In Waverley we value taking ownership, where everyone feels personally committed to issues at hand and is working towards a positive outcome

Transcription

1 Job Description : Telephonist/Receptionist Waverley is an ambitious authority, committed to being one of the leading Councils in the country at a time of major change by developing a high performing, highly engaged staff team to share the organisation s values and deliver our corporate objectives. JOB DESCRIPTION Job title: Service: Team: Location: Reporting to: Responsible for: Telephonist/Receptionist Customer and Corporate Services Reception The Burys, Godalming, Surrey, GU7 1HR Telephonist/Reception Supervisor N/A OUR ORGANISATIONAL VALUES Openness Excellence Fairness In Waverley we value openness and honesty where communication is clear and constructive and actions are transparent. In Waverley we value excellence, working in a consistent and professional way to achieve the highest standards possible, taking the time to recognise and celebrate success. In Waverley we value fairness and respect, working with integrity to ensure that everyone is treated well and has equal access to the opportunities available. Team Work Taking Ownership In Waverley we value team work and collaboration, with approachable staff actively contributing to our shared corporate goals. In Waverley we value taking ownership, where everyone feels personally committed to issues at hand and is working towards a positive outcome 1 P a g e

2 PRINCIPAL PURPOSE OF THE ROLE To reflect Waverley s commitment to customer care by providing a front line service for visitors and callers to Waverley. To deal with customers enquiries in a professional, helpful manner so as to enhance Waverley s reputation as a caring authority. To be sympathetic to the needs of Waverley s customers. MAIN DUTIES AND ACCOUNTABILITIES To provide a first point of contact for all visitors to Waverley, listening to their enquiries and judging how best to help them directing them around the building or contacting sections, based either at the main office in Godalming or as required, the local offices in the borough. To operate Waverley s switchboard, providing a first point of contact for telephone callers. To be responsible for ensuring that the reception area is kept tidy and attractive, ensuring equipment in reception is in working order. To manage the use and bookings of the interview rooms, monitoring the progress of interviews to ensure the safety of members of staff. To operate the car park barrier, deciding whether visitors are entitled to use the parking bays as per Council policy, and issuing ID badges for all visitors to Waverley. To provide information and general advice on all housing matters to clients, arranging appointments for clients requiring more detailed housing advice as necessary. To issue and receive application forms regarding all aspects of the housing service. To record details of housing repair requests, passing them through to Building Maintenance and calling out Inspectors. Supporting customers with complaints when necessary. To keep a log book and electronic database recording all enquiries. Ensure Housing Benefit visitors receive a queuing number for the Housing Benefit desk. To sign for and receive parcels, documents and tenders. To assist in emergency evacuation procedures. Ensure the correct pool car keys are given out with relevant form. 2 P a g e

3 To provide a point of contact for members of staff requiring temporary ID passes for contractors and their own use. To contact on-call first aiders as and when required. To carry out scanning within the scanning section if required to do so. Health and Safety o Comply with all Health and safety legislation for your area of work, ensuring that risks are identified, managed and monitored as required. DIMENSIONS OF THE ROLE Half day based on Reception Desk and half day covering telephonist duties where calls are answered on average within three rings. Equipment: Microsoft Lync Car park barrier intercom/door access button. Computer terminals to check officers diaries, take card payments. PC and Scanner Approximately 7000 calls a month on the switchboard. Approximately 1800 visitors enquiries a month for main reception Approximately 600 visitors per month at Farnham Locality Reception AREAS OF ACCOUNTABILITY/PROBLEM SOLVING DECISION MAKING / SCOPE FOR IMPACT After listening to the customer making sure the correct service is contacted for them PLANNING/ORGANISING/CONTROLLING Reception areas Car Park barrier CUSTOMERS AND CONTACTS INTERNAL All staff regarding customers enquiries; directory enquiries; reception meeting room bookings; security/car park. EXTERNAL Visitors to the Council Offices; telephone callers; Council Members; and company representatives 3 P a g e

4 SERVICE/TEAM Support Services Manager Telephonist/Reception Supervisor Farnham Enquiry Assistant Telephonist/ Receptionist (full time) Telephonist/ Receptionist (0.8) Telephonist/ Receptionist (0.2 x 3) 4 P a g e

5 PERSON SPECIFICATION Candidates must be able to fully demonstrate all essential criteria within their application form to be shortlisted for this role. PERSON SPECIFICATION ESSENTIAL HOW DESIRABLE HOW CRITERIA ASSESSED CRITERIA ASSESSED QUALIFICATIONS/ EDUCATION / TRAINING / EXPERIENCE Literate and numerate GCSE or equivalent in Maths and English KNOWLEDGE /TECHNICAL Computer literate Knowledge of Safeguarding SKILLS COMMUNICATION Excellent verbal communication skills I Good written communication skills Accurate spoken English is essential for the post I CUSTOMER SERVICE Experience of working in a customer orientated environment with members of the public. Ability to display a calm professional approach to customers Understanding of and commitment to promoting equality and I 5 P a g e

6 TEAM WORKING diversity in service delivery and employment Ability to work as part of a team MANAGING SELF AND OTHERS Ability to effectively organise, plan and prioritise own work to meet conflicting deadlines and multiple tasks. CAN DO APPROACH / ACHIEVING RESULTS SPECIAL REQUIREMENTS Ability to work under pressure Pleasant, outgoing, courteous and helpful For business continuity purposes you are required to have access to the internet at home via broadband on a PC, laptop or tablet How assessed A = Application CV/Personal Statement C = Certificates/professional Registration D = DBS police check E = Exercise I = Interview M = Medical assessment 6 P a g e

7 Disclosure and Barring Service Due to the nature of the work, this post involves a check on an individual s criminal background. The check is carried out through the Disclosure and Barring Service (DBS, previously CRB). Any offer of employment will be subject to receiving satisfactory clearance from the Disclosure and Barring Service. For Official Use only Job title: Telephonist/Receptionist Post no: AN06 Service: Customer & Corporate JE score: 141 Services Team: Reception Pay band: 10 Location: The Burys Position type: Full time Godalming, (if part time, working 37 Hours/ Five day week Surrey GU7 1HR pattern) Competencies: Communication: 2 (level 1 4) Customer Service: 3 Team Working: 2 Managing Self and Others: 2 Can do approach/results 2 REVIEWED BY: Davd Allum DATE: 05/07/17 CHECKED IN: LAST UPDATED: Employee Services this? July 2017 DATE: DATE: 05/07/17 7 P a g e