JOB DESCRIPTION

CUSTOMER SERVICE ASSISTANT

Reports to Customer Service Manager, Regional Manager or Senior Customer Service Assistant

Our people are what make Podium special. Over and above specific experience, we look for team members who share our values and visions. These include:

• A strong work ethic

• Strives to exceed customers’ expectations

• Respectful

• Welcoming to colleagues and clients

• First point of contact for all clients and guests

• Sets high standards

• Represent Podium and acts as a brand ambassador at all times

This job description aims to demonstrate the day to day duties of the role. There may be additional duties and responsibilities from time to time, and team members are expected to be flexible in their approach to ensure that the highest standards of Customer Service are offered.

A Customer Service Assistant is responsible for:

• General reception duties including telephone answering and client queries

• Liaising with clients regarding their service requirements, and providing outstanding customer service

• The general upkeep and appearance of the Business Centre

Key Tasks:

• Reception Duties:

 Greeting all Clients and Visitors in a friendly, welcoming and professional manner

 Answering incoming phone calls professionally, as per client requirements

 Ensuring Centre Facilities e.g. reception, meeting rooms; kitchens; are set up to Podium standards

• Liaising with clients:

 Delivering high levels of Customer Service

 Acting as point of contact for all internal client requests

• Internal Sales and Marketing

 Promote the refer a friend scheme

 Be aware of all available and upcoming space to discuss with clients

• Promoting and upselling Podium products

 Upsell Podium Connect to remote and inhouse clients and ensure you are aware of all benefits and able to confidently discuss them

 Upsell Dock Club memberships

• Health and Safety

 Assisting the Manager with ensuring risk assessments are kept up to date

 Assisting the Manager with ensuring regular electrical servicing is organized, fire alarms and equipment are tested according to law and overseeing fire evacuations

 Supporting the Manager with contractors and suppliers

 Assisting the Manager with regular building and furniture audits to make sure the upkeep and appearance of all the sites are to a high standard and ensuring all storage areas in all sites are free from rubbish and debris at all times

 Complete all audit tasks using the ComplyNC software reporting any remedial tasks to the correct department

 Assisting the Manager to ensure clients comply with the fire and health and safety regulations and keeping their client file up to date in this respect

 Assisting the Manager with liaising with cleaners to ensure standards are maintained and to ensure all washroom facilities are clean and properly maintained

 Assisting the Manager with ensuring all facilities are maintained and kept in a good state of repair

• Ensuring catering requirements are met for meeting room clients, arranging catering with suppliers as required

 Ensure meeting rooms are fully stocked, replenished as necessary and kept clean and tidy at all times

• Client Services:

 Providing secretarial services to clients

 Providing administration services to clients

 Taking deliveries for clients

• Dealing with post; outgoing mail and faxes for clients

• Telecoms and IT

 Assisting the Manager to ensure all client and Podium requirements for telephony, internet and IT are dealt with efficiently

 Developing own understanding of internal processes in relation to telephony, internet and IT

 Developing a full understanding of how the IT and Telecoms infrastructure works for each Centre

 Supporting the setup of all the IT and Telecoms for all new clients

 Generate phone call reports if clients have queries

 Ensure phone bibles are kept up to date

 Direct all IT and telecoms queries to the correct person if unable to resolve

• Conferencing:

 Taking bookings for meeting rooms from clients

 Ensuring meetings rooms are set up with correct equipment

 Ordering catering from suppliers and delivering to clients

 Monitoring meeting room bookings to ensure correct billing

• Billing:

 Ensuring all billing information captured correctly and entered onto Operate

 Make sure billing checklist is up to date

 Run meeting room reports prior to billing to ensure all input information is correct

 Ensuring the purchase order process is used at all times when ordering products and services on Exchequer 365 and the Podium financial approval process is followed

 To assist clients in the quick resolution of any queries relating to invoices and charges, to include client reconciliations.

• Quality, standards and maintenance:

 Reporting faults and maintenance issues and input onto ComplyNC

 Ensuring centre facilities are clean and to Podium standards at all times

 Assist senior and manager with gathering quotes for any works needed in the centre

 Keep maintenance list up to date

 Ensure all paper and electronic files are maintained in line with GDPR regulations

Debt Management

 Assist the manager with the company debt management process, liaising with clients and Podium Finance Department to ensure debt is kept to a minimum

 To assist with reducing aged date on a month on month basis

 To work with the Manager on the provision of Bad Debt

 Complete and collate all small claims court documentation

 Liaise with Head office to ensure all fees and charges are applied correctly to client accounts

Desirable Skills and Experience:

• Customer Service Skills and Experience

• IT literate, including good working knowledge of Microsoft Office

• Understanding of billing processes

• Excellent time management skills and ability to prioritize

• Ability to work in a busy environment

• Good administration skills

• Time management

Competencies:

Competency Key Action

Proactive Ability to anticipate client requirements

Initiative Takes action, initiates customer service

Energy Maintains high productivity/activity level

Client focused Takes steps to ensure customer satisfaction

Responds to enquiries in a timely manner

Good telephone manner

Professionally presented

Planning/Organizing Sets priorities, schedules activities effectively

Standards Sets high performance standards for self

Motivation Has a positive, upbeat attitude towards work

Reliable

Professional manner

Flexible

Calm under pressure

Podium Space Ltd

Company Overview