JOB DESCRIPTION
TITLE: Receptionist and Room Booking Facilitator (initially one role but two as Faraday grows)
LOCATION: Faraday House, Eastbourne
HOURS: 35 hours per week (job share considered)
RESPONSIBLE TO: Faraday House Manager,
Salary: Up to £16,744 per annum, 5 weeks paid holiday + bank holiday allowance, company pension scheme Pro rata if on a job share basis
Manual Handling: The role includes moving chairs, tables and other event equipment as well as collecting and delivering post / supplies. The ability to travel around Eastbourne and East Sussex is required and own car is desirable.
PURPOSE OF THE POST:
Ensuring all clients and visitors feel welcome and valued when they contact Age UK East Sussex and/or visit Faraday House. Providing a professional, slick 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:
Reception, Customer Care and Administration Duties
1. To 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.
2. To ensure all Faraday House visitors and clients are greeted and welcomed in a professional manner as soon as they arrive.
3. Being smart and presentable at all times and being mindful that you are acting as ‘first point of contact’ of the organisation at Faraday.
4. 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.
5. Updating the Age UK East Sussex Customer Relationship Management (CRM) database accurately. Pro-actively sourcing information and forwarding leads and service referrals.
6. Handling post - opening, date stamping, sorting and recording incoming post and handling outgoing mail for Age UK East Sussex. Sorting and filing post for tenants into mail boxes. Franking mail, collecting and taking post to the post office or sorting office.
7. Monitoring and handling Faraday House email enquiries – responding to emails in a timely manner, providing required information and recording enquiries.
8. Maintaining a clean and smart reception area at all times - ensuring the front of the building is clean, smart and welcoming, including putting out and bringing in flowers / bushes/ pop up banners each day and ensuring porch doors and windows are kept clean throughout the day inside and out.
9. 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.
10. Support the site manager with issuing tenant keys, name badges and maintain accurate tenant records.
11. Support the site manager with daily site facilities management. Ensure toilets and kitchen areas are always fully stocked with paper towels, soap and action any cleaning or maintenance requirements as they arise. Maintain cleaning and communication log book.
12. Manage site petty cash in line with financial procedures.
13. 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.
14. Manage centre’s stationary cupboard and maintain minimum stock levels.
15. Ensure that the Shared Kitchen Area is kept clean during the day and that the dishwasher is loaded and unloaded as needed during the day.
16. Maintain confidential files and records in accordance with the Data Protection Act 1998.
17. Providing admin support to other areas of the organisation as directed by a line manager or senior staff.
Conference and Training Suite –Faraday House
1. To manage the Booking Calendars for conference and room hire. This includes maintaining the internal booking calendars and online calendars such as through meetingsbooker.com and Outlook.
2. 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.
3. 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.
4. Coordinate setting up each room as required– table/chairs/projector/ refreshments etc., and clearing down after each booking.
5. Ensure that the Training Room Dishwasher is loaded and unloaded as required.
6. To regularly communicate with clients to ensure a high quality level of customer service is provided.
7. Support clients on the day of their event to ensure all requirements are met.
8. Encourage clients to book our catering and manage catering booking with our preferred suppliers list.
9. 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.
10. 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.
11. Monitor and maintain room hire consumables and alert manager or finance when required to re-order.
12. Keep and maintain accurate records for all room hire bookings.
Other
13. To work constructively with other staff members and teams at AUKES and contribute towards a happy work environment.
14. To work within the policies and procedures adopted by Age UK East Sussex with particular attention to equal opportunities, confidentiality, safeguarding, at risk and health and safety requirements.
15. To be prepared to alter agreed weekly working arrangements and on occasions to be able to attend meetings and events and/or to cover other team members' sickness or annual leave.
16. To understand and act within our quality frameworks (currently ISO9001 and Quality Counts).
17. To ensure that template (standard) documents for the service are developed, stored and reviewed in accordance with the template document procedures.
18. To cross promote all AUKES services, products and commercial activities.
Training
19. To complete relevant training as agreed with your line manager.
20. To be committed to your professional development.
Changes to this document
21. Age UK East Sussex intends to review this document on an annual basis to best suit the changing nature of the role as the service develops. Any changes will be made by mutual agreement.
Person Specification
Attribute / Quality / Essential/Desirable / Assessed / Met / Not MetEducation/
Qualification / GCSE Grade C or above in Maths and English Language / E / Application
Experience / Excellent telephone manner with a clear positive communication style / E / Application & Interview
Positive people person with a welcoming manner / E / Application & Interview
Self-starter with a can do attitude / E / Application & Interview
Ability to work unsupervised, set efficient goals and timeframes and good at multi-tasking / E / Application & Interview
Excellent computer skills including proficiency in Word, Excel, Outlook and PowerPoint. Experience of working with data and database entry / E / Application & Interview
Attention to detail and ability to follow complex procedures / E / Application & Interview
Good written English, Level C or above English and Maths GSCE / E / Application & Interview
Cash Handling experience / E / Application & Interview
Experience of handling confidential information and maintaining client confidentiality / E / Application & Interview
Experience of working with Projectors, event IT and sounds systems / D / Application & Interview
Experience of reception duties and multi-call handling / D / Application & Interview
Experience of managing room hire booking digitally and manually / D / Application & Interview
Experience of running events / D / Application & Interview
Experience of invoicing and maintaining client accounts / D / Application & Interview
Experience of buying catering / supplies for conferences / D / Application & Interview
Skills and Abilities / Ability to organise and motivate self, manage own and others time, prioritise and take appropriate responsibility as required / E / Application & Interview
Proven ability to use Microsoft Word, Outlook and Excel / E / Test, Application & Interview
Excellent verbal and written communication skills / E / Test, Application & Interview
Other / Reliability and honesty / E / Application & Interview
Ability to travel across East Sussex / E / Application & Interview
Ideal candidate will be flexible, resilient person who is calm and composed at all times. / E / Interview
I confirm that I have received and read the above Job Description and Person Specification
As 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......
1