Position Description Ko te Whakaatūraka o te mahi. Position title: Te ikoa o te tūraka RECEPTIONIST

Transcription

1 Position Description Ko te Whakaatūraka o te mahi Position title: Te ikoa o te tūraka RECEPTIONIST School/Department Te kura/ Te tari Responsible to: Ka kaweka ki a Responsible for staff: ka Kaweka mo ka kaimahi Architecture, Building and Engineering School Operations Leader No Direct Reports Date: February 2013 te wā OUR VISION Through our innovation in education and the outstanding experiences our learners enjoy, we will be recognised as New Zealand s leading polytechnic. To incorporate and live Our Values into your everyday duties Excellence o We seek always to do our best; we set high expectations Caring o We are respectful, generous, welcoming and inclusive Responsibility o We do the right thing, we are accountable for meeting our commitments Partnerships o We strive to work and learn together Learning o We seek to learn from all that we do PURPOSE OF THE POSITION - Ko te tikaka o te tūraka The Receptionist is responsible for providing excellent front line customer service to students, staff and the community. The Receptionist will work in partnership with all staff (academic and general) within the School and across Otago Polytechnic to provide excellent customer service support that enables outstanding learner experiences. Page 1 of 10

2 SCOPE OF THE POSITION Ko te Hōkai o te tūraka This position will support all students and school staff to ensure processes are efficiently and effectively carried out. This receptionist role will include: front line customer support through the answering of telephones, dealing with student and community enquiries, supporting school administrators and academic staff and carrying out basic administration tasks. KEY ACCOUNTABILITIES Kā kaweka take 1. First Level Student Support High level of customer service is provided to prospective and current students Deal with student enquiries, either in person or over the phone, in a professional and timely manner Guide students to appropriate support services if needed Greet students in a friendly and professional manner Provide support to academic staff in relation to student attendance Stamp and appropriately distribute student assignments Ensure student noticeboards are kept tidy and old notices removed Make sure customer information (programme information sheets, maps, staff business cards etc.) are current and displayed in a professional manner Organise after hours access for students Page 2 of 10

3 2. Office Administration Ensure front office support is provided Be the first point of contact for the School of Architecture, Building and Engineering; respond to s, correspondence, telephone and over the counter enquiries; referring to the correct person where necessary Direct customers to correct destination Maintain and update School s mailing lists Sort and distribute school mail Ensure all administrative supplies are kept at the required level Monitor and record petty cash payments. Balance petty cash when needed Assist staff with room bookings Research seminars are arranged and advertised on Otago Polytechnic website All phones are answered in a professional and timely manner Develop and maintain a procedures manual for all tasks Update (when necessary) school templates as per Otago Polytechnic marketing requirements Maintain School teamsite Make sure school phone list is up to date Maintain file documents accurately Monitor visitor access and maintain security awareness. This includes the distribution of visitor parking permits Ensure back up when absent from reception desk Page 3 of 10

4 3. Staff Support High level customer service is provided to all staff Arrange interviews and or meetings for staff ensuring no clashes Provide Moodle support for staff Format documents as per Otago Polytechnic marketing requirements Provide photocopying, laminating and binding support for staff (including sending documents off to UniPrint) Order business cards and name badges for staff 4. Personal Effectiveness All responsibility is taken for current and future personal effectiveness in the role A professional level of service that is highly customer centered is provided at all times Is highly organised, with work planned and prioritised and realistic timeframes set and honored Is accountable and takes responsibility for own actions Regular On track chats /performance feedback with the School Operations Leader occur Own IDP and IPP are completed annually with School Operations Leader and any recommendations for development are acted upon Active participation as a member of the wider school staff team Compliance with the OP policies and procedures at all times Page 4 of 10

5 5. Health and Safety Te hauora me te whakarurutaka Ensure that all practicable steps are taken to ensure own safety and the safety of others in the workplace on or off campus and comply with the Health and Safety Act and other legislation, guidelines and policies. Safe work practices and rules and instructions relating to work are observed. Is pro-active in hazard management, reporting of unsafe conditions or equipment and of accidents or incidents Support the achievement of a healthy and safe work and learning environment is actively supported Be familiar with the Schools hazard registers Ensure activities, or failure to take action, do not cause harm to oneself or other persons Ensure current knowledge of the use of safety equipment is maintained Ensure Support is provided for the completion of School Health and Safety audits and Hazard Registers Immediately report incidents, accidents and occupational illness 6. Professional Development Ensure training and professional development is maintained and up to date Ensure compulsory training is undertaken as per staff induction checklist within the specified timeframes. Actively contribute to the formulation of Individual Development Plan Actively seek and identify training and professional development opportunities. Actively participate in on track chats every 3 months with your manager. Complete a formal performance appraisal at least every 12 months as directed. Ensure work is actively contributing towards the achievement of the department/school Business Plan. Page 5 of 10

