JOB DESCRIPTION - Age UK



`JOB DESCRIPTIONTITLE: Receptionist and Business Centre Assistant LOCATION: Faraday House Business Centre, Eastbourne with some travel around Eastbourne and East Sussex required. HOURS: 35 hours per week on a rota basis to include occasional weekend and evening work SALARY:?19,000 per annum RESPONSIBLE TO: Retail Operations ManagerRESPONSIBLE FOR: Faraday House CleanerPURPOSE OF THE POST:In accordance with existing health and safety processes and procedures to ensure day to day compliance of Health and Safety of Faraday HousePromoting room hire and equipment hire to existing and new Clients in partnership with line manager objectives.To ensure all clients and visitors feel welcome and valued when they contact Age UK East Sussex and/or visit Faraday House.Providing a professional and efficient reception and room hire bookings service. Answering the charity’s main switchboard in a professional, pleasant and timely manner. Accurately recording customer information onto CRM database and passing leads to relevant departments. Coordinating room hire to meet the needs of clients and the organisation. DUTIES AND RESPONSIBILITIES:Management DutiesManage Faraday House operationallyDeliver a customer focused efficient operation to deliver a profitable business in line with business objectivesProvide training and support to Faraday House Staff and volunteers, ensuring they are engaged and well managed. This includes mandatory and additional training, 1-2-1’s, appraisals and development plansTo actively support and promote the wider charityTo provide cover for all roles within Faraday HouseReception, Customer Care and Administration DutiesTo politely and efficiently answer switchboard incoming calls, screening, recording customer information in line with CRM procedures and forwarding calls to the appropriate member of staff/department.To work with the Customer Relationship & Business Support Coordinator to coordinate successful and efficient Age UK East Sussex customer relationships through communication and feedback channels.To support the Business and Operations Director with the development and implementation of the Customer Relationship Management system.To ensure all Faraday House visitors and clients are greeted and welcomed in a professional manner as soon as they arrive.To be smart and presentable at all times.Ensure the accurate recording of visitor details, issuing badges and maintaining the visitor register for security and Fire Safety. Contacting the individual or business the visitors are meeting, in a polite and professional manner.Updating the Age UK East Sussex Customer Relationship Management (CRM) database accurately. Pro-actively sourcing information and forwarding leads and service referrals.Handling post - receiving, date stamping, sorting and recording incoming post and handling outgoing mail for Faraday House/Age UK East Sussex. Sorting and distributing or filing post for tenants into mail boxes. Stamping/franking mail, collecting and taking post/parcels to the post office or sorting office.Monitoring and handling Faraday House email enquiries – responding to emails in a timely manner, providing required information and recording enquiries.Maintaining a clean and smart reception area at all times - ensuring the front of the building is kept clean, smart and welcoming and ensuring porch doors and windows are kept clean throughout the day inside and out.To act as a point of contact for all Faraday House tenants and visitors and attend to and action any requirements as they arise. Show guests and tenants to offices when required.Support the site manager with issuing tenant keys, name badges and maintain accurate tenant records.Support the site manager with daily site facilities management - carrying out the tasks as defined in the daily and weekly cleaning checklist. Ensure toilets and kitchen areas are always fully stocked with paper towels, soap and kept clean - action any cleaning or maintenance requirements as they arise. Maintain cleaning and communication log book.Manage site petty cash in line with financial procedures.Manage centre photocopying facilities. Ensure the machinery is of good working order, calling out engineers when required and all consumables are stocked and replenished on a daily basis as required.Manage centre’s stationary cupboard and maintain minimum stock levels.Ensure that the Shared Kitchen Area is kept clean during the day and that the dishwasher is loaded, unloaded and operated as needed during the day. Maintain confidential files and records in accordance with the GDPR regulations 2018.Providing admin support to other areas of the organisation as directed by a line manager or senior staff.Conference and Training Suite –Faraday HouseTake a key role in the promotion of the room booking and equipment hire facilities using existing and new contacts. Actively promote Faraday House services to new and existing clients in partnership with the Line Manager objectives. This promotion can be, but not limited to telephone, email and letter correspondence as well as hosting promotional evenings and attending external events. To manage the Booking Calendars for conference and room hire. This includes maintaining the internal booking calendars and online calendars such as through and Outlook.Respond to room hire enquiries, sending out room hire information and responding to emails. Provide guided