Front of House, Customer Care Officer

The Yard is looking for passionate and positive individuals to join our driven family. Do allow up to 5 working days to get back to you. Only shortlisted applicants will receive a reply. Thank you for your interest.

**JOB PURPOSE**:

- Under the direction of the Directors and the Management at the Dempsey location, be responsible for The Yard’s Front of House.
- Be responsible for The Yard Dempsey’s memberships from sales to the administration of payments, assisting in the analysis, reporting and identification for future membership growth and development across all services.
- Working with the team, ensure the facility is presentable and fully operational on a day to day basis.
- Be responsible for the birthday party administration, liaising with parents and coaches and hosting of parties.

**JOB DESCRIPTION**:
**Customer Care**
- Greet customers according to the reception procedure operating at The Yard.
- Act as the first line of support for all parents, children and patrons to The Yard.
- Provide front of house customer care for all enquiries, concerns and complaints.
- Ensure that all information presented to members and potential members is readily available and on-brand.
- Administer current memberships, ensure all payments are made, taking into account any credits or debits of accounts.
- Manage new membership sales, advising customers and assisting sign-ups, upgrades and transfers.
- Report and analyze failed payments, liaising with the membership team and customers to rectify discrepancies.
- Follow all Government regulations ensuring customers, employees and all participants are kept safe and rules are adhered to.

**Administration**
- Greet customers according to the SOP for The Yard and ensure the facility is presentable and operational on a day to day basis.
- Provide information on services and all retail products at The Yard.
- Assist with stock taking and ensure products are displayed neatly around the reception areas.
- Assist with the cash/nets payments for customers and reconcile all sales daily and prepare for banking.
- Support coaches in the administration of classes according to the Registration Procedure and Trials Procedure within the SOP.
- Liaise with coaches on a regular basis to ensure participants are attending relevant classes.
- Provide administrative support for classes, camps and Birthday Parties.
- Perform any administrative duties as directed by Dempsey Management.
- Promote The Yard’s products and services and update all inventories.
- Promote classes, birthday parties, camps and other additional activities at The Yard and ensure new and potential bookings are forwarded to the relevant parties.
- Ensure the smooth execution of birthday parties at Dempsey, from first communication to a conclusion, overseeing and continually improving the processes including communication with parents, preparation of gift bags, coaching resources and the inventory of party decorations.
- Continue the development of the SOP for parties including checklists for coaches to ensure successful revenue generation for parties at Dempsey.
- Work to continually improve the reception procedures and associated documents, including checklists to ensure daily tasks are completed. This should be in conjunction with the other locations.

**General**
- Maintain a high standard of personal appearance.
- Be punctual and have a positive attitude to attendance.
- Maintain a high standard of conduct and behaviour that is sensitive to the client base particularly when dealing with the children.
- Assist with facility maintenance and the overall presentation of the Gym.
- Be a team player, working with all members of the Dempsey staff.
- Participate in company appraisals, and undertake identified development opportunities on an annual basis.
- Respect confidentiality at all times.
- Complete ad hoc tasks to be agreed upon with the Management team.