University Centre Peterborough Job Description Job Title: Receptionist and Administrator Grade: 2 Job Family: Work Base: Hours of Work: Responsible to: Responsible for: Relationships and Contacts: Job Purpose: Administrative Peterborough Full time Executive Director University Centre Peterborough (UCP) No direct line management responsibility Students Anglia Ruskin University and Peterborough Regional College colleagues Prospective customers Members of the public Other external contacts To provide a welcoming and comprehensive first point of contact for all student, public and general enquiries made at the reception desk as well as administrative support for the UCP Team. Principal Accountabilities: 1. Deal professionally and effectively with all routine enquiries, directed to the Reception desk, in person, by post, telephone, mail or web, making use of online systems to ensure a first class customer experience. 2. Liaise with appropriate colleagues in order to provide a helpful and accurate, first-line enquiry advice service to all business and commercial customers and partners directed to the Reception desk and area. 3. Maintain the Customer Relationship Management database for use in followup activities, such as customer satisfaction surveys, direct mail and other promotional campaigns. 4. Support the processing of student assessments and submissions.
5. Support with the application processes and procedures, enrolment of students and open days. 6. Conduct Campus tours for visitors, either by prior arrangement or upon request. 7. Maintain and monitor the booking of UCP room, as required. 8. Contribute to the continuous development of our pro-active, effective, high quality, customer focussed enquiry service to support all areas of UCP activity. 9. Provide administrative support for the Directors of UCP and other members of the team when necessary. This will include diary management, fielding telephone calls, dealing with correspondence, organising meetings, making travel and other arrangements, as well as processing orders and invoices. 10. Such other duties temporarily or on a continuing basis, as may reasonably be required, commensurate with your grade. This is a description of the job as it is presently constituted. It is normal practice to review periodically job descriptions to ensure that they are relevant to the job currently being performed, and to incorporate any changes which have occurred or are being proposed. The review process is carried out jointly by manager and employee and you are therefore expected to participate fully in such discussions. In all cases, it is our aim to reach agreement to reasonable changes, but where it is not possible to reach agreement we reserve the right to make reasonable changes to your job description which are commensurate with your grade after consultation with you. July 2009
University Centre Peterborough Desk Receptionist and Administrator Person Specification ESSENTIAL DESIRABLE EDUCATION/QUALIFICATIONS A range of GCSEs at A-C grade including English and Maths EXPERIENCE Experience of working in an administrative support role Experience of working in a customer services or advisory role Two A levels in relevant subjects Administrative experience in an academic or related environment Experience of dealing with a wide variety of customers from different backgrounds KNOWLEDGE/SKILLS Accurate and efficient administrative skills Effective communication skills IT literate with a sound knowledge of Microsoft Office and other office support packages Team working Excellent customer service skills Excellent telephone manner Good organisational and interpersonal skills Persuading and influencing skills Ability to work on own initiative Ability to prioritise and meet agreed deadlines PERSONAL QUALITIES/DISPOSITION Self-motivated Friendly disposition Team player Customer focussed Flexible Diligent and conscientious Polite and tactful A can-do attitude and pro-active approach Knowledge of the UK Higher Education system
OTHER Committed to equality and diversity Willing to undertake staff development Willing and able to travel between campuses July 2009
University Centre Peterborough Receptionist and Administrator Conditions of Service The terms and conditions of employment are the responsibility of the Board of Governors. These details are for broad information only and must not be taken as a complete or authoritative statement. In no way do they constitute a contract of employment. (a) Salary Grade 2, 17,026-19,089 per annum paid monthly in arrears by credit transfer. Commencing salary will be determined according to qualifications and experience. (b) Hours and Time of Duty The normal hours of work are 37 hours per week (Monday to Friday) at times as agreed with the Head of Department. If the nature of the work so requires, the jobholder may from time to time be required to attend meetings or do other work outside normal hours. Remuneration for overtime may be payable. (c) Holiday The holiday year runs from 1 September to 31 August. In addition to the Statutory Bank Holidays, local discretionary holidays, and days when we are closed in the interests of efficiency, annual holiday entitlement will be 24 days. If employment commences part way through the holiday year, entitlement will accrue on a pro rata basis for each complete calendar month. Holiday entitlements for part-time staff will be calculated according to the number of days and/or hours worked. (d) Medical Unless otherwise stated, the appointment will be subject to medical clearance. (e) Pension The jobholder will be eligible to join the Local Government Pension Scheme. (f) Normal Retirement Age We operate a retirement age of 65. (g) Probationary Period The first 6 months of the appointment will be a probationary period during which your suitability for the position to which you have been appointed will
be assessed. We reserve the right to extend your probationary period if, in its opinion, circumstances so require. (h) Date of Appointment The position is available immediately once all conditions have been met. (i) Closing date The closing date for this job is 12 August 2009 (12 noon).