Job Description

GLPC Job Description
Job Title
Chief Operating Officer
Culture Service
Scale 3
Reports to
Duty Manager
Job Purpose:
To work as a member of a team to provide high quality services which ensures the highest standard
of customer care at Bridge Park Community Leisure Centre. To deal with enquiries, bookings and
casual admissions, process memberships and take payment for activities and invoices.
Principal Accountabilities and Responsibilities:
1.1 To deal with customer enquiries in a prompt, polite, pleasant, courteous and efficient
manner, both by telephone and face to face, ensuring that customers’ requirements are
meet and dealt with in line with Council guidelines.
1.2 To be aware of the facilities and activities available at the Centre and provided by the
Sports Service as well as awareness of the information available on the Council’s Website.
1.3 To actively promote the benefits of the B.Active card and Fitness membership and all
other activities within the Centres and provided by the Sports and Parks Service.
1.4 Ensure that the computerised booking system is keep up to date, in relation to member, BActive, other schemes and non members details.
1.5 To ensure that the reception areas are maintained to the highest standards of cleanliness,
tidiness and hygiene at all times by undertaking cleaning including all surrounding areas
and reporting concerns to the Duty Manager on duty as necessary.
1.6 To comply with health and safety policies and procedures, reporting any incidents,
accidents, hazards or near misses to the Duty Manager promptly and efficiently in line with
the Centre reporting methods and procedures.
1.7 To be aware of the Centre normal operating hours and the need to work unsociable hours
when required.
Version 1: March 2014
Date of Job Evaluation
Page 1 of 4
1.8 Safeguarding is everyone's responsibility and all employees are required to act in such a
way that at all times safeguards the health and well being of children and vulnerable
1.9 Carry out duties with due regard to the Council’s Customer Care, Equal Opportunities,
Information Governance, Data Protection and Health and Safety policies and procedures.
1.10 To carry out any other duties as and when required to ensure flexibility is maintained
within the work of the Sports and Parks Service.
Additional requirements:
2.1 To work at agreed times which will include working evenings, weekends and public/bank
DBS Status
Politically Restricted
Version 1: March 2014
Date of Job Evaluation
Page 2 of 4
Person Specification
Job Knowledge, Skills & Experience:
Specify the qualifications, experience, skills and abilities required.
All criteria are essential
Education, Training & Qualifications
Customer care certificate
GCSE maths and English
A commitment to continuous improvement and self-development
Knowledge and Experience:
Experience of working in reception environment.
Experience of delivering high quality customer service.
Experience of working in a multi-disciplinary team.
Awareness or knowledge of indoor sports.
Experience in cash handling.
Knowledge and understanding of working with diverse groups of people in a multi-cultural
Knowledge and experience in MRM or computerised booking systems.
Experience in collating data.
Awareness of Health & Safety procedures including fire evacuation.
Skills and Abilities:
Ability to contribute to the continued improvement of service within the Leisure Service.
Ability to communicate effectively both verbally and in writing.
Ability to work independently with minimal supervision for a short period of time.
Ability to understand and follow verbal and written instructions.
Able to undertake training to meet the requirements of the role.
Ability to remain calm when under pressure.
Special Requirements:
This position requires that postholders undertake an Enhanced CRB disclosure considered
satisfactory by the Council prior to employment and every 3 years thereafter.
This post is exempt from section 4 (2) of the Rehabilitation of Offenders Act, 1974, as the
duties give you access to persons who are under the age of 18. Applicants are not entitled to
withhold information about convictions, which would be regarded as spent for other purposes.
A commitment to and understanding of the principles of Customer Care in both employment
and service delivery (mandatory).
A commitment to and understanding of the principles of Equal Opportunities in both
Version 1: March 2014
Date of Job Evaluation
Page 3 of 4
employment and service delivery (mandatory).
Ability to work late nights and weekends.
Version 1: March 2014
Date of Job Evaluation
Page 4 of 4