Job Description
Post:
Customer Service Assistant
Grade:
£7.50ph, Annualised Hours 1300 per annum (average 25h pw)
Responsible for:
n/a
Responsible to:
TouchBase Centre Manager / Chef Manager
Description of the role
As a Customer Service Assistant at TouchBase you will be a vital part of ensuring
we provide a warm welcome to everyone who comes into the building. The majority
of your time will be spent serving in our Hive Café, but you will also work flexibly to
cover the Reception desk, and to assist on events as a Steward or Catering
Assistant.
Key Duties and Responsibilities
Core Responsibilities
These apply to all duties within the role.
Act as an enthusiastic ambassador for TouchBase Pears, and for Sense.
Demonstrate consistent high standards of customer service to all, adapting your
communication style appropriately to different customers.
Always be warm, welcoming and approachable.
To undertake training and be confident to deliver a key role in an evacuation
scenario, acting appropriately to the role you are allocated at the time.
To be vigilant at all times and know the lines of communication and emergency
procedures, taking appropriate action to ensure personal safety and security as well
as that of customers and colleagues.
Take professional pride in how you look and how your working environment looks,
and ensure that high standards of personal hygiene and cleanliness are maintained.
Have a thorough working knowledge of all our facilities, services and products,
taking any opportunities to promote these.
Help all TouchBase visitors find their way around and get the most out of their visit.
Be well-informed about a wide variety of access needs and develop confidence in
assisting people as needed.
Pro-actively approach visitors to offer assistance, in a relaxed and welcoming
manner.
Always look to find a solution to a problem and focus on the best outcome for the
customer.
Actively seek customer feedback, provide a sufficient response and pass on
appropriately.
Always look for ways to improve and actively feedback constructive ideas.
Support each other and the whole TouchBase team to work together to deliver an
outstanding experience, whatever the purpose of someone’s visit.
To work flexible hours, including early mornings, evenings and weekends as needed
to cover activity in the building.
Café Responsibilities
To keep displays fully stocked and looking attractive to maximise sales opportunities,
confidently and proactively selling all menu items.
To be trained in Barista skills and use this to make and serve a high standard of hot
drink to customers.
To serve prepared or simple ‘grab and go’ menu items to customers.
To maintain excellent standards of food hygiene and to undertake any necessary
qualifications.
To report stock deficiencies, inferior products, losses and spillage to Supervisors.
Ensure all stock is stored appropriately and used in rotation.
2
Ensure eating areas are presented to high standards so that customers enjoy a
comfortable and welcoming environment.
To be well-informed about café menu items including allergens.
To up-sell where appropriate to maximise café income.
To undertake training in the specific needs of the individuals Sense supports as
regards food and eating, and to support these needs wherever possible.
To manage money efficiently, operating till systems and assisting with the
reconciliation of stock and monies from all sales as required.
Reception Responsibilities
To support the core TouchBase Reception/Admin team to provide an excellent
service, including:
To provide a point of contact for all customer enquiries, comments and complaints
and deal with them efficiently, calling the duty manager for support when needed.
To ensure the reception desk is visibly manned by a minimum of one person at all
times, arranging other duties within the team and calling in the duty manager to
assist as needed.
To have a good working knowledge of the Artifax system (room and event bookings)
– training will be provided - and to produce and send any necessary reporting.
To control entry to the car park.
To ensure the stationary cupboards on the ground and first floors are well-stocked,
and to communicate any low stock to the appropriate team member.
To greet visitors and escort them to the relevant waiting area and inform the relevant
parties of their arrival.
To provide day to day management of the door entry system, CCTV, the intruder
alarm and the fire alarm system.
Event Steward Responsibilities
These will vary widely according to the type of event but may include:
Checking tickets and monitoring entrances to the auditorium, including seating
latecomers.
3
Directing and welcoming guests/customers/clients.
Assisting colleagues with room set-up and reconfiguration and moving equipment or
furniture as necessary.
Catering Assistant Responsibilities
To serve on the Buzz Bar, pouring, serving and where appropriate selling drinks
including alcoholic beverages.
To have an understanding of licensing requirements regarding age appropriate
provision of alcohol and to at all times uphold these.
To serve food from a buffet or tray, replenishing as needed and providing a smooth,
efficient and friendly service.
To undertake any other duties as may be reasonably required for the efficient
running of the public-facing services at TouchBase Pears
4
Person Specification
This section outlines the experience, knowledge, skills and abilities the job holder
needs in order to fulfil the requirements of the post. Essential criteria are those which
the job holder must have in order to do the job. Desirable criteria are those qualities
that would be either useful, or an advantage or those which the jobholder can be
trained to do.
Please use the ‘additional information’ section of the application form to evidence
how you meet the essential criteria as well as how your practice reflects the I
statements.
Education and Training
Essential Criteria
Desirable Criteria
n/a
n/a
Achievements and Experience
Essential Criteria
Customer service experience
(professional or voluntary)
Desirable Criteria
Experience of working with people that
are disabled
Experience of customer service in a
large venue
Skills & Abilities
Essential
Excellent communication skills
Proactive problem-solving attitude
Competent with Microsoft Office,
confident to learn new IT systems
Flexible work availability including early
mornings, evenings and weekend
An ability and enthusiasm to work with a
diverse range of people, including
people with complex disabilities
Willingness to develop a range of
alternative communication skills
A high level of numeracy and money
handling
Honesty, punctuality and reliability
Desirable
Basic British Sign Language
Experience of operating a till system
Retail experience
Reception experience
Event steward experience
Bar/Café experience
5
The “I” statements detail essential behaviours that we value at Sense.
“I” Statements apply to staff, trustees and people who use the services.
Behaviours








I will be honest and open
I will listen to others
I will respect others
I will participate and contribute
I will take informed risk
I will find things to celebrate
I will understand and respond
No decision about me without me
6