tours of the premises for potential clients and support them with their room hire requirements.Manage booking correspondence to help achieve centre sales targets. Respond to all enquiries within 24 hours (within working week). Liaise with clients and manage their needs and expectations. Ensuring we always deliver what we say we will. Finalise bookings and manage any deposits in line with financial procedures.Coordinate setting up each room as required– table/chairs/projector/ refreshments etc., and clearing down after each booking.Ensure that the Training Room Dishwasher is loaded, unloaded and operated as required.To regularly communicate with clients to ensure a high quality level of customer service is provided.Support clients on the day of their event to ensure all requirements are met.Actively encourage clients to book our catering and manage catering booking with our preferred suppliers list.Process billing for clients; document all orders on room hire spreadsheet and send accurate invoice requests to the Finance Team to raise invoices. Cross check actual income against invoice requests each week and alert Finance if missing and assist with any late payment of invoices where necessary.Process any bills for room hire and ensure they are accurately charged against relevant room hire bookings. Maintain an accurate expenses spreadsheet for all room hire and refreshments expenditure. Monitor room hire consumables and alert manager or finance when re-ordering required and ensure adequate supplies are maintained.Keep and maintain accurate records for all room hire bookings.OTHER:To work within the policies, procedures and quality frameworks adopted by Age UK East Sussex with particular attention to equal opportunities, data protection/confidentiality, safeguarding and health and safety requirements.To undertake relevant training as required by the organisation and agreed with your line manager.To be an Ambassador for the Charity, positively promoting the organisation and its services at all times.To undertake other such responsibilities and duties as may be reasonably required by your line manager within the level and grading of the post and to work flexibly as required.Age UK East Sussex reserves the right to review this job description from time to time to best suit the changing nature of the role in line with service needs. Any changes to this document will be made by mutual agreement..Person SpecificationAttributeQualityEssential/DesirableAssessedEducation/QualificationGCSE Grade C or above in Maths and English LanguageEApplicationEducated to Level 3 or equivalent (e.g. A’ Level or AS Level)DApplicationExperienceSound experience in the use of Microsoft Office, including Word, Excel, Outlook and PowerpointEApplication & InterviewExperience of working with data and database entryEApplication & InterviewCash Handling experienceDApplication & InterviewExperience of handling confidential information and maintaining client confidentialityEApplication & InterviewExperience of working with Projectors, event IT and sounds systemsDApplication & InterviewExperience of reception duties and multi-call handlingDApplication & InterviewExperience of running small scale eventsDApplication & InterviewExperience of invoicing and maintaining client accountsDApplication & InterviewExperience of buying catering / supplies for conferencesDApplication & InterviewSkills and AbilitiesAbility to organise and motivate self, manage own and others time, prioritise and take appropriate responsibility as requiredEApplication & InterviewExcellent telephone manner with a clear positive communication styleEApplication & InterviewPerson-focused with a welcoming mannerEApplication & InterviewSelf-starter with a can do attitudeEApplication & InterviewAttention to detail and ability to follow complex proceduresEApplication & InterviewAbility to work unsupervised, set efficient goals and timeframes and good at multi-taskingEApplication & Interview Excellent verbal and written communication skillsEApplication & InterviewAbility to multi-task and see tasks through to completion EApplication & InterviewAbility to move chairs, tables and other event equipment as well as collecting and delivering post/suppliesEApplication & InterviewAttention to detail and accuracy EApplication & InterviewOtherReliability and honestyEApplication & InterviewAbility to cope well under pressureEInterviewAbility and willingness to travel throughout East SussexEApplication & InterviewI confirm that I have received and read the above Job Description and Person SpecificationAs an employee of the charity, I understand the duties and responsibilities assigned to me. Furthermore, I understand that these are intended as guidelines and may change over time, as necessary. From time to time, I understand I may be asked to perform duties and undertake responsibilities that are not specifically set out in my job description but are suitable for my role and level.Employee Name............................................................................................................................Signature........................................................................................................................Date............................................................................................................................... ................
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