Head Receptionist

**THE COMPANY**:
Croydon Youth Zone, named by young people as ‘Legacy’, is a charity and purpose-built facility for the borough’s young people aged 8 - 19, and up to 25 for those with disabilities.

The journey began when Croydon Council saw the amazing work being done in Youth Zones across the OnSide network and became determined to help young people in their borough in the same way.

Legacy is London’s third OnSide Youth Zone, located on Whitehorse Road, Croydon.

**THE ROLE**:
MAIN PURPOSE

A vital front-of-house role, the reception is the first point of contact for Youth Zone members and their parents. A Welcoming and professional team who are also positive about young people will ensure the Youth Zone will function to its maximum potential.

Working during the Youth Zone sessions you are responsible for giving every young person a warm welcome into Legacy Youth Zone. You will be responsible for the reception area ensuring young people enter the session smoothly, processing new members, directing phone calls and enquiries, and maintaining the membership database (Salesforce) efficiently.

As the Head Receptionist and Data Officer, you will manage a small team of receptionists and support the Service Delivery Manager and Chief Operating Officer with data from our members.

CORE RESPONSIBILITIES - RECEPTION
- To take responsibility for maintaining the reception area at the Youth Zone and providing a welcoming environment.
- To act as the first point of contact for Youth Zone members, staff, volunteers, suppliers, visitors and the general public.
- To ensure new members are welcomed into the Youth Zone and introduced to a member of the youth work team.
- To ensure Junior members (8 to 12 years) leave sessions safely in the care of parents or guardians.
- To ensure visitors comply with health and safety requirements and child protection/safeguarding procedures, including the allocation of visitors’ badges.
- To deal with telephone enquiries, take and relay messages, screen and direct calls.
- To book Youth Zone members into sessions, enter new members on to the membership database and collect entrance fees (training will be provided for the membership database).
- To support young people with completing membership forms.
- To cash up at the end of each Youth Zone session.
- To ensure that any administration and paperwork is up to date and completed by the end of each Youth Zone session.
- To keep records up to date related to attendance, trips, events and meetings.
- To support the smooth running of the Youth Zone session as required.
- To assist with any general administration and communication functions as required.
- Manage the reception team rota ensuring leave and sickness is covered as well as ensure the area is adequately staffed for events too, this means covering for team members if no other solution can be found.
- Ensure the reception area remains GDPR compliant and is always presentable to a high standard.
- Support the reception team with implementing new processes/procedures relating to membership and operational procedures.
- Complete 1-2-1 meetings and lead on organising and delivering reception team meetings.
- Be the main point of contact for the reception team and ensure messages are clearly communicated to the team.
- Recruitment of new team members.
- Managing our Customer Relationship Management system (Salesforce).
- Complete the banking.
- Listen to team members' feedback and actively resolve any conflict or arising operational issues.
- Be solution-focused to ensure that the reception area and membership process, alongside other Legacy Youth Zone operations, is simple, clear and easy to follow.

CORE RESPONSIBILITIES - DATA
- Responding efficiently to data requests from other departments and external stakeholders.
- Supporting the development of internal dashboards showcasing relevant data.
- Support with improving data processes.
- Support the Service Delivery Manager & Chief Operating Officer to ensure that delivery teams, working groups and the Senior Leadership Team have access to information to support timely decision-making.
- Monitoring data and analysing information to highlight performance, flag concerns and provide evidence to guide strategy
- Contributing to upskilling the organisation in data interpretation.

GENERAL RESPONSIBILITIES
- Be a role model for young people and present a positive “can do” attitude.
- Take personal responsibility for your own actions.
- Commit to a culture of continuous improvement.
- Work within the performance framework of Legacy Youth Zone and OnSide.
- Represent the Youth Zone positively and effectively in all dealings with internal colleagues, and external partners.
- Comply with all policies and procedures, with particular reference to safeguarding, codes of conduct health and safety and equality and diversity to ensure all activities are accessible.
- Represent the Youth Zone positively and effectively in all dealings with