Job Title: Receptionist Department: Client Services

JOB DESCRIPTION

December 2016

Job title: Receptionist Department: Client Services

Team: Crisis Skylight London Job holder: Vacant

Reporting to: Reception Team Leader

Aim  Reception cover and customer-focused support for the activities at Skylight London and other Crisis departments or projects  First point of contact for members of the public, homeless people seeking advice, Skylight members, staff, Crisis volunteers, visitors and a steady stream of deliveries

Dimension  Manage and support Reception volunteers

Circumstances  Based in Crisis Skylight London, 66 Commercial Street, E1 6LT  35 hours a week, worked over Monday to Friday  7 hour shifts between 9am and 8:30pm  The role involves working with vulnerable adults and young people and so a satisfactory enhanced disclosure from the Disclosure and Barring Service is required

Salary  £25,872 per annum JOB DESCRIPTION

Organisational chart

Director of Crisis Skylight London

Progression Team Manager

Mental Health and Women’s Senior Weekend Progression Team Reception Team Wellbeing Progression Progression Leader Leader Manager Coach Coach

Weekend Progression Receptionist x 4 Progression Coaches Coach

Please note the team structure is subject to change

Principle Accountabilities

 Provide reception cover for Crisis, Crisis Skylight staff, service-users and volunteers within the Crisis building. This includes formally ‘opening’ reception if coming on duty at the start of the working day and ‘closing’ at the end of the working day  Provide a welcoming and inclusive environment for Crisis visitors and Skylight members  Be the initial point of contact for Skylight members explaining the Skylight offer  Signpost members to relevant support services either within the centre or delivered by external agencies and organisations  Manage the day to day running of the reception area  Recruit, supervise and support reception volunteers ensuring they are fully occupied and offer ongoing guidance to assist their development  Answer internal and external calls via switchboard and route accordingly  Carry out administrative responsibilities relating to reception including but not exclusively :  Data entry  Stocking stationery and forms  Updating staffing and contacts lists  Responding to general enquires  Updating room bookings  Display information regarding Crisis and external services within the Reception area  Undertake other administrative activities to support Skylight and Progression Team Manager  Ensure that any safeguarding concerns are identified and reported in line with Crisis’ procedures JOB DESCRIPTION

General

 Actively encourage and support member involvement within Crisis  Develop and maintain an understanding of Crisis’ work and the needs and circumstances of homeless people  Comply with Crisis policies and procedures, including Health and Safety policies, for which all employees owe a duty of care both to themselves and others, in accordance with the Health and Safety at Work Act  Carry out any other duties that may reasonably be required in the light of the main purpose of the job

Person Specification

Essential

1. Experience of working within a reception or administrative support role 2. Experience of working with homeless or other vulnerable groups 3. Customer service experience with a commitment to delivering the highest standard of customer care 4. Strong interpersonal skills including effective written and verbal communication skills 5. Good working knowledge of Word, Excel and Outlook 6. Good organisational skills with ability to deal effectively with conflicting priorities 7. Able to deal with challenging situations with a calm and confident approach in order to reach a positive resolution 8. Ability to work effectively in a busy and stimulating environment 9. Ability to work co-operatively as part of a team 10. Knowledge of and ability to comply with safeguarding procedures 11. Commitment to Crisis’ purpose and values including equality and social inclusion

Desirable

12. Conversational level in a second European language 13. Experience of recruiting, supervising and supporting volunteers

We encourage applications from all sections of the community particularly those with personal or previous experience of homelessness.

Supporting information for your application JOB DESCRIPTION

Thank you for your interest in joining Crisis’ HR team.

Before you apply please take a moment to read through the information listed below which is designed to support your application and prevent any loss of work.

Personal Statement: demonstrating your skills, knowledge and experience

It is important that you complete all sections of the online application form to ensure that the recruiting panel understand your interests, skills, knowledge and experience.

Shortlisting for an interview is mostly based on the information you provide in the Personal Statement section. When completing this part of the form, please reference each of the 13 Person Specification points listed above in order. There will be 15 boxes, so you won’t need to use all of them.

Support your statements with specific examples that show how you meet each of the person specification points. You may wish to use the STAR approach:

S or T situation or task Describe the situation or the task that you had to complete. It could be something from your previous employment or personal experience – just make sure it’s relevant. Given enough detail for the person shortlisting to understand what was involved A action Describe the action you personally took to resolve the situation or task. Explain the process/steps you took. Even if you are describing a group project, describe what you did rather than what the team did as a whole. R result This is the crucial part of the answer. Explain how your actions resulted in a successful outcome. Talk about what you achieved, the benefits and what you learned.

Please note! If you don’t provide full responses against all of the person specification points, the shortlisting panel won’t be able to score your application fully and it will be unlikely that there is enough information to be shortlisted.

Saving your application

It is important to remember when completing your application that it will not save automatically and there is a strict timeout function. To avoid any loss of work, it is a good idea to save your answers in a Word document first and copy and paste the responses using the CTRL+C and CTRL+V commands into the online form when you are ready.

If you have any questions please email [email protected] giving the vacancy name and location in the subject line.

Thank you (and good luck!)

HR Team