Senior Receptionist

Splash Community Trust is a “not for profit” community charity. We are currently recruiting to help expand our business following the pandemic. We offer a range of leisure services, a community café, community support hub services and provide vital links for the immediate and surrounding communities. We are a successful social enterprise with aspirations to continue to develop and are looking for people to join our journey.

We are looking for an enthusiastic, motivated person who can work as part of a team and provide excellent customer service. Our receptionists work in a busy environment and the role requires accuracy and attention to detail. You will be supervising the reception team, taking bookings, handling cash, managing all memberships, administrative duties and dealing with telephone enquiries.

You will be required to follow a rota pattern which includes evenings, weekends and bank holidays.

Please read the full Job Description for more details of the requirements for these roles.

Job Description for Senior Receptionist

Purpose:
To supervise the Reception team, managing all administrative aspects and functions of the reception department at Plas Madoc Leisure Centre. Overseeing all general office administration tasks, managing the day to day operations of the reception area, bookings, daily banking and ensuring the team give a high level of customer care.

Reports to:
Duty Officer - Reception

Responsible for:
Receptionists

Salary and benefits:
Salary - £12.40 per hour

Sick Pay and holiday entitlement will be limited to statutory entitlement.

Key responsibilities:
**Operational and administration**
- To supervise the Reception team, assist in setting staffing rotas, respond to day to day sickness/cover requirements, manage timesheets.
- To work shifts on Reception which includes answering telephone calls, transferring calls to relevant colleagues and taking messages where appropriate, promote a safe and welcoming environment to all customers.
- To respond to facebook or twitter posts.
- To field enquiries for bookings in all areas and maximise the usage of all facilities at all times.
- Ensure swimming lesson enrolments are processed correctly and payments taken. Maintain the swimming lesson waiting list.
- Confirm all block bookings and one-off event bookings in writing. Liaise with your line manager and share all relevant information.
- To keep and maintain records of bookings payments and chase outstanding payments.
- To support the General Manager with the maintenance of the membership scheme, processing new members and manage the administration of the membership forms and track any membership issues.
- To update all Reception staff with information relevant to their roles, utilising the handover diary and team meetings.
- To attend meetings as required.
- To maintain office stationary supplies and ordering as required.
- To prepare and issue customer invoices when needed.
- To maintain good working relationships with outside agencies and the general public in order to uphold the Centre’s image.
- To cover Duty Officer shift’s as and when needed. Responsible for the running of the Centre, cashing up tills, supervising staff, opening and closing the building.
- To be able to work shifts including evenings and weekends.

**Special conditions**
- To carry out such duties as may be determined by the Senior Management team.

**General responsibilities**:

- To maintain the highest standard of professional conduct at all times with customers, colleagues, stakeholders and the general public, both at work and socially.
- To make a contribution to sharing ideas, knowledge and best practice to ensure the long term success of Splash Community Trust and the Centre.
- To adhere to employment policies as detailed in the Employee Handbook.
- To follow all health & safety procedures in order to ensure the safety of you, colleagues, customers and others who may be affected by your behaviour.
- To uphold Splash Community Trust’s commitment to equality of opportunity to all by following the Equality & Diversity Policy.
- To support Splash Community Trust in achieving its environmental aims and objectives.

**Person Specification for Admin/Front of House Senior Receptionist**

**Experience**:

- Must be able to demonstrate strong administrative experience within a public or private sector organisation
- Must be able to demonstrate a clear understanding of customer needs.
- Should ideally be able to demonstrate experience of working within a busy leisure centre environment within the public or private sector.
- Must have experience of preparing daily banking ready for the cash collection.
- Must have experience of dealing with a direct debit system to maintain membership payments.
- Should ideally be able to demonstrate a understanding of how a third sector organisation operates; be sympathetic to the aims of Splash Community Trust; and be sensitive to the political nature of the organisation

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