JOB DESCRIPTION

JOB TITLE:	RECEPTIONIST /ADMINISTRATOR

RESPONSIBLE TO:	BUSINESS SUPPORT Manager

RESPONSIBLE FOR:	RECEPTION AND ADMINISTRATION DUTIES

Main Purpose Of Role

Contributes to the achievement of Business & Corporate Plan objectives through activities with Ferry Project and the Queen Mary Centre, providing a Premium Brand service to the community in Wisbech and the Ferry Project.

To provide a reliable, professional reception service, maintaining current customer base whilst working with the Business Support Manager and Community Centre Manager to develop room hire business, the donations facility, fundraising opportunities and all associated services.

To ensure the health and safety, security and well-being of customers, staff and visitors, offering loyalty with demonstrably great attitude, clear focus and perseverance and contributing knowledge and skills to the development opportunities.

Key Responsibilities

Operate the reception on a daily basis, acting as the first point of contact for residents, customers, staff and visitors, providing an excellent first impression and professional, friendly service consistent with Ferry Project standards.

Answer all incoming telephone calls and deal with enquiries in a professional and timely manner.

Routinely access emails and corporate inboxes, responding promptly to enquiries, recording information accurately, advising and consulting with clients/customers on their needs, signposting or escalating where necessary, and ensuring a high-quality service that meets or exceeds expectations.

Act as the main point of contact for room bookings, meeting and event arrangements, including setting up rooms (moving tables and chairs), arranging refreshments, preparing agendas, taking and distributing minutes.

Assist with obtaining quotations, procurement, research and negotiation with suppliers, and support room and event bookings for internal and external customers and supported activities.

Assist with staff rota coordination (including evenings and weekends where required) to ensure all bookings and events are adequately staffed.

Coordinate and monitor customer satisfaction feedback processes.

Maintain accurate and up-to-date records using in-house systems, procedures and meeting planner software, including logging completion of staff training modules.

Carry out and maintain effective administration support systems and deliver a high-quality, customer-focused communication link for the Ferry Project.

Ensure clients are aware of rent payment responsibilities, remind them of benefit payment dates where necessary, and ensure all eligible clients have submitted Housing Benefit or similar claims which are regularly monitored.

Liaise with key departments to ensure accurate recording of financial payments and adhere to cash handling procedures.

Ensure workspaces are kept clean and maintained to an appropriate standard.

Effectively communicate and assist with maintenance, cleaning, and health & safety matters in liaison with management, caretaker and Health & Safety Advisor, ensuring regular inspections and good practice are maintained to promote a safe working environment.

Maintain professional boundaries and standards when working with clients, in accordance with Ferry Project policies and procedures, promoting inclusion and service user involvement.

Lead by example in personal presentation and behaviour, demonstrating excellent attention to detail and supporting vulnerable clients in a client-focused manner.

Adhere to Ferry Project policies and procedures at all times.

Attend team meetings, monthly staff meetings, conferences and other meetings as required.

Take joint responsibility for personal and professional development, identifying training needs and undertaking agreed training with the line manager.

Key Relationships

External

Customers of the Ferry Project and Queen Mary Centre

QMC Management Team

External service providers

Cambs County Council

Internal

CEO and Ferry Project management team.

Community Centre Manager

Administration Team

No job profile can cover every issue, which may arise within the post at various times, and the jobholder is expected to carry out other duties from time to time.

I agree that the above details are a true and accurate reflection of the role and responsibilities.

Employee:

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Line Manager:

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Name ………………………………………………………………………………………….

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PERSON SPECIFICATION

JOB KNOWLEDGE, QUALIFICATIONS AND EXPERIENCE

Good standard of education to at least A level. (E)

Good knowledge of administrative procedures and their maintenance. (E)

Good knowledge of IT systems applicable to administration including databases. (E)

Experience of operating administrative and telephone based services (E)

An understanding of health and safety legislation and requirements (E)

SKILLS & ABILITIES

Ability to build relationships, with both internal and external customers. (E)

Effective administration skills. (E)

Good telephone skills (E)

Ability to work effectively under pressure. (E)

Ability to use different IT systems with confidence. (E)

WORK EXPERIENCE

Previous office or administration experience (E)

Experience of handling cash (E)

Previous experience of fundraising, both events & funding grants (D)

Previous experience working with volunteers (D)

SPECIAL FACTORS

Great attitude, clear focus and perseverance. (E)

Commitment to the aims of the Company and to the provision of a high-quality customer focused service. (E)

A positive and professional approach. (E)

Commitment to personal development and learning. (E)

E = Essential	D = Desirable