Front of House Co-ordinator

4 weeks ago

Mitcham, United Kingdom Age UK Merton Full time

**Job Summary - Part-time Front of House Co-ordinator**

**PLEASE SUBMIT A CV AND A COVERING LETTER**

**Hours (19 hours)**:
Wednesday - 12.30-4.30pm - 4 hours

Thursday - 8.30-4.30pm - 7.5 hours (with half hour unpaid lunch break)

Friday - 8.30-4.30 - 7.5 hours (with half hour unpaid lunch break)

**About the role**

We are recruiting a part-time Front of House Co-ordinator to join our exceptional team. This is an exciting opportunity for someone with a good background in customer services, support work and administration to help vulnerable older residents across Merton to access the help and support they need to thrive in a post-Covid world.

This is an exciting time to join the organisation at a period of growth in size and reputation and an opportunity to be at the heart of Merton’s response to Covid-19, and the cost-of-living crisis. You will be given training, regular supervision and development opportunities to help you excel in this role.

**About you**

The Front of House Co-ordinator is the first point of contact for a wide variety of people and therefore you will need the skills to be warm and welcoming, a good communicator and able to respond professionally to a very varied range of callers, including people with communication difficulties.

**Job title**:Front of House Co-ordinator

**Salary**: £24k-£26k (pro rata)

**Hours**: 19 hours per week

**Based at**: Elmwood Centre, 277 London Road, Mitcham CR4 3NT

**Contract**: 6-month fixed term contract

**Key result areas**:
The Front of House Co-ordinator will ensure that all enquiries are accurately assessed and connected to the relevant service; welcome visitors to our centre, book activities and take payments; and ensure that information about Age UK Merton is available in all formats, up to date, accurate and comprehensive.

The post holder will receive calls coming into the Community Hub from Merton residents seeking practical and emotional support as a result of the ongoing cost-of-living crisis e.g. families seeking foodbank vouchers. The post holder will explore the needs of the customer in detail, assess priority and ongoing interventions, provide high-quality support and connect them to the relevant support services.

**Responsibilities of the post**:
**Reception**
- To explore the nature of the query raised by the person and to determine the appropriate service for follow up
- To present information with the client in an accessible form, enabling them to identify a suitable solution where possible
- To inform people about services that may be available to them and how to access them
- Where appropriate, to refer people to other agencies and sources of help including those provided by Age UK and Age UK Merton, other voluntary organisations and health, social care and housing services
- To deal with day to day enquiries directly and to take clear messages for other staff when required
- To record all client information and communication on our database Charity Log, adhering to our Data Protection Policy at all times
- To book appointments, take payment and maintain registers for activities and Happy Feet by Age UK Merton (foot health service)
- To keep the reception area clean and tidy and organised
- To keep information in reception attractive, relevant and up to date
- To greet visitors and volunteers, ensure they have signed in and provide Volunteering Co-ordinator with sheets for analysis

**Merton Community Hub**
- Respond to inbound referrals from customers or referral partners as part of the Community Response Hub team
- Triage customers’ needs, assessing priority and ongoing interventions.
- Hold ‘guided conversations’ and where appropriate to identify onward referrals and person-centred action planning
- Signpost and refer individuals to support services catered to their needs at both Age UK Merton, Wimbledon Guild and external partners
- Work in partnership with Hub Partners, social services, health and voluntary sector partners to help customers to navigate complex systems
- To record client details, actions and outcomes on the CRM database, Charity Log to enable accurate monitoring and evaluation
- To attend regular Community Hub team meetings with partners at Wimbledon Guild

**Communications**
- To support the promotion of the organisation and activities and events
- To send letters to new Happy Feet clients with information about their first visit, and to call Happy Feet clients to remind them of their appointments
- To contact clients when there are changes to the regular classes
- To help support the Office Co-ordinator in creating posters and leaflets for events, and ensuring their distribution via post

**Office Administration**
- To control stock levels and purchases for stationery and general supplies, as well as those to support activities
- To open and distribute mail, and deliver mail daily to the Post Office as required, using the franking machine appropriately
- To support CEO and managers with filing

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