Customer Accounts Advisor - Edinburgh Leisure - 18571

Employer:     

Edinburgh Leisure is one of Edinburgh's largest local employers, and we are determined to get our city moving. We are here to help our customers enjoy a healthier, happier, and more active life. We operate 75 sports and leisure facilities across the city, offering diverse activities for all ages to support the wellbeing of members and the wider community. As a charitable trust, we rely on donations, and every penny goes back into taking care of the health and wellbeing of Edinburgh.

Environment: 

We’re looking for a friendly, organised and customer-focused Customer Accounts Advisor to join our Customer Contact Team at Meadowbank Sports Centre. This role plays a key part in delivering a positive experience for our members by providing clear, accurate and supportive advice on accounts and payments. This is a full-time position working 35.75 hours per week Monday to Friday - a mix of early and back shifts (08:00 - 16:00 or 10:00 - 18:00) and working every 4th weekend (09:00 - 17:00).

What might a day in this role look like?

• Respond to telephone, email and web enquiries relating to memberships, accounts and direct debit payments in a timely, knowledgeable and engaging manner.
• Deliver a consistently high standard of customer service, ensuring every customer interaction is positive and informative.
• Maintain accurate member and payment records, ensuring customer details, transactions and payment information are correctly updated and processed.
• Process price changes, membership upgrades and account amendments accurately, ensuring changes are clearly communicated to customers.
• Proactively contact customers with outstanding payments, supporting the collection process in a professional, empathetic and solution-focused way.

What will I learn?

We provide opportunities for training, career growth and development.

What qualifications/skills are required?

• Previous customer service experience, with an understanding of direct debits and finance systems.
• Strong organisational skills and excellent attention to detail, with the ability to manage and prioritise workloads effectively.
• Excellent communication and listening skills, with the ability to explain information clearly to a diverse customer base.
• A calm, fair and solution-focused approach to resolving queries and account issues.
• Strong computer literacy, with confidence using a range of IT systems, including Microsoft Office applications, membership and point-of-sale systems.

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