Job Description

The Council has a set of core values which are:

Purpose of the Role To provide updated and current information to residents, visitors, businesses (including transport, visitor attractions, local services and activities) and act as an ambassador of the resort, via a range of channels including web, email, social media, telephony and face to face contact.

Assist in the management of visitors to the resort of Cleethorpes, encouraging safe use of the resort’s beaches and open spaces. Encourage appreciation, enjoyment and safe use of the resort’s beaches, open spaces and facilities by residents and visitors by engaging with people. Offer advice and respond to service requests related to a wide range of community and environmental issues including local environmental protection, environmental crime and other matters affecting the street scene and amenities of our communities by linking in with other Council services.

Act as the ears and eyes in the community by being a front facing service including walking, greeting, and talking with visitors in the resort.

Main Responsibilities

• Keep information sources (website content, social media, materials etc) current and up to date.
• Promote events and activities in the resort in various ways, such as use of social media, leaflet distribution etc.
• Enable and empower residents, visitors and businesses to seek information and advice online as a way forward, promoting the use of the website and social media through signposting.
• Engage and consult with residents and visitors regarding their views about the borough, taking feedback on what interests people visiting the resort.
• Engage and provide relevant information on NEL to key industry sectors that require material and advice on the borough. For example, supporting visitors to a conference or a consultant coming to work here.
• Build and maintain effective relationships with local and regional businesses, partner organisations, residents, visitors and any other stakeholders.
• Maintain social media pages to allow easy access to information in a timely manner, directing and supporting customers with self-serve, via web chat, giving out links to online information via email.
• Proactively identify and provide information and advice to residents and visitors, signposting and referring to appropriate events and activities.
• Proactively engaging with visitors to the resort, for example, providing a ‘meet and greet’ for coach visitors.
• Support business processes linked to the corporate information systems e.g. finance systems.
• Collect and deposit payments for activities defined in Council procedures such as fishing permits, bait digging, use of slipway, hire of wheelchairs etc.
• Undertake such other duties as may be reasonably expected at this level.

• Resort Ambassador Employee Specification

  ESSENTIAL DESIRABLE HOW MEASURED EXPERIENCE Demonstrates ability to communicate clearly both verbally and in writing Conflict management Application form and assessment interview Effective use of ICT e.g. MS Office (Outlook, Word, Excel), databases, internet, social media, web chat Building and maintaining relationships with various stakeholders Delivery of a range of multi-channel information, advice and appropriate signposting Planning and prioritising work KNOWLEDGE Ability to apply rules, procedures and techniques to undertake a range of tasks to deliver efficient customer services

  Principles of efficient and effective customer service

  Application form and assessment interview

  Adaptable to change and new working practices Council’s values framework and expected behaviours Codes of practice and operating procedures both general and specialist e.g. data protection, confidentiality, information security

  Principles of equality and diversity Databases and industry database software SKILLS AND ABILITIES Demonstrates ability to communicate clearly both verbally and in writing Aspects of Health and Safety e.g. risk assessments Application form and assessment interview Will have the ability to provide information, advice and guidance in accurate spoken English (as required under the Immigration Act 2016)

  Planning and prioritising work

  Effective use of ICT e.g. MS Office (Outlook, Word, Excel), databases, internet, social media, web chat EDUCATION, TRAINING AND QUALIFICATIONS

• or equivalent experience Level 2 Information, Advice and Guidance qualification or equivalent Customer Service qualification or equivalent skills, knowledge and experience

• Application form and assessment interview

  English and Maths skills to Level 2 or equivalent skills, knowledge and experience WORKING ARRANGEMENTS Flexible to meet the needs of the service Agile working Application form and assessment interview Lone Working Flexibility to work outside of core hours

  Prepared by: Scott Snowden. Resort Manager

  Date: 03/04/21