REPORTS TO Manager

ACCOUNTABLE TO Directors

JOB SUMMARY AND WORKLOAD MANAGEMENT
The job holder will work as part of a team to provide an efficient and effective Reception service to Daybreak Support Services

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

• Knowledge of general office duties (filing systems, faxing, photocopying).
• Working knowledge of Microsoft Word, Spreadsheet and Microsoft Outlook.
• Understand the responsibilities of working with confidential information.Skills
• Able to answer the telephone in a confident and professional manner, taking and relaying accurate messages times date etc.
• Greeting service users, staff and visitors in a confident and professional manner, ensuring all personnel are signed into the building in line with security and fire protocols.
• Ability to organise, create, file and retrieve electronic and manual records.
• Ability to deal with customer complaints or enquiry’s in a professional manner
• Word processing skills at RSA 2 standard or equivalent.
• Good communication skills, verbal and written.
• Can demonstrate attention to detail.
• Good organisational skills and ability to work under pressure.
• Able to work well within a team.
• Ability to make informed responses with regard to service user enquiries within the boundaries of the role.

Experience

• Answering a busy switchboard and greeting visitors
• Data input experience
• Shows empathy to the client group
• Demonstrate a positive attitude towards the implementation of new systems and new ways of working
• Previous experience of working within teams and contact with service users (desirable)

Able to demonstrate the following basic computer skills: -

• Use of a PC including start/shutdown processes, keyboard and mouse skills
• MS Windows file and device management eg, printers
• Production of document using word processing (preferably MS Word)
• Email use and management (preferably MS Outlook)
• Accessing the internet, use and management of web browsers

COMMUNICATION AND WORKING RELATIONSHIPS

• The job holder will have regular telephone and face to face contact with service users and regular contact with other departments within the Organisation and with other agencies.
• The job holder will take accurate messages for staff.
• The information is likely to be of a confidential and sensitive nature and will require handling in accordance with organisations Information Governance Policy.
• The job holder will be required to meet standards for confidentiality and information sharing.
• The job holder will be expected to have a positive attitude towards colleagues and towards best practice.

PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

• The job holder will be responsible for ensuring that information is kept up to date, relevant and that systems are in place to facilitate the smooth administration of electronic systems currently being used.
• To deal with telephone and personal enquiries from members of the public, GPs and other healthcare professionals. Provide non-clinical information and advice to service users and relatives within the boundaries of the role.
• The job holder will provide a meet and greet service to the service users, carers and visitors.
• Taking accurate messages, responding appropriately and passing information on in the appropriate manner.
• To carry out tasks as instructed by the Managers.
• To be aware of timescales and levels of urgency.
• Participate in the maintenance of effective office systems.
• To record and input onto computer any relevant data as directed by the Managers.
• To assist in maintaining adequate supplies of stock items where appropriate.
• To provide cover for colleagues as required and to ensure the continued smooth running of the service.
• To participate in the organisations Appraisal and Performance Review process and be responsible for own personal development, including attendance at relevant training courses.
• The job holder will undertake personal responsibility with regard to attendance at all identified mandatory training
• To ensure the work area is appropriate and fit for purpose
• Provide refreshments for those working in the main office at set intervals.
• Ensure standards of hygiene and cleanliness of the washrooms and general areas within the office on a day - day basis.

DECISION MAKING AND ADVICE

• The job holder will be expected to make decisions within the boundaries of this role, under direct supervision from the Operations Manager.
• The job holder will be expected to understand and recognise urgent messages and the need for appropriate accurate response and action within the boundaries of the role.
• The job holder will be expected to behave in a professional manner at all times.

INITIATING AND IMPLEMENTING CHANGE

• The job holder will contribute to team discussions relating to the implementation of new procedures.
• The job holder will support best practice by contributing to team discussions and sharing ideas.
• Where new systems are to be implemented the job holder will be expected to contribute and facilitate the implementation in a positive way including having the ability to articulate concerns and issues in a positive light.
• The job holder will be expected to identify any in-efficiencies within the area of responsibility and communicate concerns to the Operations Manager.

RESPONSIBILITY FOR FINANCE

• Help ensure safe keeping of petty cash.
• Help maintain the security of the building.

HEALTH, SAFETY & RISK MANAGEMENT
You must at all times comply with the organisations Health & Safety Policies, in particular by following agreed safe working procedures and reporting incidents using the organisations risk incident reporting system.
You are required to inform the line manager of any safety issues that could affect you or others in the work place. You are responsible for your own Health & Safety and must co-operate with the management at all times in achieving safer work processes and work places, particularly were it can impact on others.
You will be trained in the correct use of any equipment provided to improve Health and Safety within the organisation. You are required to use the equipment when necessary and as instructed; it is your responsibility to ensure the equipment is safe to use, prior to its use and must report any defects immediately to your manager.
TRAINING AND PERSONAL DEVELOPMENT
You must take personal responsibility in agreement with your manager for your own development by ensuring that continuous professional development remains a priority. You will undertake all mandatory training required for the role and participate in supervision/appraisal as necessary.
SAFEGUARDING
Any post holder within the organization will be expected to undertake safeguarding training (Children and Adults) appropriate to their role and adhere to policies and procedures relevant to the area they work in.
INFORMATION GOVERNANCE AND DATA QUALITY
RESPECTING CONFIDENTIALITYYou should respect service user and personnel confidentiality at all times, and protect, and not divulge information unless sanctioned by the requirements of the role.
DATA QUALITY asks involving collecting and / or inputting data into the organisations information systems, and particularly if this relates to service users or other persons, then you must adhere to policy and procedures to ensure the accuracy and completeness of this information.
EQUALITY AND DIVERSITY
You must co-operate with all the policies and procedures designed to ensure equality of employment. Co-workers, service users and visitors must be treated equally irrespective of gender, ethnic origin, age, disability, sexual orientation, religion etc.
Required experience
£7.50 starting rate reviewed after probation period