Reception Coordinator

**Contract Type**

Permanent

**Location**

Whittington

**Hours**

Part time hours - 16 hour post and 24 hour post

**Annual Salary**

National Minimum Wage

**Job Purpose**

To work with a team of staff and volunteers to ensure that visitors, patients and relatives are welcomed in an excellent and professional manner and that all reception areas operate a high-quality service at all times.

Provide a high standard of customer service to patients, visitors, and staff by ensuring that the telephone is answered promptly and professionally, and calls are re-directed appropriately, with empathy, whilst providing a first-class support service to meet the operational requirements of the hospice.

Empathy towards the Hospice movement and an understanding of the value and quality of the service provided by St Giles is implicit.

**Key Tasks and Responsibilities**

**Switchboard Operator**
- Act as the primary point of contact for patients, visitors, employees, and volunteers, delivering a warm and professional reception and telephone service.
- Answer calls in a calm, sensitive, professional, and confident manner.
- Answer incoming calls promptly and efficiently, directing them to the correct individual or taking clear messages and ensuring they are actioned appropriately.
- Assess the key points of the call, whilst also assessing the urgency and ensure the calls are re-directed promptly and efficiently.
- Take accurate messages ensuring they are passed on in a timely manner.
- Listen attentively to distressed callers to sensitively reassure them that their situation is understood and that it will be dealt with promptly and in a professional manner.
- Operate the system to particularly ensure that the clinical and medical teams are contacted immediately for relatives, and care providers.

**Reception Management**
- Assume responsibility for the day-to-day operations of the reception area.
- Responsible for opening and closing reception area and controlling all keys for the hospice Reception.
- Ensure courteous and professional handling of individuals at Reception, overseeing sign-in/out procedures, and directing them to the appropriate person or location.
- Maintain high cleanliness standards in the reception area.
- Receive and distribute incoming post and deliveries, ensuring timely delivery to the correct department.
- Manage volunteer receptionists and provide support to ensuring they maintain professional standards in delivering reception services.
- Day to day support and training of volunteers including managing rotas.
- Process transactions for Hospice retail items and catering items and handle cash in line with cash handling policies and procedures.
- Receive donations into reception and pass to finance or fundraising, Ensure that the details of the donor are taken and that a receipt is given if required. During out of office hours, store in security box provided.
- Co-ordinate the issue and receipt of collecting boxes with support of the Fundraising team.
- Oversee all deliveries and collections and ensure they promptly meet their intended destination.
- Welcome and direct contractors to relevant department or person.
- Replenish confectionary/drinks in the reception area.
- Ensure personal compliance with mandatory and statutory training at all times.
- Complete general administration duties, including filing, archiving, photocopying, documentation and signage, maintaining a professional standard representative of the hospice.
- Perform other duties as directed by management, commensurate with the post.
- To participate within the team providing cover as required.

**Transport coordination**
- Coordinate the provision of transport for clinical requirements and manage volunteer driver rotas.
- Manage and support all volunteer drivers for the Hospice ensuring adequate record keeping and HR processes are met.
- Work with volunteer drivers to ensure all transportation requirements are met.
- Organise the provision of volunteer transport services for patients and relatives attending the various services provided by St Giles Hospice.
- Keep accurate records of administrative duties, as required.

**Other Responsibilities**
- Act as an ambassador for the hospice, upholding honesty, integrity, and trustworthiness at all times.
- Maintain strict confidentiality at all times.
- Ensure data protection compliance is maintained at all times.
- Demonstrate flexibility in working hours to meet service needs, as the reception operates 365 days a year.
- Provide support to the hospice as required, across the range of duties within this post, adapting to changing priorities and responsibilities.
- Any other activities commensurate with the post

**Person Specification**

Essential
- GCSE Maths and English.
- Proven experience of working in a busy environment and dealing with people sensitively.
- Working within a team.
- MS Word, Outlook.
- Experience of using telephone systems and transferring calls internally.
- Clearl