JOB DESCRIPTION

Job Title:

Hours of Work: /

Receptionist (Apprentice)

30 per week

Contract:

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Fixed term, duration dependant on level of qualification

Location:

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Everton Free School, Spellow Lane

Responsible to:

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Head of Sport (EFS)

Role Summary

To be first point of contact based at the Everton Free School, greeting, providing advice, information and assistance to our diverse visitors adhering to the ‘Nil Satis’ philosophy.
You must have a real passion for customer service to an exceptionally professional standard.

Key Responsibilities

Customer Services
  • Be the first point of contact for all visitors toEFS, dealing with enquiries face to face, telephone or via email.
  • To provide first class levels of customer service, building rapport and relationships with customers and visitors, and ensuring that all enquiries are dealt with in a friendly and professional manner.
  • To interact with colleagues from other departments to ensure good working relationships.
  • To identify the specific nature of the query and apply the appropriate action response.
  • Liaise with and/or refer calls to other departments/external parties where necessary.
  • To handle customer feedback and liaise with the Acting Principal or the HR Manager as required.

Administration
  • Responsible for all incoming and outgoing mail, including special deliveries, couriers, franking machines and internal distribution.
  • Check and sign for deliveries and distribute appropriately ensuring any valuable deliveries are stored securely.
  • Manage the franking machine ensuring it is maintained in working order.
  • Redirect or respond to all email enquiries in a timely and professional manner.
  • Update the system with the customer records after each customer contact, recording all information, requirements and follow up information.
  • Data entry ensuring attention to detail.
  • To attend meetings; note taking as required.
  • Responsibility for the maintenance and upkeep of general office supplies.
  • Administration, general office fulfilment duties as and when required to support other departments.

General Responsibilities
  • Maintain product knowledge on the full range of services provided by the Company.

Maintain knowledge of Company policies, procedures and processes.

All other reasonable duties required by the direct report.

Monitor and ensure that the reception area is well maintained.

Keep a record of staff and visitors signing in and out of the building.

In the event of a fire and/or any other emergency requiring staff to leave the building, to be responsible for ensuring that the visitors book and staff movement sheets are removed from Reception and taken to the outside meeting point.

  • This role is not required to work on match days; however there may be a requirement for candidates to be flexible to occasionally work evenings or weekends.

Educational Responsibilities
Commitment to attend a nominated place of training 1 day per week throughout the programme to gain Level 2 or 3 Diploma in Business Administration.

PERSON SPECIFICATION

Skills & Abilities
Essential / Desirable
  • Computer literate (with excellent abilities on Word, Excel and ideally Database knowledge and application).
  • Excellent communicator, both written and verbal, who places high value on attention to detail.
  • Strong administration, organisational and planning skills.
  • An ability to adapt quickly, be flexible in the face of change and solution orientated.
  • Ability to remain calm under pressure.
  • Ability to work independently and with internal and external teams.
  • Ability to anticipate and prioritise a diverse workload.
  • Ability to effectively manage customer & staff relationships, promptly respond to queries, ensure promises are keptand manage expectations.

Knowledge & Experience
Essential / Desirable
  • Experience of delivering excellent customer service.
  • Experience of dealing with customers face to face and over the telephone.
  • Experience of in-house customer databases.
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  • Experience of handling customer complaints.

Personal Attributes
Essential / Desirable
  • Driven, motivated, creative and innovative.
  • Committed to providing excellent customer services at all times.
  • Good team player who can work on own initiative.
  • Sense of humour and strong sense of team spirit.
  • Proactive “can-do” approach to work.
  • Willingness to occasionally work evenings and weekends.

Qualifications
Essential / Desirable
  • A minimum of 5 GCSE’s (A* - C).
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  • Level 1 or 2 in ICT.

GENERAL RESPONSIBILITIES

General Responsibilities
Employee Relations
To make suggestions to improve the working situation and contribute to positive employee relations within their area of work and Everton Football Club as a whole.
Health & Safety
To take reasonable care for the health and safety of yourself and other employees and members of the public who may be affected by your acts or omissions at work.
To comply with all aspects of the Everton Football Club Health and Safety Policy and Arrangements, to enable the Company to perform its civil and statutory obligations in relation to Health & Safety.

Customer Service

Identify and meet the needs of colleagues and our customers, focusing on initiating and welcoming contact and communication whilst striving to deliver first class customer service.
Recognise potential complaint situations and make effective steps to avoid and/or resolve these situations.

Self-Development

To take responsibility for your own development and to help realize your own potential by undertaking any necessary internal or external training sessions in accordance with the Company’s Performance and Development Review Policy.
Team Work
Ensure effective communication within your work team and across the Company whilst actively offering support and guidance as necessary.

Equal Opportunities and Harassment

To cooperate with measures introduced to ensure there is equality of opportunity in employment. To ensure understanding, awareness and compliance with the Company’s Equal Opportunities Policies.
To ensure that the working environment is free of sexual and racial harassment and intimidation and any other form of harassment constituting unacceptable behaviour which is personally offensive.

This document is a guide only and should not be regarded as exclusive or exhaustive. It is intended as an outline indication of the areas of activity and will be amended in the light of changing needs of the organisation.

All employees may be required to undertake any other duties as may be reasonably requested.