DETAILS OF A POST
SECTION A: JOB DESCRIPTION
1. ASSOCIATION: YMCA BOURNEMOUTH
ADDRESS: DELTA HOUSE
56 WESTOVER ROAD
BOURNEMOUTH
DORSET BH1 2BS
TEL.NO. - 01202 29045l
2. JOB TITLE: RECEPTIONIST
3. RESPONSIBLE TO: Team Leader – Accommodation, Admissions, Administration, Housekeeping and Restaurant
4. JOB PURPOSE: To provide an efficient, professional Reception service for Association Members, Clients, Staff and the General Public.
The role has a statutory, occupational requirement to ensure the safety and welfare of all vulnerable adultsusing our services. The post holder will take responsibility for ensuring safeguarding is a priority, and follow YMCA safeguarding policy and Local Authority statutory guidance.
5. MAIN RESPONSIBILITIES
· To ensure that visitors to the building sign in and out and to be aware of all the location of all persons in the building.
· To answer the telephone and operate the switchboard in a professional manner accurately transferring calls and appropriately recording messages.
· To deal with customers’ enquiries in an efficient and polite manner.
· To manage/operate the Reception based EZ Runner computer system in regards to bookings, enquiries, memberships and associated payments
· To handle bookings and liaison for training and other meetings in the Westover room
· To be responsible for the safe and accurate sorting of all incoming mail.
· To receive and correctly account for the collection of all monies, rents and deposits.
· To ensure clients are correctly allocated and recorded on the computer system and records are updated as required.
· To be responsible for the issue of and secure holding of clients keys and ensure that room hire keys are signed out and in.
· To ensure that computer transactions are accurate.
· To ensure all outgoing mail is correctly stamped and posted at the end of a shift.
· To keep the receptionists’ handbook up to date.
· To ensure the Reception area is kept clean and tidy, and to ensure notices and all staff Rotas are prominently displayed.
· To liaise with other departments in respect of briefing information for Reception staff.
· To act as a Fire Marshall in the event of a fire alarm.
In addition to the job set out in this job description the worker may, from time to time, be required to undertake additional or other duties as necessary within his or her capabilities and status to meet the needs of YMCA Bournemouth.
6. SCALE AND IMPACT
The worker will be working with over 100 clients, 1,400 members, Hope FM staff and visitors as well as staff from the wider YMCA work in Bournemouth. The worker will be expected to demonstrate the Association’s Aims and Purposes to people around him/her.
7. DISCRETION TO ACT
The worker will act within the laid-down policy of the Association.
8. ENVIRONMENT
YMCA Bournemouth is a special needs Housing Association with the majority of clients needing intensive housing management support and occupying 67 hostel rooms and 41 flats/bedspaces with plans to develop and acquire more. Further to this the Association serves a membership of over 1,400 and a small sports complex including a high-tech fitness facility and sports hall.
9. RELATIONSHIPS
Internal - The worker will work with Clients and staff.
External - The worker will be encouraged to develop good relationships with Clients, YMCA members and outside agencies.
SECTION B: RECEPTIONIST - PERSON SPECIFICATION
AF = Application Form, SS = Supporting Statement and I = Interview
1. Qualifications/ Knowledge/Experience / Essential/Desirable / How Assessed?
QUALIFICATIONS
NVQ Level 2 in Customer Services / D / AF
Other relevant qualification / NVQ / D / AF
EXPERIENCE
Previous experience in dealing with the public / E / AF
Cash handling and reconciliation of financial transactions / E / AF
ABILITIES AND SKILLS
Computer literacy / E / AF, SS
Numeracy / E / SS
Accuracy and attention to detail / E / AF, SS
Good verbal communication skills / E / I
Excellent telephone manner / E / I
Customer services / E / AF
Conflict management / D / I
Quick learner / D / SS, I
Assertiveness / D / I
KNOWLEGE
Understanding of homelessness / D / SS,I
PERSONAL
Flexible approach to work and be able to cover for staff shortages, sickness and holidays etc / E / I
Reliable and punctual / E / I
Ability to work responsibly without close supervision / E / SS
Ability to prioritise conflicting demands with good humour / E / I
Willingness to attend relevant training / E / I
The YMCA is a Christian organisation and applicants must be fully supportive of the Association’s Aims and purposes / E / I
SECTION C: TERMS AND CONDITIONS
1. SALARY
YMCA Grade 4 - £15,600 - £18,928 per annum, pro rata - level on scale according to experience and qualifications.
2. DETAILS OF ACCOMMODATION
There is no requirement to live in and accommodation is therefore not provided.
3. HOURS OF WORK
The basic working week is 25 hours, but there must be recognition of the need for flexibility. Overtime is not paid but time off in lieu may be given as agreed with the Team Leader.
4. PAID LEAVE ENTITLEMENT
5.6 weeks per annum pro rata to include Bank Holidays
5. SICK PAY PROVISION
Two weeks per annum, pro rata.
6. PENSION ENTITLEMENT
After three months employment the worker will be eligible to join YMCA Bournemouth’s elected stakeholder pension scheme. His/her line manager should be asked to provide details.
7. PERIOD OF NOTICE OFFERED AND REQUIRED
One month’s notice is required from the worker and one month’s notice will be given by the YMCA or the statutory minimum if greater.
8. CONDITIONS OF APPOINTMENT
The employment will be subject to satisfactory references and a Disclosure and Barring Service check. This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 and (Exceptions) (Amendment) Order 1986.
9. IN SERVICE TRAINING
The worker will be expected to participate in the YMCA Induction Training programme. Encouragement will be given for further in-service training.
10. MISCELLANEOUS
The Team Leader – Accommodation, Admissions, Administration, Housekeeping and Restaurant will be responsible for carrying out regular work reviews with the post holder February 2018
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