Age UK Nottingham Nottinghamshire –

Assistant Receptionist and Signpost Worker

Post Title:
Department:
Responsible to:
Based: / Assistant Receptionist & Signpost Worker
Information, Signposting and Advice
Contact Hub Manager
Bradbury House / Pay Scale:
Hours of Work:
Tenure:
Date of issue: / £6,981 x per annum
(AUNN 7, £12,915 per annum FTE pro rata)
20 (across 5 days)
Permanent
November 2015

PURPOSE OF THE DEPARTMENT/SERVICE

The Information, Signposting & Advice team plays a key part in the smooth running of the organisation. It comprises of the Contact Hub/Signpost team and the specialist Information and Advice team.

The primary role of the Contact Hub is to manage a busy reception and to answer and manage the telephone calls into the organisation in line with our Customer Care Policy, Customer Protocols, Referral Pathways and using our up to date resources.

The Contact Hub also provides clerical and administrative support to all other services within Age UK Nottingham & Nottinghamshire and its subsidiaries. The team has responsibility for many central functions such as managing the post, processing orders & deliveries, room set up, building maintenance, etc.

PURPOSE OF THE POST

To work alongside the Receptionist and Senior Signpost worker across the middle of the day to provide reception services to members of the public, in person and on the telephone in a busy reception. This will include triage and signposting, booking appointments, providing information, handling money, etc. To manage reception resources, ensuring that these are well stocked, and be responsible for keeping reception clear and tidy.

KEY DUTIES & RESPONSIBILITIES

Communication

In this role you will provide a first point of contact into the organisation for members of the public, service users, stakeholders and partners.

  1. To provide a professional and welcoming first point of contact for individuals contacting the organisation by telephone and those coming into the reception at Bradbury House.
  1. To deal with customers is an empathetic and professional manner, listening and questioning them carefully to ensure that callers and visitors receive appropriate information, or are transferred, signposted or referred on to the appropriate person, service or organisation, as appropriate to their needs.
  1. To transfer calls to staff and volunteers throughout the organisation or to take messages and pass these on by email or Charity Log (in accordance with the referrals protocols) when staff and volunteers are not available.
  1. To follow the Customer Care Protocols, Telephone Pathways and other resources provided in order to ensure the best possible caller experience and also to use the appropriate resource in order to support consistent and accurate signposting and information provision.
  1. To support the Contact Hub & Information & Advice Managers to ensure that all sources of information are kept up to date and in good order by passing on relevant information. To support other staff in the team by as the signposting expert for the organisation.
  1. To support the receptionist to clear voicemail messages regularly throughout the day, entering all details on the voice log spreadsheet and returning calls the same day where possible and within the two day time span within our customer care policy.
  1. To handle money paid for trips, activities, xmas cards and other membership activities.

Managing the Reception Environment

  1. To ensure that reception is a tidy, well organised, welcoming environment and is free from hazards.
  1. To ensure that the information on display is kept stocked, is tidy and to order replacement literature as appropriate. To support the Receptionist in ensuring that reception is appropriately zoned so that it is easy for customers to find the information that they require.

Charity Log (electronic database) & Monitoring

  1. To enter all individuals and subsequent contacts onto Charity Log including all personal details, details of any action taken, referrals made and ensuring that an Age UK information & advice code is entered.
  1. Where a caller is new to the charity a customer record is to be created logging any actions taken and referring onto other services where appropriate in line with the pathways.
  1. To keep tally charts and records for performance monitoring purposes as agreed with your line manager.

Clerical Work

  1. To be on a rota for many shared team tasks, such as processing mail, dealing with the post, checking the email information box, room set ups, photocopying, placing and processing orders, etc..

Catering/ Room Preparation

  1. Setting up rooms for meetings and activities of the Age UK Notts members, including providing tea, coffee and food for meetings, as required, clearing up, as necessary, afterwards.
  2. To keep kitchen areas tidy, ensuring supplies are maintained.
  3. To take team responsibility for ensuring that the shared areas of the building, e.g. meeting rooms, staff room, stationery cupboard are kept tidy and free from clutter.

General Duties

  1. To follow all office systems and procedures, making recommendations for improvement when appropriate.
  1. To attend regular team & staff meetings and participate actively in these to maximise the effectiveness of the service and to support team members.

Charity Responsibilities - Standard Clauses

Your Needs

  • You will keep under review your own developmental needs, keep yourself informed of current issues and be alert to the Age UK Notts training programmes and policies and attend all supervision meetings advised by your line manager. It is your responsibility along with your line manager to identify training and development needs and to inform your line manager of these.

Equality and Diversity

  • You will uphold the Age UK Notts Equality and Diversity policies and practices thereby promoting fair and quality services to all. If Age UK Notts deem you have breached any of these policies this may be dealt with under the disciplinary procedure. All policies can be viewed on the Nottingham Users shared drive – please ensure you refer to the Equality and Diversity Policy and the Bullying and Harassment Policy.

