Front Desk Manager

(Part time, 20 hours/week)

The Haven

Wessex

APPLICATIONPACK

Contents

The Role 2-3

About The Haven4

Haven Fundraising5

Terms and Conditions6

How to apply6

Closing date: 22nd February 2016 (9.00am)

Interview date: 1st March 2016

Front Desk Manager

The Haven, Wessex, Titchfield

The Role

Reports to
Wessex Haven Macmillan Manager
Salary
Up to £26,700 FTE according to experience
Status
Part time, 20 hours a week
The hours of work will be Mon and Fri 9-3 or 10-4, Tue and Thurs 11.30- 17.30, but flexibility will be required as the role is expected to cover reception during periods of staff leave/absence. The hours of cover are 08:30 – 17:30.
Location
35 The Square, Titchfield, Hampshire PO14 4RT

The Role

The Person We Seek

The Front Desk Manager will have experience of working within the charitable or medical sector. You will be a strong and effective communicator, able to vary your style to encourage and get the best out of those around you. You will have experience of providing reception and administrative support for a busy environment. You will have experience of managing a small team of paid staff and volunteers.

You will support The Wessex Haven Macmillan Manager who is responsible for running of The Wessex Haven.

The job is based in Titchfield.

Job SummaryFront Desk Manager
  • Lead and co-ordinate the day-to-day running of the front desk team
  • Ensure the smooth running of reception in order to provide a calm, welcoming and efficient service to all Visitors to The Wessex Haven
  • Responsible for setting up Therapist appointment availability
  • Responsible for ordering and maintaining adequate stock levels
  • Under direction of the Haven Manager ensure the Wessex Haven building is maintained to a high standard and that facilities for staff and Visitors are in good working order and compliant with all statutory regulations.

Detailed Responsibilities and Tasks
Management Responsibilities
  • Lead and co-ordinate all reception duties at The Wessex Haven
  • Recruit and manage the front desk team, which may also include Volunteers
  • Ensure adequate levels of staff are maintained, identifying where cover may be needed
  • Manage therapist availability, maintaining records of holiday absence and setting up appointment availability for forthcoming months on Visitor database
  • Agree annual personal development plans with members of reception team
  • Perform annual performance reviews
  • In collaboration with the Wessex Haven Manager devise and implement efficient systems to maximise the effectiveness of reception
  • Ensure all Visitor databases are maintained and updated, providing monthly reports to the Wessex Haven Manager
  • Under direction of the Wessex Haven Manager ensure the building, utilities and equipment therein is regularly maintained to a high standard
  • Under direction of the Wessex Haven Manager ensure the Wessex Haven is compliant with Health and Safety Legislation
  • Ensure all access points to the building are kept clean and free of debris
  • Ensure daily cleaning of the building is maintained to a high standard
  • Provide administrative support to the Wessex Haven Manager
Front Desk Duties
  • Provide a warm welcome to all Visitors in person and by telephone
  • Ensure all public areas of the building are kept well presented at all times
  • Liaise with Therapists regarding Visitor arrival, bookings and relevant information
  • Operate switchboard
  • Handle new Visitor enquiries, acting as first point of contact
  • Maintain appointment bookings and cancellations on visitor database
  • Provide information to Visitors and staff regarding Therapist availability, group classes, diary changes, workshops etc
  • Manage Visitor correspondence and files
  • Liaise with Haven Manager with respect to any Therapist or Visitor issues that arise
  • Create and update all forms of information (leaflets/posters/website) regarding groups, classes and workshops, ensuring accurate and up to date information is displayed at all times
Budgets
  • Provide the Wessex Haven Manager with checked therapist invoices for authorisation every month
  • Agree the annual budget for the Wessex Haven with the Wessex Haven Manager, for all kitchen, therapy and office supplies
  • Monitor budgets to ensure that monthly targets are met
  • Responsible for all budgeted expenditure to ensure the Wessex Haven is not over budget.
Administration
  • Perform filing and other general administrative tasks
  • Take payment for goods and classes
  • Prepare till reconciliation
  • Co-ordinate purchasing of kitchen, therapy and office supplies to ensure value for money and adequate stock levels are maintained.
  • Ensure Visitors events calendar on website is kept up to date at all times
  • Liaise with Kitchen Volunteer Co-ordinator to ensure smooth running of service
Housekeeping
  • Ensure therapy and group rooms are well stocked and are ready for use at any time
  • Planning ahead for seminars and workshops
  • Oversee laundry and cleaning arrangements
  • As required open up/close down and secure reception and the whole building at start and end of day
  • Organise catering for Visitor and staff meetings as required
General
  • Maintain complete confidentiality on all data on staff, volunteers and services within The Haven
  • Carry out any other reasonable duties as requested
  • The Haven is committed to Equal Opportunities for all present and potential members of staff and patients, therefore The Haven expects all employees and volunteers to understand, support and apply this policy through their working practices which requires all individuals to be treated with respect, dignity, courtesy, fairness and consideration.
  • This is an outline job description and may be subject to change, according tothe needs of the service, in consultation with the post holder
  • The post holder must familiarise themselves with matters relating to health and safety management as they affect them personally and/or The Haven, reporting any potential risks to life or property immediately in accordance with The Haven’s Health and Safety policy and procedures. They must use all equipment provided to undertake their role safely
  • Men can get breast cancer too

