• Respond appropriately to complaints, complex queries and customer feedback, ensuring matters are dealt with quickly and effectively; • Contribute to initiatives to undertake development/improvements/tenders to our current software reservation system (Kinetix) and online registration and payment portal (Aventri); • Ensure that managed conferences and events arrangements have proper regard for clients’ and the University’s legal, social and commercial reputation. Ensure that any reputational risks are managed and, where necessary, brought to the attention of service heads and directors; • Undertake all staff management per University procedures. Ensure that the team you manage receive staff reviews (SRDS), coaching/training and planned personal development; • In line with HR policy and procedure, consistently and effectively performance manage your team, taking prompt action to address any issues of poor conduct or performance; • As a key member of the Conference & Events management team, you’ll attend regular management team meetings, actively putting forward ideas, suggestions and providing/presenting information when required; • Assist colleagues and teams in other University services, as necessary, and as may be directed by the Head of Conferences and Events; • As might be required, develop and maintain quality standards for conferences and events to meet the objective of operating a quality management system that will comply with the requirements of ISO 9001:2015;
• Prepare and deliver presentations/ demonstrations for staff, customers, and visitors to promote product and service standards awareness as necessary; • Promoting and upholding Service and • University values and leading by example; These duties provide a framework for the role and should not be regarded as a definitive list. Other reasonable duties may be required consistent with the grade of the post.
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