Job Description
A2a
Job Title:
Customer Service and Information Officer,
Waters’ Edge Visitor Centre
Directorate:
Places
Post Number:
PLPR1632
Division:
Property Services
Grade:
Business Unit/Section:
Commercial Property & Tourism
3
Overall Purpose of Job:
1. To support the provision of comprehensive customer services at Waters’ Edge
Visitor Centre and Country Park and a comprehensive tourist information service to
enhance the visitor experience and maximise visitor numbers and spend in North
Lincolnshire.
2. To provide a financial and administrative service to assist the Waters’ Edge
Business and Visitor Centre Manager assisting in maintaining and ordering saleable
and non-saleable stock to promote North Lincolnshire.
3. Assist the Visitor Centre Manager to plan, manage and promote events at Waters'
Edge.
Main Responsibilities:
 Provide a quality, comprehensive reception service to businesses at Waters’
Edge Business and Visitor Centre.
 Provide a quality, comprehensive tourist information service to visitors and
potential visitors to North Lincolnshire, including operating and administering
box office and agency services.
 Check, record and process the sale of all goods and services of the Waters’
Edge Visitor Centre and ensure that cash and income received is handled,
recorded and balanced in a safe and secure manner, ensuring compliance
with external audit requirements.
Job Description
A2a
 Assist in the management of the meeting and conference facilities at Waters’
Edge Business and Visitor Centre, advising customers, taking bookings and
payments as necessary.
 Assist the Visitor Centre Manager to arrange events and craft fairs at Waters'
Edge Business and Visitor Centre, advising customers and stallholders,
taking bookings and payments as necessary
 Assist in the arrangement of school and group visits at Waters’ Edge Country
Park, advising customers, taking bookings and welcoming groups.
 Assist in the maintenance, monitoring and control of sales and North
Lincolnshire leaflet stock.
 Assist in providing a comprehensive range of visitor information, advice and
support services, including the promotion of the facilities to support senior
officers in their work to meet and continually develop service objectives.
 Gather and compile manual and computerised information on existing and
potential visitors to North Lincolnshire.
 Provide a range of administrative services including advisory services,
dealing with correspondence, collating information, analysis and distribution,
processing documentation, servicing meetings, compiling statistical and other
returns to ensure effective internal and external communications and provide
accurate management information.
 Deputise for the Waters’ Edge Business and Visitor Centre Manager as
required.
 Assist in compiling and distributing events and facilities listings to promote
North Lincolnshire as a visitor destination.
 Assist in maintaining agreed stock levels of all non-North Lincolnshire tourism
brochures to comply with TIC minimum standards.
 Represent North Lincolnshire Council at exhibitions and events.
 Identify, monitor and review appropriate opportunities for self, other staff and
service development, to enhance service provision.
 The post will include working every Saturday and Sunday.
 Provide assistance with visitor information services across North Lincolnshire
on occasion.
Job Description
A2a
Knowledge, Skills and Experience Required:
Essential:
 Well-developed interpersonal skills and a commitment to excellence in customer
care.
 Good verbal and written communication skills with the ability to communicate and
encourage with tact and diplomacy.
 Ability to work as part of a team and use own initiative.
 Word processing, computer literacy – Microsoft Office (including Word, Powerpoint
and Excel) and email.
 Flexible approach to working due to changing workloads and priorities.
 Willing to work weekends.
 Ability to transport self around North Lincolnshire
Creativity and Innovation:
The post holder is expected to assist in the development of creative and imaginative ways
of marketing W aters’ Edge Country Park. Examples of creative aspects of the job are:
 Undertaking visitor surveys that generate interest and provide meaningful results.
 Ensuring that schools and visiting groups get the maximum benefit from their visit to
Waters’ Edge.
 Assisting with the planning of craft fairs and activities to increase footfall
Council policies, guidelines, service and regeneration strategies govern the work of the
post. These are the framework for decision making but the job requires creativity to
achieve desired goals.
Decision Making:
Prioritisation of own workload.
Referral of general and telephone enquiries.
The post holder will at times work unsupervised.
Job Description
A2a
Contacts and Relationships:
All contacts will be in relation to partnership working and the promotion of North
Lincolnshire.
 Waters’ Edge Business and Visitor Centre Manager – continuous.
 Tourism and Town Centres Team, Environment Team, Commercial Property Team
– continuous.
 Head of Service, Members, Director – occasional to answer questions.
 Members of the public, businesses, organisations and groups – continuous to
produce info & help develop facilities.
 Town & Parish Councils – occasional to update on events & activities.
Responsibility for Resources: (to include approximate value, sole or shared
responsibility and for what percentage of their working hours away from their
designated base)
Handling of cash, direct debit and cheques in relation to saleable items and bookings
(shared with W aters’ Edge Business and Visitor Centre Manager). Up to £1000 combined
value.
Keyholder for the building – shared with W aters’ Edge Business and Visitor Centre
Manager & staff in the team.
Daily securing of the building as and when required. On a rota with Waters’ Edge Business
and Visitor Centre Manager and cleaners.
WORK ENVIRONMENT
Work Demands:
The Waters’ Edge Business and Visitor Centre Manager sets deadlines, but the postholder
will be expected to prioritise their workload to meet customer requirements.
Tasks interrupted by visitors.
Job Description
A2a
Physical Demands:
Generally office environment. Some standing for long periods at promotional events.
Taking delivery of and unpacking promotional literature and stock 10-12 times per year.
Deputising for the W aters’ Edge Business and Visitor Centre Manager in facilities
management.
Working Conditions:
Normally office environment, occasional outside working. W eekend working (Saturday and
Sunday).
Work Context:
Potential for conflict from customers. Some lone working.
Job Description
A2a
Position in Organisation:
Indicate how many staff the post is directly accountable for: None
Does the postholder manage the posts N/A
OR
Does the postholder supervise the posts N/A
Are posts in more than one location? N/A
Is the supervision/management shared with another post in the structure? N/A
Please indicate which post(s) _______________________________________________
Tourism Town
Centres Manager
FT
Waters’ Edge
Manager
FT
Customer
Service &
Information
Officer
FT
Customer
Service &
Information
Officer
0.75FTE
Note:
Post holders will be expected to be flexible in undertaking the duties and responsibilities
attached to their post and may be asked to perform other duties, which reasonably
correspond to the general character of the post and are commensurate with its level of
responsibility. This job description is provided for guidance only and does not form part of
the contract of employment.
Date of Job Description
…………………………….
Date copy sent to Post holder
…………………………….