Our mission:
‘Excellence, Employability and Enterprise: Our promise to present and future generations.’
Our strategic ‘touchstones’ of Excellence, Employability and Enterprise will shape ourpurpose,values,structures, processes, systems, governance, partnershipsand capabilities in the delivery of all provision and services.
Role Profile Receptionist – Campus Management Team
Salary: £15,309 – 17,544 per annum, pro rata where applicable
Accountable to: Campus Manager
Primary Purpose: To provide a warm, corporate and professional service to all stakeholders whether face to face, over the telephone or through email.
Overview of responsibilities
Provide a welcoming, safe and responsive reception service to all visitors to our campus including students, parents, carers, employers, staff and stakeholders, at all times.
Ensure our reception area is welcoming, clean and displays positive corporate messages.
Acquire and maintain an in depth knowledge of the range of staff and curriculum on campus to be able to provide an excellent and responsive service to visitors and enquirers.
Contribute to setting and maintaining exceptional service standards in relation to customer service both in person, for telephone and email enquiries.
Receive and sort mail deliveries, maintain ‘post zone’ for internal mail and make external letters and parcels ready for collection. Ensure all deliveries are received and accounted for, notifying recipients of their arrival.
Bring the Campus Management Team’s Service Level Agreement to life.
Support rooming enquiries and bookings using Unit-e (a computerised booking system) for non-timetabled events such as meetings and training events.
Assist our Contact Centre by answering and transferring switchboard calls.
Assist with general administrative duties to support the Campus Management Team and other ncn colleagues.
Contribute to the induction service for our students and the value of a professional and corporate Campus Management Team.
Ensure all students and visitors are provided with corporate identity whilst on campus and understand the value of our safeguarding and emergency processes; this includes the issue of ID cards and lanyards.
Work with students to develop their employability skills through supporting them with experience of work mentoring, placements, as colleagues etc.
Contribute to developing innovative service delivery in accordance with organisational values. Be the role model of our values.
Collaborate with students and staff to develop and improve our Campus Management Team service, ensuring it exceeds expectations and has a positive impact on the student experience.
Collaborate with professional services and curriculum colleagues to ensure our reception areas and all relevant equipment is maintained, in full working order and the area is clean and welcoming.
Work closely with Security colleagues to ensure the Campus Management Team is exemplary for all visitors to ncn.
Work closely with our Health & Safety experts, making a positive contribution to the Health & Safety culture through direct involvement with emergency evacuations.
Proactively liaise with other staff to ensure they are aware of, and are able to support the Campus Management Team by preparing for welcoming their visitors and ensuring key events are resourced.
Collaborate with designated teaching staff to ensure you are fully aware of and understand the curriculum offer so you can ensure that you are able to provide a professional and knowledge based response to ensure visitors are provided with the right response first time.
Take personal responsibility for implementing the College’s commitment to Equality and Diversity.
Work closely with all colleagues across ncn to ensure services are student focused and support the delivery of our strategic touchstones of excellence, employability and enterprise.
General responsibilities:
Work effectively and in accordance with organisational values to achieve the College’s mission and strategic priorities.
Support, contribute to and take personal responsibility for implementing the College’s commitment to Equality & Diversity.
Contribute to a culture of continuous improvement through participation in the Professional Development Review process.
Support and participate in all initiatives to ensure the College has a safe and healthy environment for all students, staff and visitors.
Carry out other duties that are required within the role as it evolves within the development of the organisation.
NOTE
This role profile is intended to provide a general guide to the duties and responsibilities of the post and aims to set this in the context of the framework within which the post holder is expected to operate.
It should not be viewed as a legal document or a set of conditions of service and it can be reviewed at any time in light of the needs of the College. Any amendments to this profile will be discussed with the line manager and the post holder and subsequently confirmed in writing.
This role profile has been prepared by Helena Greeley and is correct as at December 2016. It will be updated in consultation with the post holder through the PDR process as and when circumstances change.
New College Nottingham is seeking to promote the employment of disabled people and will make any adjustments considered reasonable to the above duties under the terms of the Equality Act 2010 to accommodate a suitable candidate with a disability.
Person Specification
Education, Knowledge and Qualifications
1 / Hold a Level 2 qualification including English & Maths / X / X
Experience
2 / Proven experience of frontline, customer focused service delivery / X / X
3 / Experience of working with a range of ICT applications including MS Office, Databases and search engines / X / X
4 / Experience of working collaboratively with others to improve and enhance service delivery / X / X
Skills, abilities and competency
5 / Ability to work in a busy and at times challenging environment whilst remaining positive and customer focused / X / X
6 / Ability to pay attention to detail and follow systems / procedures to ensure consistency of excellent service standards / X / X
7 / Ability to prioritise tasks to ensure stated goals are met / X / X
9 / Ability to work without direct supervision and be self motivated ensuring customer service is delivered at all times / X / X
10 / Ability to listen to customers and respond flexibly to their stated requests / X / X
11 / Ability to confidently communicate on all levels using a variety of methods i.e. written, face-to-face or by telephone / X / X
12 / Proven ability to deliver services which promote Equality & Diversity within the college / X / X
Personal Qualities
13 / Commitment and passion to deliver the Campus Management Team’s Service Level Agreement and our organisational touchstones of Excellence, Employability and Enterprise / X / X
14 / A commitment to and understanding of the Common Inspection Framework in the context of FE / X / X
15 / A respectful and inclusive attitude to learners and colleagues / X / X
16 / Flexibility to work at any College campus / travel, and must be able to cover some evenings and some Saturdays as team rotas / X / X
17 / Commitment to quality and excellence through evidence of continuing professional development / X / X
18 / Ability to represent the professional image of ncn by embracing the team’s work wear code / X / X
19 / Demonstrate a knowledge, understanding and personal commitment to Safeguarding, Child Protection and Equality & Diversity / X / X
KEY: The criteria for this post will be assessed as follows:
A / By Application FormI / By Interview
T / By Test as part of the Selection Assessment process