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Receptionist/administrator

3 months ago

Cardiff, Cardiff, United Kingdom Citizens Advice Cardiff and Vale Full time

Role Title:
Receptionist / Administrator

Grade:
£21,391

Reporting to:
Team Leader

Location:
Cardiff

Purpose of the Job

The principal focus of the post is to:

  • Work as part of a wider team to provide effective and efficient reception duties and administration support to the advice team in Cardiff.

Main Duties & Responsibilities

General Administration & Reception

  • To deliver excellent customer service.
  • Welcome clients coming into the organisation's contact area.
  • Explain waiting times and procedures to clients.
  • Provide information about Citizens Advice and other advice services to clients from a diverse range of backgrounds and cultures.
  • Work collaboratively with other colleagues involved in the advice work process.
  • Provide a service that is based on sensitivity and respect for clients.
  • Acknowledge children and / or any special needs and take appropriate action.
  • Maintain confidentiality about clients and their contact with the organisation.
  • Work within agreed organisation's systems and procedures.
  • Answer the telephone and refer calls or take messages.
  • Process client information collected at the reception helpdesk.
  • Provide client with information where appropriate, including details of other agencies, and point out leaflets / factsheets.
  • Create, maintain and archive paper and electronic filing systems in accordance with the organisation's systems and procedures.
  • Liaise with advice staff regarding support for individual clients.
  • Use photocopier, fax and other office machines as appropriate.
  • Maintain diaries and work records.
  • Referral and signposting management
Where additional advice needs are identified follow our documented procedures to refer or signpost those customers to an:

  • Agreed external partner
  • Local citizens advice

Performance and Quality Standards

  • To adhere to the documented Citizens Advice service quality standards

Personal Development and Training

  • To attend regular support and supervision meetings and annual appraisal as required
  • Selfidentify own development needs and attend training opportunities
  • To attend staff meetings as required
  • Read relevant publications and subscribe to appropriate newsletters produced by Citizens Advice.
  • Attend relevant internal and external meetings and/or training as agreed with the line manager.
  • Assist with service initiatives for the improvement of services.
  • Undergo relevant training as identified with line manager.

Research and Campaign Work

  • Keeping up to date with current research and campaigns priorities, initiatives and
plans

  • Assist with research & campaigning work by collating information about clients' circumstances and enquiries.
  • Provide statistical information and regular reports to the management team as required

Policies and Procedures:

  • Health & safety
To abide by the health and safety guideline and share responsibility for own safety and that of colleagues

To notify immediately the line manager of all issues that may detrimentally affect the health and safety of staff, volunteers customers and visitors

  • Equalities/Diversity
  • The post holder must have due regard in the planning and executive of their duties at all times to the Citizens Advice Equal Opportunities Policy ("Stand Up for Equality")
  • At all times, promote the aims, principles policies, interests and wellbeing of the organisation and protect its integrity and reputation, and ensure that the Service complies with Citizens Advice policies
  • Information Technology
  • Adhere to good practice with regard to acceptable ICT use

Other Duties
A job description does not constitute a "term and condition of employment".

It is provided only as a guide to assist the employee in the performance of their job and is not included to be an inflexible list of tasks.


  • Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
  • Demonstrate commitment to the aims and policies of the organisation.
  • Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.


Citizens Advice Cardiff and Vale is a fast-moving organisation and therefore employees' duties may be varied from time to time.

The post holder accepts that they may be asked to undertake any other work or duties as may reasonably be required within the scope of and commensurate to the nature of the post as and when required.


Person Specification

Qualifications and Training

  • Good standard of education with strong skills in numeracy and literacy.

Experience

  • At least 6 months experience in providing a high standard of customer service in a fastpaced environment.
  • Experience in listening and questioning with an ability to manage challenging situations.
  • Experience in providing reception services or similar, preferably within a social welfare environment.
  • Effective written and oral communicat