6 7. Other Duties Undertake all other requests from the School Operations Leader that are a reasonable expectation of this position Professionally, timely and accurately PERSON SPECIFICATION Kā Pumanawa tāhau Knowledge and Experience Te mātauraka me te mātaka Significant administration/support services experience. Experience working in a co-operative team environment which is customer centred Demonstrable people management skills Experienced and proficient user of MS Office products in particular Excel Qualifications Kā tohu A relevant qualification in office administration is required Skills and Attributes kā Mōhiotaka me kā kaha A high level of professional and ethical conduct Ability to follow directions, as well as to be able to think proactively Ability to communicate both verbally and in writing, effectively and professionally Ability to absorb and retain information quickly Ability to present ideas in user-friendly language Highly self-motivated and directed Keen attention to detail Proven analytical and problem-solving abilities Ability to effectively prioritise and execute tasks in a high-pressure environment Exceptional customer service orientation High level of communication skills Ability to effectively manage challenging customers Ability to understand and develop systems and processes Ability to manage diverse and demanding situations High level of cultural awareness Page 6 of 10

7 PERFORMANCE MEASURES Kā mahi me te mātua tutuki Performance will be appraised against objectives negotiated in terms of key accountabilities outlined above and against performance measures outlined below. Promoting and living Otago Polytechnic s values Achievement and fulfilment of Position Description School/department reviews Colleague and customer feedback Contribution and achievement of Business Plan Budget achievement (where applicable) Individual Development Plans (IDP), Individual Performance Plans (IPP) and Performance Reviews 360 Survey (where applicable) Policy and Procedure AUTHORITIES kā mana The position has the delegated authorities set out in the Otago Polytechnic policies MP303 General Financial Authorities and Delegations and MP304 Specific Financial Authorities and Procedures. These may be amended from time to time. RELATIONSHIPS Kā Whakawhānaukataka wāhi take Internal kei roto Head of School School Operations Leader Other staff within the School Student Administration Team Leader and other Customer Services Staff Staff in other Schools & Service Areas Students Contractors External kei waho PEAC members Suppliers Students General Public National/International Funders Industry Organisations Other Tertiary Institutions Page 7 of 10

8 PROFILE AND EXPECTATIONS Overview of Role General Quality Outcomes Operate always within the quality standards of the Polytechnic s policies and procedures, the service standards applicable to the service area and maintaining high personal and professional standards. Meeting legislative requirements Meeting service standards applicable to services area. Teamwork Act in a collegial manner and participate in Department and Polytechnic events. This includes: Support and contribute actively towards the achievements of School, team and Otago Polytechnic goals and objectives that will further the prestige and reputation of the organization, as well as result in a more profitable operation Contributing actively to the improvement of the direction and operation of their team and School, including participation in committee/project teams and attendance at meetings and functions Contributing to School processes Being respectful and professional in dealings with other staff Personal Effectiveness Take responsibility to ensure work processes are completed in a timely fashion and with least effort. This includes: Planning for own workload, personal and professional development and performance reviews Examining regularly own work practices to ensure personal effectiveness and efficiency Health and Safety Ensure that all practicable steps are taken to ensure own safety and the safety of others in the workplace on or off campus and comply with the Health and Safety Act and other legislation, guidelines and policies. This includes: Observing safe work practices and rules and instructions relating to work, being pro-active in hazard management, reporting of unsafe conditions or equipment and of accidents or incidents Support the achievement of a healthy and safe work and learning environment Be familiar with the School hazard register Ensuring that activities, or failure to take action, do not cause harm to oneself or other persons Maintaining current knowledge of the use of safety equipment Ensure that any action or inaction of theirs does not cause harm to themselves or other persons Immediately report incidents, accidents and occupational illness - these will be investigated with a focus on identification of hazards and prevention Professional Development Actively pursue own professional and personal development with a view to maintaining currency in area of expertise, developing further expertise, enhancing personal effectiveness. This includes: Page 8 of 10

9 Developing and regularly updating (at least yearly) personal and professional development plan, in conjunction with Manager/Supervisor. Undertaking training as required to meet legislative requirements and specific Polytechnic staff requirements, e.g. Health and Safety training Initiating and responding to feedback from clients and colleagues, using institutional feedback processes Seeking and using available resources to improve work effectiveness Customer Service Develop positive customer (internal and external) relationships, which are responsive to customers requirements. This includes: Identifying and anticipating customer needs Being professional and courteous to customers Promoting the professional image of the service at all times Establishing and using feedback systems to meet customer requirements and expectations Being proactive in improving service delivery In addition to the foregoing general accountabilities the Polytechnic has expectations that all staff will: Be accountable o Take responsibility for own actions o Monitor own activities and take corrective action as necessary o Encourage others to take ownership of work, products, services and results Respect diversity o Honour cultures and values different from ones own o Contribute to an environment in which individuals are respected and recognised for their perspectives and contributions Be well organised o Plan and prioritise work o Set realistic timeframes and honour these Communicate effectively o Expresses ideas and facts in a clear and organised manner o Listens to others and shows understanding of what they are saying o Facilitates an open exchange of ideas and perspectives o Provides open and honest feedback when requested, both to individuals and on organisational processes or issues Standard feedback instruments will be developed for each of the above performance areas I understand and accept this position description. Kei te marama au, kei te takohia au tēnei tūraka Signature: Ko tō tohu Manager: Date: te rā Date: Page 9 of 10

10 Kaiwhakahaere te rā Page 10 of 10