Receptionist/Switchboard operator
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Contract
Administration
£20,000 to £29,999
£11.50 per hour
London West End
Central London WC1
JS11794
11-12-2018 10:13 AM
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Job Description
Job Title: Receptionist
Hours: Full time 35hrs per week (initial 6 months FTC to become permanent once the internal redevelopment is completed)
Location: Central London, WC1
Measure of Success
Delivery of all switchboard operations whilst meeting SLAs with compliance of the client’s standards and procedures.
Delivery of all meeting room functions and associated services in line with Meeting Room Policy
General Responsibilities
Switchboard Operation
- Ensuring incoming calls are answered within an appropriate timeframe in line with SLAs;
- Ensuring all enquiries are dealt with in a friendly, courteous and professional manner;
- Redirecting and announcing all calls to the correct recipient/department within an appropriate timeframe in line with SLAs;
- Taking down messages when redirected calls are not accepted and notifying the intended recipient via e-mail within an agreed timescale;
- Ensuring the Switchboard consoles are regularly maintained and kept up-to-date as staff join and leave the organisation;
- Checking both switchboard voicemail boxes at the beginning of each day and relaying any messages to intended recipients via e-mail;
Front of House Services
- Ensuring all ‘face-to-face’ visitors are received in a friendly, courteous and professional manner;
- Answering any face-to-face enquiries from internal and external visitors where possible;
- Notifying the appropriate person/department of any visitors that have arrived for them, ensuring the visitor’s name is announced to the person accepting the call;
- Provision of refreshments and cloakroom facilities to all visitors where appropriate;
- Ensuring the Reception area and front desk are kept clean, tidy and free from any obstructions at all times.
Meeting Rooms and Conferencing Facilities
- The management if all meeting rooms via the online room booking system (Condeco) ensuring availability levels are kept as high as possible at all times;
- Ensuring all meeting rooms are set up appropriately for each event (in conjunction with Facilities and I.T);
- Ensuring each event is provided with the correct amount of requested refreshments and/or external catering items, including crockery and cutlery where appropriate;
- Cleaning down rooms following events, ensuring the space is fit for use or reconfigured for the next scheduled event in a timely fashion;
- Ensuring staff are aware of their responsibilities when reconfiguring meeting spaces for events, reminding them of the need for assistance where possible as per the Meeting Room Policy;
- Ensuring staff are aware of the correct procedures and processes when relocating meeting room furniture, such as flip-top tables.
- Ensuring all literature displayed in snap frames around the 1st floor is kept up to date, including internal telephone lists (in conjunction with Facilities).
Kitchen Supplies & Catering
- Procurement, purchasing, management and stock checks of all refreshment items offered in meeting rooms on 1st floor;
- Fortnightly inspections of crockery and cutlery stock levels in kitchenettes on all floors, topping up and redistributing where necessary (in conjunction with Facilities);
- Ensuring the 1st floor kitchen is kept clean, tidy and free from obstructions at all times;
- Ensuring all coffee machines in 1st floor kitchen are in full working order and reporting and defects to the Office Services Manager immediately when discovered;
- Maintaining a good supply of meeting room crockery, cutlery and glassware at all times
Ancillary
- Attending monthly team meetings with the Office Services Manager and Facilities Helpdesk Assistant
- Liaising with the Office Services Manager regularly to ensure appropriate cover of the Reception area is provided at all times within opening hours;
- Ensuring the Office Services Manager is regularly notified of any Reception activities and made aware of both issues and opportunities;
- Provide general administrative support to the department from time to time;
- Such other tasks as the Office Services Manager or Head of Facilities & Property may allocate on ad-hoc basis.
Competencies
Technical:
- Professional and Organisational Knowledge
- Information Sharing and Management
- IT Skills
Planning & Thinking
- Analysis and Problem Solving
- Strategic Awareness
Working with Others
- Team Work and Collaboration
- Flexibility and Adaptability
- Impact, Influence and Awareness
Outputs & Delivery
- Customer Service
Person Specification
Essential
- GCSE English & Maths (or equivalent)
- Previous experience of general clerical/admin, office-based environment
- Basic Microsoft I.T systems (Word, Outlook)
Personal attributes/behaviours
- Reliable
- Self-motivated
- Committed
- Approachable with a professional manner
- Strong in building relationships and able to communicate at all levels
- Methodical in approach to tasks
- A good team player
- Takes pride in themselves, their role and their surroundings
Desirable:
- Advanced telephone skills or customer service training certificate
- Previous Reception/Switchboard experience in a similar organisation (preferably legal sector)
- Microsoft Office
- Avaya Softconsole
- Condeco
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