Bright Light Relationship Counselling

JOB DESCRIPTION AND TERMS AND CONDITIONS

April 2016

About the Organisation

Bright Light Relationship Counselling is a leading provider of counselling for those experiencing relationship and life difficulties . Established in 1946 we have grown to become an industry leader in Scotland.

What do we do

Bright Light Relationship Counselling offers counselling and a range of other services for couples and individuals. As well as helping those who are thinking of staying together, separating or dealing with divorce, we see many people whose relationship has ended and who want to explore the issues around making new relationships. Our service is available whatever a client’s age, race, personal beliefs, sexual orientation or social background.

Purpose of the Post :To perform the post of receptionist and represent the service at this important first contact

JOB DESCRIPTION

Post:Receptionist

Accountable To:Client Relationship Manager, Bright Light Relationship Counselling (Bright Light)

Working C.E.O and C.P.M

Relationship with:Office Staff

Counsellors and Supervisors

Location:The post holder will be based at 9A Dundas Street

Aims of the post:Toprovide exceptional customer service and be the first point of contact to the service.To provide administrative support to members of the administration team with office tasks as agreed with the Client Relationship Manager (CRM).

Responsibilities

  1. To consistently provide and maintain the highest standard of service.
  2. Demonstrable commitment to the Bright Light Customer Service Charter.
  3. To develop and maintain a good knowledge of all Bright Light services and be able to answer client questions in a quick, polite and helpful manner.
  4. To handle any client complaints or problems promptly and to ensure that all incidents are reported to the CRM.
  5. Ability to prioritise workloads effectively.
  6. To effective use initiative within your remit.
  7. To adhere at all times to all company rules, regulations and policies.
  8. To adhere to Bright Light’s Health and Safety Policy and to follow the evacuation plan on hearing the alarm.
  9. To be security conscious with respect to staff/Bright Light property/welfare and to report suspicious circumstances.
  10. To report any damage to furniture, fittings and equipment to the CRM.
  11. To maintain the reception area in a clean, organised and presentable state.
  12. To co-operate and communicate with your colleagues to ensure effective team work and high morale.
  13. To attend any meetings on request of the Senior Management Team.
  14. To have a clear working knowledge of all the office equipment.

Main Duties and Responsibilities

  1. To support Bright Light Relationship Counselling in achieving the charities strategic objectives.
  2. To meet and greet clients in a friendly and courteous manner.
  3. To represent Bright Light in a professional manner
  4. To be the first point of contact for the service.
  5. To manage computerised appointment system, update the computerised databases with client details, appointments, contributions etc.
  6. To undertake duties associated with the day to day running, administration and data inputting ofstatistical database information.
  7. To arrange and co-ordinate appointments. To make and process cancelled, postponed or re-arranged appointments.
  8. To take contributions, issue receipts and enter all contribution information on computerised system.Bank all contributions in the safe at the end of your shift.
  9. Take phone messages for staff and process incoming/outgoing office mail.
  10. To log all correspondence and respond promptly to emails, calls etc.
  11. To input data into any IT systems the service uses, guaranteeing accuracy and comprehensiveness;
  12. To operate card machine and have a working knowledge of how to deal with operating problems.
  13. To ensure that the Receipt Book is numbered and receipts given to clients.
  14. To arrange for informational material to be distributed and records to be maintained
  15. Perform weekly Health & Safety checks and record appropriately
  16. To ensure all client information or confidential papers are in locked cabinets.
  17. To set the ansaphone and retrieve messages.
  18. To ensure the office area & kitchen is left tidy at the end of the day.

All the above responsibilities and duties will require contact, liaison and networking, both in person and on the telephone across a broad spectrum of individuals, groups, agencies and needs. This list is not exhaustive & additional duties may be required on an ad-hoc basis. Job description, contracted hours and remit may be amended to support the needs of the charity.

PERSON SPECIFICATION We are looking for someone with experience and knowledge of the following:

ESSENTIAL= E DESIRABLE=D / ASSESSMENT
APTITUDES/SKILLS/ABILITIES /
  • Excellent communication and
interpersonal skills E
  • Ability to multitask and manage a diverse workload E
  • Articulate and confident in verbal and communication skills E
  • Reliable and punctual E
  • Attention to detail E
  • Methodical and meticulous qualities E
  • Ability to work under pressure E
  • Understanding of the need for confidentiality E
  • Demonstrable experience of providing great customer service E
  • Solution focused E
  • Non judgmental attitude towards clients E
  • Good listening, verbal and written skills E.
  • To work using own initiative and as part of a team E
/ Application Form
Interview
GENERAL QUALIFICATIONS /
KNOWLEDGE AND EXPERIENCES /
  • ECDL or equivalent. Experience of using Microsoft Word, Excel and Outlook E
  • Working in an office environmentE
  • Evidence of being responsible for handling money E
  • Qualification in customer service D
  • Experience in managing computerised appointment systemE
  • Up to date first Aid Certificate D
  • Understanding/interest in counselling D
  • Experience of working on a day-to-day basic with the general public E
/ Application Form
Interview
IT skills assessment

Please address each of the issues listed above when completing your application form. Candidates selected for interview will be those whose qualifications, experience, skills and abilities most closely match our person specification.

Bright Light Relationship Counselling is a company limited by guarantee with charitable status SCO11989

TERMS AND CONDITIONS OF SERVICE:

PROBATIONARY PERIOD

There is a probationary period of 3 months during which one week’s notice on either part will apply. This is exempt from disciplinary procedures.

NOTICE PERIOD

If you wish to terminate your employment with the organisation, you are required to give four weeks' notice in writing. Should the organisation wish to terminate your employment, for reasons other than gross misconduct, you will be entitled to four weeks notice after the satisfactory completion of the probationary period

SALARIES

£7:85 per hour

NORMAL HOURS OF WORK

37.5 Hours per week ,08:45- 5 Monday- Friday The successful applicant may be asked to provide cover for annual leave and staff sickness/absence.

HOLIDAYS

20 days per year plus 8 public holidays. Holiday entitlement must be taken when the office is closed between Christmas and when the office re-opens at the beginning of January. Holidays must be agreed in advance with the CRM.

CONFIDENTIALITY

You will be required to sign a confidentiality statement to say that you will not divulge any aspects of and personal details of any of Bright Light clients both within and outwith the office.

CRIMINAL CONVICTIONS

Should the post involve contact with children, young people and/or vulnerable adults, the successful candidate will be subject to a criminal records check. Short listed candidates will be asked at interview whether there any concerns about them working with children, young people and/or vulnerable adults. They will be asked to complete a Self Disclosure statement and appointment to the post will be subject toa satisfactory Disclosure Certificate being issued by Disclosure Scotland (and/or asimilar document issued by a relevant overseas authority). Where the contents of aDisclosure certificate (and/or similar document) is not satisfactory, Bright Light Relationship Counselling reserve the right to withdraw the offer of employment/terminate employment.

SICK LEAVE

Remuneration in accordance with Government’s statutory sick pay scheme.

EMPLOYMENT ELIGIBILITY

Short listed candidates will be required to produce proof of their eligibility to work

in the UK.

This Job description is open to review and amendment by Bright Light

JUNE2016

Bright Light Relationship Counselling is a company limited by guarantee with charitable status SCO11989