Salary:£17,090 (+10% Pension)
Special Terms:Temporary contract until 31st March 2019
Evening work and alternate Saturday shifts
Accountable to: Project Coordinator for Wellbeing
Accountable for: Volunteers
Role Summary
LGBT Foundation Community Resource Centre not only delivers a range of services to the LGBT Community but also acts as space for external organisations to hire for training, conferences and meetings.
Customer Service Assistantsplay an integral role in ensuring that LGBT Foundation offers excellent customer service to everyone who accesses LGBT Foundation’s Community Resource Centre. The role includes providing coverage on reception, answering business and professional calls, providing building and venue hire support and supporting Venue Hire and the Services Team with general administration tasks.
Role Accountabilities
1.To maintain a high standard of facilities to all users of the Community Resource Centre
- Provide coverage for the reception desk by working within a rota system
- Meet and greet all visitors to the building and ensure that they adhere to LGBT Foundations Health and Safety regulations and procedures relevant to the building.
- Be the first point of contact for any queries from volunteers, service users or visitors to the CRC
- Ensure that all display areas are kept up to date with relevant information and update social media with a weekly guide to what’s happening in the building.
- Inform staff of their visitor’s arrival.
- Answer all business calls and provide occasional support to the Helpline
- Support the upkeep and maintenance of the CRC, ensuring excellent levels of service across all functions
- Lead on the setting up of rooms based on customers and users’ needs and ensuring rooms are returned to their original state after the activity as finished
- Ensure all post and deliveries are given to the correct members of staff and that all deliveries for Venue Hire are put away in the appropriate places.
- Support the Office Manager with initial Venue Hire enquiries via venue hire inbox and phone.
- Support building volunteers during their shifts and with the closing down of the building at the end of each shift.
- Support LGBT Foundation Direct Reception Volunteers to support with the covering the front desk and general admin duties.
2.Support the collection and recording of meaningful service provision data to help shape our services
- Support Venue Hire and the Services Team by support with general administration and data input.
LGBT Foundation Accountabilities
- Completion of specific tasks allocated through work plans, project plans and the annual business plan of the LGBT Foundation.
- Provision of monthly information (accurate data and informative commentary) within your areas of responsibility for performance management purposes.
- Compliance with LGBT Foundation’s policies, procedures, management and monitoring systems.
- Display a genuine commitment to equality of opportunity and an understanding of the issues faced by LGBT communities.
- In common with all staff, you have a responsibility for your own personal and professional development and training, and for drawing attention to your own training needs as well as those of colleagues that you work with. We are a learning and development organisation and will consistently provide and support opportunities for staff to exceed theirs and our expectations.
- Any other duties commensurate with the skills and abilities of the post holder as directed by your line manager.
- All staff are expected to maintain a flexible approach to their roles and respond toLGBT Foundation’s changing needs. The responsibilities of this post may be changed subject to review, over a period of time. This will be done in consultation with the post holder.
Person Specification
Essential Elements
Qualifications & Skills
- Excellent interpersonal skills
- Proficiency in Microsoft Office
- Excellent organisational skills
- Problem solving skills
Experience
- Experience of supporting customers/service providers over the phone, via email and face to face
Knowledge & Understanding
- An understanding of LGBT communities and their needs
This role, in common with all staff at LGBT Foundation, will be expected to display a range of competencies specific to their grade and area of work. These will be measured during annual performance appraisals, and there will be an expectation that staff will be able to evidence the ways in which they have met these competencies over the course of the year.
Desirable
Qualifications and skills
- None
Experience
- Experience of delivering a similar front facing role.
- Experience of using CRM systems, both inputting and extracting information
- Experience of providing high quality information and support to service users
Terms and Conditions
(i)Hours – 37 hours per week with evening work and alternate Saturday shifts
(ii)Length of contract –Temporary Contract until 31st March 2019
(iii)Annual Leave – 25 per annum plus Bank Holidays, rising to 30 after 5 years’ service (pro rata where appropriate)
(iv)Probation Period – Post subject to successfully completing a 6 month probationary period
(v)Employer’s contributory pension – 10% of annual salary (applied the month following completion of the probationary period).