Scottish Rugby Job Description

Transcription

1 Job Description Job Title: Reception Host Team: Ticket Services Reports to: Ticket Services Manager Location: BT Murrayfield, Edinburgh Work Pattern: Job Purpose: Zero hours Reception covered Mon Fri 8.30am 5.30pm Weekend work may be required Date JD Completed: September 2016 To provide outstanding and professional customer service to all Scottish Rugby colleagues, clients and visitors, responding promptly and appropriately to all Reception requirements in a manner that demonstrates both personal ownership and responsibility and enhances the image of Scottish Rugby at all times. Key Accountabilities: To act as an ambassador for Scottish Rugby and ensure that all visitors are warmly, professionally and positively greeted on their arrival at BT Murrayfield and similarly acknowledged on departure in accordance with the appropriate organisational standards. To ensure that the Main Reception phone is answered promptly and that calls and messages are passed on or re-directed both correctly and promptly. Operate the main Scottish Rugby switchboard, ensuring that all in-coming calls are answered and dealt with in the appropriate manner and within the target response time limit of 10 seconds. To follow all security, health and safety and housekeeping guidelines and ensure that the Reception area is well maintained and professionally presented at all times, whilst also ensuring the safety and well-being of all visitors to Reception. To ensure that all courier and Royal Mail Special deliveries to Scottish Rugby are received and distributed and/or dispatched both correctly and promptly. To book taxis as required by colleagues, clients and visitors following the appropriate procedures. Associated Competencies: Personal Accountability Personal Accountability Planning and Organising Planning and Organising

2 To provide ad hoc administrative and organisational support to BT Murrayfield-based teams as required (e.g. assisting with mail-out campaigns, event preparation paperwork etc). To work with the line manager, SR colleagues and TME staff to develop and enhance the Reception customer care experience and to promote BT Murrayfield Stadium and Scottish Rugby, as required. Facilitating Change

3 Job Description Key Dimensions: Number and Level of staff: Financial Responsibility: Physical Resource Responsibility: Working Environment: Physical aspects of role: No direct reports. No budgetary or cash-handling responsibility. Responsible for maintaining the general smart and professional appearance of the BT Murrayfield Main Reception area, reporting any housekeeping or maintenance issues as appropriate. Responsible for safe and secure short-term storage of potentially high-value deliveries. Predominantly based indoors in the Main Reception at BT Murrayfield. Sitting and standing whilst covering the Reception area. Occasional manual handling of parcels, deliveries etc. Impact on public image, business success & viability Key Internal and External Contacts: As the first impression many clients and visitors have of Scottish Rugby, this post has a significant impact on how the organisation is perceived in terms of its professionalism, positivity and success. Needs to communicate with all callers and visitors in a way that builds confidence in our ability to deliver as an organisation. All Scottish Rugby colleagues, including particularly Facilities and Events staff, CEO s PA/Office Manager, etc All external stakeholders and visitors to BT Murrayfield Stadium, including corporate clients, sponsors, contractors, sales representatives, members of the public etc TME staff Taxi drivers, Royal Mail delivery/collection staff, couriers etc Authorities and Limitations: Needs to prioritise own daily workload effectively and ensure that work is completed effectively and in good time, re-prioritising as required. Has the authority to immediately deal with and resolve any customer comments or complaints within their own remit, with any other required action promptly escalated to the line manager, as appropriate. Can make recommendations to line manager for adjustments/improvements to the Reception customer care experience based on their direct involvement with colleagues and clients and any on-the-spot feedback they receive from visitors to the stadium. Limited authority to act independently, other than as noted above; majority of work is as directed by line manager.

4 Problem Solving: Answering questions from colleagues, clients and visitors, potentially outwith their own knowledge and experience, by means of common sense and possible further investigation. Ability to think on their feet, anticipating and dealing with any immediate issues or incidents which happen whilst covering the Main Reception area (e.g. a visitor becoming unwell, unexpected delivery issues). The successful outcome, or otherwise, of their approach to dealing with any problem is generally fairly immediate.

5 Person Specification Factor Essential Desirable Qualifications and Attainments: Standard Grade Maths and English or equivalent Customer Care qualification (e.g. VQ) or previous in-house customer care training award Basic IT skills (Microsoft Word/Excel) First Aid qualification Knowledge and Experience: Experience of dealing with customers and visitors in person, by phone and by . Excellent customer care and relationship management skills. Ability to demonstrate high level of accuracy and attention to detail. Ability to multi-task and remain calm under pressure. Knowledge and understanding of current Health and Safety regulations and best practice. Previous administration experience in a busy office environment. Previous reception experience. Competencies: Facilitating Change Planning and Organising Personal Accountability Leading Others Additional Requirements: Appropriate level of physical fitness to be able to escort visitors around the stadium and office complex, as required. Flexible attitude to variable working hours, including occasional evenings and weekends.