Receptionist/administrator

1 week ago

Walsall, United Kingdom WPH Counselling Full time

**Company description**

WPH Counselling and Education Service is a registered charity providing a BACP-Accredited counselling service to the people of Walsall. Although the charity is small, we have big ambitions to improve the mental health of people living across the borough.

WPH provides free, caring, confidential counselling to individuals from an attractive base in Walsall and outposts across the borough, including schools & external venues. We collaborate with clients from all walks of life and backgrounds, including both adults and children, and our team treat all our clients with kindness, compassion and respect.

**Job description**

WPH Counselling are looking to recruit an enthusiastic and experienced receptionist/administrator to join our existing administrative team. We are looking for a dynamic and competent individual, who can think on their feet, liaise effectively with clients and professionals. carry out general administrative duties, as well as provide support to our Admin Manager and Senior Management team as required.

Working as part of the administration team, you will need to provide professional and confidential support, as well engaging with clients both over the phone and those visiting our premises. As the first point of contact for our clients and partners, applicants must display exceptional customer service skills, and present with a friendly and helpful disposition. Applicants will need the ability to adapt to change and be excited by a challenge, whilst be very dedicated to maintaining client confidentiality.

This part time role is for approximately 19 hours a week over 3 days. We anticipate that these days will be Tuesday, Thursday and Friday, however may require some flexibility with notice. From time to time we may also ask a successful applicant to cover absences of leave or sickness for office cover purposes.

The role offers pay at National Living Wage or National Minimum Wage. Please note, we may also consider this role as an Apprenticeship if desired, please contact us to discuss.

**Role Overview**:

- To deal with client’s enquiries, either in person or via telephone or electronic communications, in a professional and friendly manner putting clients at ease and assisting to maintain a client focused ethos in service delivery.
- Assist clients who may be in a heightened mental state with respect and dignity, treating all calls with confidentiality and empathy.
- Schedule and book appointments providing clients with first class customer service.
- To work as part of a team with Counsellors and other staff.
- Assist in the collation of statistical information and assist in the preparation of monitoring reports as required.
- To assist the Admin Manager with tasks relating to organisational administration. This includes but is not limited to helping circulate documentation to trustees, staff, volunteers, external organisations and stake holders etc.
- Regular use of Microsoft office systems and associated devices.

**Main Duties and Responsibilities**

1. Be the first point of contact for clients and visitors visiting WPH. Overseeing the reception area and making clients feel comfortable and welcome.

2. Assisting in the maintenance of a safe, clean working environment.

3. Dealing with client enquiries, either in person, via telephone or electronic communications.

4. Deal with referrals directly from clients, professionals or partner organisations in a friendly and professional manner. Ensure all referrals are acknowledged and responded to, and send appropriate referral information.

5. Handling calls in a sensitive nature, and treating all callers with respect and dignity. Ensure that all information is communicated to clients in a clear and concise manner, and listen to callers empathetically.

6. Be aware of surroundings and ensure that all calls are taken privately and out of ear shot of clients in the waiting room. Ensure that client confidentiality is maintained during, and after all calls.

7. Booking appointments for clients when available, matching suitable slots with appointment requirements and client preferences. Providing all necessary information for booking confirmations in a timely fashion.

8. Signposting to other organisations as necessary and relevant. To keep a log of other organisations that we refer to.

9. Assist in arranging and communicating meeting dates and venues. Assist in taking minutes and notes of meetings as and when required.

10. Assisting in the preparation of monitoring reports.

11. Sorting, organising and managing general correspondence.

12. Preparation of general correspondence as directed by Chair, Service Director, Admin Manager, and Counsellors.

13. Filing, dealing with and managing general administration, including ordering stationary, opening post etc. This also includes handling petty cash.

15. Use of client database and WPH website, as appropriate, to process and monitor referrals and appointments.

16. Assist th

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