Health and Safety

  • You will take reasonable care for your health and safety and have regard to other persons who may be affected by the performance of your duties, in accordance with the provisions of Health and Safety legislation and actively encourage, promote and reinforce all Health and Safety procedures in accordance with the guidelines laid down in the Age UK Notts Health and Safety Manual.
  • You will exercise proper care in handling, operating and safeguarding any equipment or appliance provided, used or issued by Age UK Notts or provided by a third party for individual or collective use in the performance of your duties.

Safeguarding

  • You will raise any concerns regarding safeguarding and report all allegations of abuse in line with the Age UK Notts Safeguarding policy.

Customer Care

  • You will promote and deliver services in a way which is sensitive and responsive to those receiving such services and be aware of and implement the Age UK Notts customer care policies and service level agreement requirements (if applicable).

Professional Integrity

  • You will maintain at all times the professional integrity of the Charity and represent its main interests in any dealings with other bodies, groups and individuals.

Quality Assurance

  • You will uphold and proactively contribute to the Age UK Notts Quality and Environmental Standards frameworks including ISO 9001 and ISO 14001and the Age UK Organisational Quality Standard.

Other

  • participate in, and promote fundraising & income generation
  • promote all Age UK Notts services and trading products
  • You will attend staff meetings, the annual staff conference and other meetings as requested in order to keep up to date with information within the Charity
  • You will provide for your line manager, weekly diary sheets and any other reports or information as required.
  • You will carry out any other specified tasks that may be reasonably required by the relevant Manager, with the proviso that any changes of a permanent nature will be included in the job description.

This job description is intended as a summary of the main elements of the job described.They may be varied from time to time in consultation with the job holder without changing the general character of the duties or the level of responsibility entailed. Such variations are a common occurrence and cannot of themselves justify a reconsideration of the grading of the post.

I confirm that I have discussed the content of this Job Description with my line manager and that I understand its content.

Please indicate on enclosed application form evidence to show why you fulfil each individual point below:

Essential Requirements

Knowledge

  1. Understand the needs of older, disabled and vulnerable people.
  2. An understanding of the difficulties faced by disadvantaged groups in accessing information and advice services and a commitment to providing accurate and consistent information.

Skills/Abilities

  1. Ability to deal empathetically and sensitively with people from a wide variety of backgrounds.
  2. Ability to effectively work as part of a team.
  3. Good IT skills using all elements of Microsoft Office and to accurately ensure all data entry is completed.
  4. Ability to remain calm and effective under pressure in a very busy reception environment.
  5. Confidence and ability to respond to telephone calls and personal callers in a polite, efficient and knowledgeable manner, researching and resolving enquiries as necessary.
  6. To have a commitment to delivering quality services within the team and the service using appropriate quality assurance tools.
  7. Ability to prioritise and organise work and meet deadlines.
  8. Ability to work in a methodical manner and to follow procedures
  9. Ability to have an adaptable and flexible working approach.

Experience

  1. Experience of providing a high level of Customer Service in an office or reception environment
  2. Experience of working in a clerical/administrative role within set procedures and protocols.

Equality and Diversity

14.Knowledge and understanding of Equality and Diversity issues and a commitment to implement the Age UK Notts Equality and Diversity policy.

Work Related Circumstances

15.This role may, at times, require the post holder to work outside of normal office hours.

Desirable Requirements

1.Experience of using an electronic customer database

2.Experience of working with older people

3.Knowledge of the Voluntary sector

Salary: £6,981 per annum (AUNN point 7, £12,915

per annum FTE pro rata)

Start Date:As soon as possible

Hours of Work:20 hours per week. Monday to Friday. Age UK Notts operates a scheme of flexible working hoursbut the hours for this post will need to be fixed

Holidays:24 working days (pro rata for part time hours). Employees are granted 8 Public Holidays.One additional days leave is added to the annual leave entitlement for each year of service up to a maximum of 8 additional days.

Mileage

Allowance: Currently 45p per mile.

Pension:The Charity will contribute 6% of basic salary into our NEST pension scheme after 3 months servicewith a phased employee contribution rising to a maximum of 1.6% from 1st April 2018 (in line with auto-enrolment rules).

Place of Work:Bradbury House

Timetable for Appointment

Post Advertised:November 2015

Closing Date:Monday 30 November @ 9:00 am

Short-listing: Tuesday 1 December

Interviews: Tue 8 December

N.B. Due to financial constraints, applicants who are not short-listed will not be notified. If you have not received an invitation to attend an interview within three weeks of the closing date you may assume that your application has not been successful.

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V1.5 (20th October 2015)

Printed on 21/10/2018