Qualifications/Skills
Essential / Desirable
  • Minimum 5yrs front desk experience
  • Prior team leadership/management skills
  • High level of skill in all aspects of Microsoft Office (Word, ExcelOutlook)
  • Working as part of a team
  • Excellent communication and inter-personal skills
  • Excellent telephone manner
  • Experience of devising and implementing effective office systems and ensuring compliance.
  • Experience of dealing with suppliers and other external agencies.
/
  • Experience of working within a charity
  • Ability to liaise effectively at all levels within The Haven
  • Experience of working with volunteers
  • Experience in a healthcare environment
  • Understanding of and interest in complementary
therapies
Personal Characteristics
  • Sympathetic to the aims and the work of The Haven
  • Ability to manage conflicting demands and priorities on time
  • Good organisational skills - forward thinking with a logical mind
  • Confident & well presented
  • Strong social & communication (written and oral) skills, sympathetic and discreet
  • Self-motivated, ability to work on own initiative and as part of a team
  • Responsible and responsive attitude
  • Flexible approach

About The Haven

History

In 1996 Sara Davenport sold her art gallery in order to start The Haven. She was inspired to do this when her friend was diagnosed with breast cancer and she could see the need to create somewhere like a Haven to help support her recovery. In February 2000 HRH The Prince of Wales, Patron of The Haven, opened the first Haven in Fulham, London. In January 2004 he opened the second in Hereford. The third Haven opened in Leeds in October 2008. A new Haven in Wessex will open in October 2015.

Why is there a need for The Haven?

  • 1 in 8 women develops breast cancer in the UK
  • Over 48,000 new cases of breast cancer are diagnosed each year

What is a Haven?

Havens are day centres offering free support, information and complementary therapies to anyone affected by breast cancer. We provide a comforting environment where Visitors can benefit from the support of our welcoming staff and from meeting others going through similar experiences.

“Having breast cancer made me want to improve every aspect of my life, to give myself the best chance. But I needed information and advice on what would help me most, physically and emotionally. I found this at the Haven”. Clare

Fundraising

It costs approximately £3 million a year to run our Havens in London, Hereford, Leeds and Wessex.

Our Haven funds are raised through a variety of methods managed by our Fundraising Team. We have a successful annual events programme. Trusts and foundations also contribute significantly to the annual fundraising requirement as do individuals through our Haven Guardian programme.

Government support

Current difficulties in funding the NHS mean that we do not expect that the government will provide funds to support complementary therapies, at least until such time as their use can be proven to reduce the cost of conventional treatment. The Haven, therefore, receives no government funding. Our plans assume that running costs and the funding of future Havens have to be met through charitable donations and fundraising events.

Plans for the future

The Havenhas enjoyed considerable success in a short period of time. Its plans are ambitious. Its fundraising and marketing strategy must secure the charity through the current economic climate and also keep pace with planned expansion.

The key features of the current strategy are:

  • Ensuring that our services become more widely available and accessible by:
  • Having a programme of Haven openings with a view to creating a network in areas of greatest perceived need.
  • Providing support to those unable to access a Haven, via our outreach programme, including our new DVD ‘The Haven at Home’.
  • Ensuring that the programme offered at The Haven maintains high clinical standards and represents the best that can be offered in light of new research.
  • Generating sustainable income streams.
  • Ensuring the service is used to its full potential; increasing the understanding of the programme by the medical community and further attracting those who might benefit from the services provided.
  • Developing a high performing organisation to support the Haven growth strategy.
  • Developing the marketing strategy:
  • Strengthening brand awareness and visibility
  • Increasing awareness of The Haven within the medical community
  • Pursuing a number of focused research programmes, in collaboration with other organisations, into the clinical effectiveness of integrated breast cancer care.

Terms and Conditions

  • 20 hours per week ( 2 days 9am-3pm or 10am-4pm) 2 days 11.30am-5.30pm)
  • Three month probationary period
  • 25 days holiday of which 3 days are to be taken between Christmas and New Year
  • Pension contribution following probationary period

How to Apply

We would like to take this opportunity to thank you for your interest in The Haven.

We recognise that applying for a job is a two-way process. You will want to find out about the charity as an organisation just as much as we want to find out about the skills, knowledge and abilities that you could bring to the post.

For further information about us please visit

Your Application

If you wish to apply for the position of Front Desk Manager, please send your CV, details of your current salary and attach a concise statement summarising why you think you should be considered and what you feel you could contribute to the post.

If you wish to informally discuss the position, please ring Marian Parfitt, Wessex Haven Macmillan Manager on 01329 559293

You can email or post this to:

Marian Parfitt,Wessex Haven Macmillan Manager, TheWessex Haven,35 The Square, Titchfield, Fareham, Hampshire PO14 4RT

Email:

If you do not hear from us presume that you have not been accepted for interview.

When making your application, please statewhere you saw this advertisement

Closing date: Monday 22nd February 2016

Interview date: Tuesday 1st March 2016

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Havens London • Hereford •Leeds* Wessex Patron HRH The Prince of Wales

The Haven is the working name of Breast Cancer Haven Registered Charity No. 1061726

Registered Office: Effie Road, London SW6 1TB. A Company limited by Guarantee. Registered in England No 3291851