ranked first in the UK and top five in the world for its sports facilities (International Student Barometer 2022, wave two), Stirling is Scotland’s University for Sporting Excellence. Its world-class facilities provide the perfect training environment for the University’s sports scholars – many of whom compete at the highest level, including at the Olympics and Commonwealth Games – and for students, staff, and the wider community.

The University has twice been recognised with a Queen’s Anniversary Prize – the first for its Institute for Social Marketing and Health (2014) and the second for its Institute of Aquaculture (2019).

The University is a signatory to the £214 million Stirling and Clackmannanshire City Region Deal and a central partner of the Forth Valley University College Health Partnership.
www.stir.ac.uk@stiruni