JOB DESCRIPTION. Customer Services Administrator

Transcription

1 JOB DESCRIPTION POST: LOCATION: RESPONSIBLE TO: Customer Services Administrator Head Office Senior HR Officer JOB PURPOSE: To provide support for the Executive Leadership Team, providing administrative assistance, effective reception support and assistance to any Head Office teams. KEY RESPONSIBILITIES (RECEPTION) Ensure the telephone is answered efficiently and in a professional, polite, friendly and timely manner. Provide a professional and knowledgeable service when responding to all enquiries and strive tor resolve these at the first point of contact. Ensure all messages are taken accurately and passed onto the relevant person. Distribute received mail, prepare mail and post each evening Receive, record and help visitors Receive and send information electronically or otherwise where necessary. Order stationery as and when required. 1

2 Take overall responsibility for maintaining a high standard of presentation and cleanliness in the reception and communal areas. OTHER KEY RESPONISBILITES Prepare and produce a variety of documents, including letters and s to people internally and externally as and when requested. Input, locate, retrieve and print data from P3 s relevant computer systems. Assist in arranging meetings, conference calls and events where required. Attend meetings and events and take minutes when required. Carry out general administration duties and projects for any Head office colleagues. Supporting ad hoc projects as directed by the line manager Deputising for the Assistant to the CEO and Lead Governance Officer and PA to the Chief Operating Officer when required. Support and assist the HR department on a daily basis. HEALTH AND SAFETY Share responsibility for good health and safety practices, including participating in fire drills and risk assessments and reporting to line management any matters of concern. Undertake all duties in accordance with P3 s policies, with particular reference to the Equality and Diversity and Health and Safety policies and work towards their continuing development and improvement. 2

3 DEVELOPMENT Undertake the staff induction programme and participate in P3 s training programme. Assist as requested in the induction and training of new staff, students and volunteers. Participate in staff meetings, supervision meeting, training, team development sessions and other meetings as required, reporting back to the team as appropriate. DELIVERING EQUALITY Foster the equality, diversity and rights of others ensuring people are respected and valued as individuals. Promote the rights and needs of people who use P3 services in the community. OTHER Undertake such other duties appropriate to your role, as may be required from time to time. Undertake all duties in accordance with all P3 policies and work towards their continuing development and implementation. The employee may on occasions and in necessary circumstances be called upon to undertake work in other locations in order to ensure P3 s commitments to clients and the organisation are fulfilled. Undertake development activities as necessary and appropriate to the role. All job descriptions are subject to periodic review. This job description covers the range of duties required. It is P3 policy to, wherever possible, reach agreement on changes, however if this is not possible, P3 reserves the right to change the job description in line with the needs of the organization 3

4 P3 PERSON SPECIFICATION Customer Services Administrator Essential Desirable Values Must be able to demonstrate the following values; Recognise and value all aspects of equality and diversity Understanding of and commitment to the importance of accessing training, learning and development opportunities Understanding of those who use our services being enabled to have greater opportunities to exercise their rights Experience Must have at least 12 months experience/ training in general administration or reception work Experience of dealing with customer enquiries on the telephone. Skills, Knowledge and Expertise Excellent administrative skills and good IT skills, including Microsoft Office packages: Word, PowerPoint, Excel, Outlook and databases Demonstrate ability to work independently. Excellent personal organisational skills with the ability to prioritise and to work to and meet tight deadlines Good interpersonal skills with the ability to communicate and work effectively across teams and with a variety of people both internally and externally Excellent oral and written communication skills 4

5 High level of accuracy in all work with excellent attention to detail and excellent written English An understanding of the not for profit sector Qualifications Relevant IT qualification NVQ/QCF Level 2 or 3 in an administrative field There must be substantial evidence of commitment to personal and career development relevant to the post. 5