Working alongside other Reception staff to provide a first point of contact both for all external visitors arriving at the QAC Main Reception area and for telephone enquiries delivering excellent customer service both face to face and over the phone. A key aspect of this role is to greet and check in all visitors to QAC in line with safeguarding requirements.
Key Responsibilities & Safeguarding
Providing a professional and effective Reception service for the Charity demonstrating excellent customer service skills as a first point of contact.
Managing visitor and contractor sign-in/out procedures including checking photographic ID using QACs Visitor Photo ID system (EVM) providing relevant information on arrival and ensuring appropriate parking arrangements.
Following QAC safeguarding and security procedures and report any security or safeguarding concerns immediately.
Escorting visitors and contractors across campus where necessary.
Receiving and handling internal and external telephone calls using the Reception telephone system ensuring queries are effectively managed and directed to the appropriate person.
Working with the team to update and maintain the Charitys internal telephone list ensuring contact details are kept up to date.
Logging incidents through the Colleges 333 incident management system and contacting the appropriate staff where required.
Reporting and recording incidents/accidents in line with QAC procedures including producing basic reports of significant or extraordinary events such as the summoning of emergency services.
Supporting students and volunteers undertaking customer service telephone and reception training and gaining work experience on the main QAC Reception.
Flexibility to cover occasional events outside of normal working hours e.g. Parents Evenings.
Where required by the department undertaking First Aid and Fire Marshal training and supporting the evacuation of individuals with a PEEP in Reception where applicable.
Taking initial delivery of post including parcels and equipment deliveries maintaining appropriate records of goods received and ensuring post is ready for external collection.
Ensuring all Reception areas are maintained in a safe clean and tidy condition and reporting any maintenance or cleaning issues.
Undertaking Reception duties with due regard to confidential information and student staff and QAC data in line with Data Protection/GDPR requirements.
Acting at all times in accordance with QAC Values of Respect Excellence Enabling Collaboration and Inclusion and FREDIE (Fairness Respect Equality Diversity Inclusion and Engagement).
Complying with all QAC policies and procedures.
Completing any training required for the role.
Administration Duties:
Collating and circulating the Weekly Events Calendar ensuring it captures all visitors events student activities transition reviews and on-call arrangements in collaboration with staff across the College.
Updating and maintaining written protocols and guidance for Reception duties in collaboration with the wider Reception team.
Producing accessible versions of the Events Calendar and other College information including Braille and stripped text in line with accessibility requirements and preferred modes of communication.
Providing additional administrative support with the agreement of the Executive Assistant to College Management Team members. This may include administration data collection and/or reporting to support College activities and requirements.
Carrying out general administrative and clerical duties including the use of Microsoft Office as requested with dedicated administrative time available as required to fulfil the duties of the post.
Please take time to review the job description attached. Please upload a CV/Resume* with details of your full employment history (since leaving school including education employment and voluntary work) including reasons for any gaps in employment. This should also include a statement of the personal qualities and experience you believe are relevant to your suitability for the post and how this meets the job description and person specification requirements. Your CV/Resume* will be re-produced in a standard format by the system (without personal identifiers) to assist us in our anonymised shortlisting process.
Safeguarding Commitments
As part of our commitment to safer recruitment and in line with updated guidance published in September 2022 we will carry out an online search of all shortlisted candidates. This search may enable us to identify any incidents or issues that have happened and publicly available for review online which we may wish to explore with you in further detail during the interview process. As part of your application we have asked you to provide the account names usernames and/or handles for any social media platform that you use as well as the names of any websites that you own post on or contribute to. A Google search will also be conducted. These checks will only be conducted if you are shortlisted for interview. Please see our safer recruitment and selection policy for further information.
Under Section 7 of SVGA 2006 it is an offence to apply for the role if the applicant is barred from engaging in regulated activity relevant to children. The Colleges Safeguarding Policies are available here.
Skills Knowledge and Expertise
GCSE English and Maths at Grade 4/C or above or equivalent
Experience of working in a reception administration customer service or similar role
Excellent verbal and written communication skills including a confident and professional telephone manner
Good organisational and administrative skills with confidence using Microsoft Office
Understanding of confidentiality data protection and the importance of safeguarding
Ability to work effectively as part of a team and build positive working relationships
For further information on person specification please read the job description attached
Benefits
Join Our Business Support Services Team
Behind every successful service at QAC is a dedicated team of professionals providing the essential support that enables our students clients staff and visitors to thrive. We are looking for talented and committed individuals to join our Business Support Services teams across a range of specialist areas.
Our Business Support functions play a vital role in ensuring the smooth safe and efficient operation of the charity. Whether supporting people finances technology facilities or frontline customer services every role contributes to our mission of empowering people with disabilities to achieve greater independence and fulfilment.
Our Business Support Services is built up of:
Human Resources (HR) Supporting recruitment employee wellbeing learning and development employee relations and ensuring colleagues have the support they need to succeed.
Finance Providing financial management budgeting payroll procurement and financial administration services that help the organisation operate effectively and sustainably.
Reception and Customer Services Creating a welcoming and professional first impression for students clients visitors and stakeholders while providing information support and administrative assistance.
Health and Safety Promoting a culture of safety and wellbeing ensuring compliance with legislation and supporting the creation of safe environments across our campus and services.
Estates and Facilities Maintaining our buildings grounds accommodation and facilities to ensure they remain safe accessible and fit for purpose.
IT and Resources Delivering technology solutions technical support assistive technologies and learning resources that enable staff students and clients to work learn and live independently.
Working within our Business Support teams offers the opportunity to make a meaningful contribution to an organisation with a strong social purpose. While these roles may not involve direct support delivery they are fundamental to ensuring our services run effectively and continue to make a positive impact on the lives of the people we support.
This is an exciting opportunity to be part of a collaborative and values-driven organisation where your skills and expertise will help drive excellence across the charity.
If you are professional proactive and passionate about making a difference behind the scenes wed love to hear from you.
Access to Education Support Free Helpline for Teachers & Education Staff
QAC Mental Health First Aiders & activities to support health and wellbeing
BHSF Benefits Package including Healthcare Plans discounted shopping/services
Annual Flu vaccination/voucher
Access to other benefit/discount schemes (which may be subject to charge) e.g. Blue Light Card TOTUM (NUS) Charity Worker Discounts Discounts for Teachers
Dell Advantage programme - a free programme that offers savings to students parents and all staff at QAC - up to 20% off.
Health and Wellbeing Services (Occupational Health/Counselling)
Free Tea/Coffee and Staff Room facilities
Dining Room facilities with hot/cold food (free meal provided for those supporting students at mealtimes)
Additional discretionary concessionary/closure days as part of leave entitlement (including closure over Christmas/New Year period)
Reward and Recognition Policy Living the Values Awards (team & individual) and long service
Enhanced/Occupational paid leave e.g. maternity/paternity (subject to qualifying criteria)
Occupational sick pay (based on length of service)
On site wellbeing activities (e.g. yoga meditation)
Support for training/ CPD (either by way of study leave and/or funding)
Flexible working arrangements including Flexible Working Policy Agreements Time Off in Lieu (TOIL) in prior agreement with line manager.
This list is not exhaustive and may be subject to review and/or change.
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