Job Title: Receptionistdepartment: Client Services

Job Title: Receptionistdepartment: Client Services


September 2015

Job title: ReceptionistDepartment: Client Services

Team: Crisis Skylight CroydonJob holder: New Post

Reporting to: Reception Team Leader


  • Be first point of contact and the ‘face of Crisis Skylight Croydon’, providing reception cover and customer-focused support for the activities at Crisis Skylight Croydon.
  • First point of contact for members of the public, homeless people seeking advice, Skylight members, staff, Crisis volunteers, visitors, housing and homelessness professionals and contractors.


  • Manage and support Reception or Admin volunteers, reporting to the Reception Team Leader


  • Based in Crisis Skylight Croydon
  • 35 hours per week
  • Evening and weekend work will be required, including opening and closing the building
  • The role involves working with young people and so a satisfactory enhanced disclosure from the Disclosure and Barring Service is required


£25,872per annum


Crisis is the national charity for single homeless people. We are dedicated to ending homelessness by delivering life-changing services and campaigning for change.

Crisis Skylight, our award winning and accredited education, training and employment services, offer practical and creative workshops with formal learning opportunities that lead to qualifications and finding work.Crisis has Skylight centres open in London, Newcastle, South Wales and Oxford and operates outreach services in Birmingham, Coventry, South Yorkshire and Edinburgh. Crisis opened a new service in Croydon the autumn 2015, initially providing outreach services with a new building based Skylight Centre opening in Dec 2016.

Organisational Chart

Principle Accountabilities

  • Provide reception cover for Crisis Croydon Skylight. This will include formally ‘opening’ reception if coming on duty at the start of the working day and ‘closing’ at the end of the working day
  • Provide a welcoming and inclusive environment for Crisis visitors and Skylight members
  • Be the initial point of contact for Skylight members explaining the Skylight offer
  • Signpost members to relevant support services either within the centre or delivered by external agencies and organisations
  • Manage the day to day running of the reception area
  • Support the recruitment of reception/admin volunteers and supervise and support where appropriate, ensuring they are fully occupied and offer ongoing guidance to assist their development
  • Answer external calls and route to the relevant duty officer or Skylight staff member accordingly
  • Give signposting information advice and guidance as appropriate
  • Carry out administrative responsibilities including but not exclusively :-
  • Data entry
  • Collation of data
  • Stocking stationery and forms
  • Updating staffing and contacts lists
  • Responding to general enquires
  • Bulk texting members when required
  • Updating room bookings within the centre and in community settings
  • Display information regarding Crisis and external services within the Reception area and supporting staff to ensure that updated information is displayed in the premises of our outreach partners
  • Dealing with post and deliveries
  • Undertake other administrative activities to support Skylight Activities
  • Working with the Administration and Facilities Manager, Reception Team Leader and Reception Team members ensuring that processes are put in place for the management of the showers, laundry and storage facilities and ensure these are followed
  • Ensure that any safeguarding concerns are identified and reported in line with Crisis’ procedures


  • Actively encourage and support member involvement within Crisis
  • Develop and maintain an understanding of Crisis’ work and the needs and circumstances of homeless people
  • Comply with Crisis policies and procedures, including Health and Safety policies, for which all employees owe a duty of care both to themselves and others, in accordance with the Health and Safety at Work Act
  • Carry out any other duties that may reasonably be required in the light of the main purpose of the job

Person Specification


  1. Experience of working within a reception or administrative support role
  2. Experience of working with homeless or other vulnerable groups and understanding of the importance of respecting confidentiality, showing empathy and sensitivity
  3. Customer service experience with a commitment to delivering the highest standard of customer care
  4. Strong interpersonal skills including effective written and verbal communication skills
  5. Good working knowledge of Word, Excel and Outlook
  6. Good organisational skills with ability to deal effectively with conflicting priorities
  7. Able to deal with challenging situationsand individuals with a range of needs with a calm and confident approach in order to reach a positive resolution
  8. Ability to work effectively in a busy and stimulating environment
  9. Abilityto work co-operatively as part of a team
  10. Knowledge of and ability to comply with safeguarding procedures
  11. Commitment to Crisis’ purpose and values including equality and social inclusion


  1. Conversational level in a second European language
  2. Experience of recruiting, supervising and supporting volunteers

We encourage applications from all sections of the community particularly those with personal or previous experience of homelessness.