4  Reception Helpdesk

4.1  The Reception Helpdesk shall operate a reception facility and the Contractor will ensure that such facility meets the following requirements:

(a)  it provides a focal first point of contact in the Facility to welcome and/or assist all Users;

(b)  external telephone calls are answered within [♦] rings and in a courteous, friendly and informative manner;

(c)  it links to the Authority's Customer Service Centre[s] and receives telephone enquiries direct via this service;

(d)  all Staff who answer the telephone or operate the Reception Help Desk are appropriately trained, on a continuous basis, in customer care, effective communications skills and conflict resolution in order to:

(i)  respond positively and in a friendly manner to User and non-User enquiries and complaints;

(ii)  be empowered to resolve customer complaints;

(e)  notice and display boards are kept updated and well presented.  The Contractor shall, as a minimum, display information on Facility opening times, contact telephone numbers, web-site address and the names and roles of Staff on duty every day the Facility is open.  This shall be displayed in a prominent place within the Facility and be visible from outside when the Facility is closed.  Information displayed shall be of a type face and size that is easy to read for people with below average eye-sight;

(f)  any out-of-order Equipment and Sport Equipment is clearly labelled accordingly and information provided as to the estimated timescale for repair and, if relevant, reopening of the affected Zone;

(g)  it displays in public areas appropriate environmental and service information, including pool water temperatures, for the benefit of Users; and

(h)  it operates an effective and secure system for dealing with lost and found property.