Job title:Service Receptionist
Department:Housing & Support
Reports to:Team Manager
Locations: Central Croydon
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Job Description
Overall aim
To act as central point of contact for the service by providing a professional and welcoming environment.
Maintaining administrative tasks to ensure the efficient running of service activities
Key responsibilities
- Customer Service
- To deliver the highest standard of customer service to all parties including customers, their visitors and external agencies.
- To use skills, experience and knowledge to respond to challenging customer situations and deal professionally with emergency services.
- To act as a central point of contact for external agencies supporting the team and customers in maintaining good communication and positive working relationships.
- To be aware of the general wellbeing of customers highlighting concerns to other staff members and taking appropriate action where necessary
- To promote Customer Involvement activities.
- Housing Management
- Support the team in organising interviews for potential customers. This may include ensuring referral paperwork is delivered to the team, book interviews, preparing documentation and updating both internal and external databases.
- To be responsive and proactive in dealing with behaviour that causes or is likely to cause nuisance and annoyance to neighbours and the surrounding community.
- To report repairs and maintenance in accordance with policy and procedure.
- Health and Safety
- To ensure that customers have up to date information on Health and Safety, and to support them to manage their environment.
- To be aware and work within Health and Safety legislation.
- To carry out regular Health and Safety inspections, to alert the appropriate people and take action yourself to remedy health and safety defects.
- To be aware of customer risk assessments and highlight change in risk levels to the team.
- To implement the Fire Safety Procedure in it’s entirety and contribute to the review of the Fire Risk Assessment.
- To be familiar with the content of all Service and Building Risk Assessments and highlight areas of risk that need to be addressed.
4.Administration
- To keep accurate records, including customer contact and internal databases.
- Be responsible for recording all cash transactions accrued during the shift and to balance cash at the end of each shift.
- To maintain key hostel systems and processes. Identify and highlight potential improvements to systems and procedures that will improve the service to customers.
- Maintain the reception area in a clean and tidy manner, ensuring notice boards are current and notices are displayed clearly.
- Carry out any other reasonable duties as requested by the Team Manager or Team Leader.
- To provide written reports and information as requested.
- To be aware of and adhere to all relevant financial procedures.
- General
- To ensure that SLYMCA Equality & Diversity policy and procedures are actively promoted in all areas of work and that services are accessible to all individuals.
- To prepare for and attend supervision, training and meetings as and when required.
- To work proactively as part of a team and participate in the delivery of team plans and activites
- To work at other locations as and when required.
This job description provides an indication of the roles and responsibilities for the post of Receptionist, but should not be construed as an exclusive list of the duties that the post holder may be asked to undertake.
All SLYMCA employees must also be aware of, and adhere to, all SLYMCA policies and procedures.
SLYMCA reserves the right to amend this role profile as necessary, after consultation with the postholder, to reflect changes to the role.
Please turn to the Person Specification on the next page
July 2015
Person Specification / Service ReceptionistThe experience, qualifications, knowledge and skills required for this role are set out below.
For job applicants, they will be tested via the application or at interview, or both, as indicated in the columns on the right.
Please therefore ensure that all the relevant sections are addressed as part of your job application. / Assessed via Supporting Statement / Assessed
via
Interview
Process
Experience & qualifications
/- Previous experience of working in a busy customer facing role
- Experience of working with people who display challenging behaviour
- Experience of maintaining administrative systems
- Experience of liaising with statutory and voluntary agencies for example Police, Social Services and health care professionals
- Can demonstrate continued professional development and commitment
- Experience of receiving cash payments and adhering to cash handling procedures
Knowledge /
- An understanding of the reasons people become homeless
- An understanding of the support needs of vulnerable people including substance misuses and mental health
- Computer literate with competency in Microsoft Office applications
Skills /
- Ability to operate key administrative procedures
- Ability to cope with customers who display challenging behaviours
- Ability to manage multiple priorities and respond proactively to change
- Ability to support and motivate colleagues.
- Commitment to customer involvement and ability to encourage customers to take part
- Ability to organise and prioritise your work, ensuring you manage your own time and plan your workload to meet deadlines
- Excellent Communication Skills
- Ability to communicate effectively both verbally and in writing, demonstrating a good standard of written and oral English.
July 2015