Job Purpose

The reception will be the first point of contact people have with Nishkam Centre. This is an important role that will set the tone for Nishkam Centre s relationship with each client. The main role is to welcome all building users who could be customers visitors staff or tenants both in person and over the telephone.

Confidentiality is essential within this role:

It is best practice and necessary for compliance with Data Protection legislation. It is imperative no personal details of any visitors staff volunteers or members are shared with anyone or left visible to anyone without the specific permission of the NCA Managing Director.

As a receptionist your duties will include:

Greeting visitors and directing them to the correct person or department

Positively connect and engage with individuals from local diverse communities.

Providing information and answering enquiries.

Answering calls and taking messages and pass on message either by email phone or by hand or via a CRM system (Zoho).

Raising tickets and enquiries on CRM System (Zoho)

Dealing with phone enquiries and redirecting as required.

Always Keeping the reception area clean and tidy.

Organising reading material.

Ensuring the availability of sign in sheets and compliance with NCA signing in procedures.

Ensure information displays are working and up to date (External Reception and foyer).

Work closely with the Nishkam team and all functions e.g. Conference and Events / Advice services.

Support various centre admin requirements.

Act as a fire marshal and manage first aid/accident reporting book and procedures.

A receptionist should:

Have strong interpersonal and communication skills.

Be friendly and confident and greet people with a smile.

Have good organisational skills with the ability to multitask.

Be able to prioritise their workload.

Be able to use initiative and follow guidance when screening calls.

Enjoy meeting and dealing with a variety of people.

Calm personality the ability to deal with difficult situations and individuals.

Reflect and role model Nishkam values

You are a warm friendly and very well presented.

Health and Safety requirements

Comply with the Health and Safety rules within the NCA premises and be aware of good practice in the working environment.

Ensure that learners are aware of their obligations to Health and Safety including safe working practice accident reporting etc.

Professional Development

Undertake mandatory training and appropriate training identified as relevant to the position.

Standard for all Jobs

To operate at all times within both the spirit and the practice of NCA Equal Opportunities policies.

To be aware of and work with due regard to safety and safe practice. To meet statutory requirements and to report any hazards / unsafe practices or incidents as appropriate.

To represent NCA in the best light at all times.

To maintain such records and undertake administrative duties as may be determined by NCA.

To carry out any other duties in connection with the appointment which may be reasonably determined from time to time by the Director or line manager.

Specific conditions or working arrangements applicable to all levels of this role are:

The successful candidate must abide by the NCA s lone working policies at all times.

NCA is committed to safeguarding and promoting the welfare of children and

vulnerable adults and expects all employees and volunteers to share this commitment.

This job description is intended to provide a guide to the general duties and responsibilities of the specified post and to set in context the framework within which the post holder will operate. It should not be regarded as a legal document nor a set of conditions of service.

The job description sets out the main duties of the post at the time it was drawn up. Such duties may vary from time to time without changing the general character of the post. Such variations are common occurrences and cannot of themselves justify a reconsideration of the grading of the post.

This job description will be reviewed regularly and may be varied in the light of the business needs of NCA.

Requirements

CRITERIA

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Formal Qualifications

1. 4 GCSEs or equivalent including Maths and English at Grade C or above.

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Experience

1. Experience of working in a varied administrative / reception role.

2. Experience of working in a busy environment.

4. Ability to manage multiple tasks and prioritise workload

5. Excellent written and communication skills and attention to detail

6. Experience of providing internal and/or external customer care

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Skills and Abilities

1. Good verbal and written communication skills.

2. Proficient skills in the use of Microsoft office and CRM systems

3. Be a team player and have the ability to work autonomously

4. Excellent organisational skills and ability to meet deadlines/targets

5. Demonstrate a commitment to equality and diversity customer service and quality assurance

6. Demonstrate a commitment to the process of continuous review and improvement

7. Suitability to work with children young people and / or vulnerable adults

8. Fluent English both written and spoken

9. Additional fluency in either of the following languages advantageous but not essential: Punjabi Hindi or Urdu

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Other

1. Driving license and access to a car.

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