Person Specification: Customer Experience Assistant – Southmead Development Trust

Person Specification: Customer Experience Assistant

Key duties

Administrative and Executive Support:

Provide high-level administrative support to the CEO and Senior Leadership Team (SLT) including managing calendars, arranging meetings, and supporting the preparation of presentations or documents.

Take a lead role in managing the formatting, and timely distribution of board papers, meeting agendas, and key documents.

Assist in the formatting and preparation of documents such as funding bids, strategies, proposals, and reports to ensure clarity and consistency.

Maintain accurate records of minutes and follow-up actions from Board and SLT meetings, ensuring all tasks are logged and tracked.

Support with organisational governance including forward planning of meeting agendas and Trustee paperwork.

IT and Operations Support:

Assist the Operations Manager with IT-related administrative tasks, including logging equipment, managing IT assets and stock, and supporting IT procurement.

Maintain accurate records of office equipment and assist in the maintenance of office systems.

Ensure accurate data entry and regular updates within the organisation’s CRM system to maintain up-to-date contact records.

Perform routine data cleansing of the CRM system, generate reports, extract data to support fundraising, marketing, and outreach activities, ensure the integrity and consistency of CRM information

Front of House Duties:

Cover front-of-house duties in an efficient, professional, and courteous manner, ensuring all visitors are warmly welcomed.

Build and maintain positive relationships with visitors, staff, and tenants at our centres, to ensure a high-quality customer experience.

Respond to a wide range of enquiries (phone, email, face-to-face) professionally and effectively, operate the till when required.

Event and Facility Support:

Assist in the preparation of our spaces for events including opening and closing the Southmead Adventure Playground & Youth Space on Sundays, at Greenway setting up the Main Hall, and meeting rooms with chairs, tables, refreshments, and close-down events to ensure smooth event operations.

5. Booking System and Customer Support:

Manage the booking system for events, customer, staff, and visitor enquiries, ensuring all bookings are handled efficiently.

Support the Greenway Gym by assisting members with check-in, membership sign-up, providing information on membership options and classes, and handling urgent class announcements.

Event Planning and Support:

Collaborate with the Customer Experience Manager to expand the Trust’s event programme by helping to plan and organise events, maintaining guest lists, coordinating ticket sales, sourcing raffle prizes/donations, and promoting events on social media.

Welcome guests to events and ensure a positive and engaging experience for all attendees.

Facility Management and Health & Safety:

Ensure the reception area, foyer, communal areas, and noticeboards are always maintained to a high standard, ensuring customer-facing information is up-to-date.

Process payments through the cash register and handle end-of-shift cash reconciliation.

Unlock and lock the building, ensuring security measures are followed as a key-holder.

Act as a fire marshal, leading fire evacuations when necessary, and adhering to health and safety policies, legislation, and regulations.

General duties

Have a flexible working approach including working occasional early mornings, evenings and weekends.

To comply with all Trust policies and procedures.

To model and encourage our values of: Positivity, Integrity, Excellence, Welcoming, Entrepreneurial, and to fulfil the wider vision of the Trust

Ability to work independently and proactively to solve problems.

To participate in training, professional development and team meetings.

Any other duties as and when required

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