Reception Volunteer

Reception plays an important part in everyone’s first impressions of St Leonard’s Hospice, and is the hub for the daily activities of the organisation. Our volunteer receptionists support us by warmly welcoming patients, families, guests and visitors to the hospice as well as handling phone calls, donations and enquiries from patients’ relatives and members of the public. They also look after the Reception shop.

**When am I needed?**

The Reception is staffed by volunteers weekday evenings from 5pm-8pm and weekends from 9am-8pm.

We are looking for a volunteer to cover **Friday lunchtimes 12pm-2pm on a fortnightly basis**.

**What will I be doing?**
- Welcoming new patients and their relatives, and all other visitors to the Hospice, in a courteous and friendly manner in accordance with our current Covid guidance
- Answering the telephone efficiently and sensitively, directing calls to the appropriate member of staff and responding to enquiries
- Keeping the reception area well-presented and tidy
- Occasionally processing donations from members of the public
- Process purchases through the reception shop

**What skills and qualities will I need?**
- Experience of working in a customer service environment
- Enjoy meeting and dealing with a variety of people
- A clear speaking voice, good hearing and a professional telephone manner
- Good handwriting, spelling and numeracy
- Be empathetic and approachable, with a positive attitude
- Be reliable, flexible and dependable
- Ability to maintain the highest levels of confidentiality
- Have a good understanding of personal and professional boundaries
- The ability to remain calm under pressure
- The ability to deal with complex, sensitive and emotionally challenging situations.

**How will I benefit from being a volunteer receptionist?**
- Be part of a friendly and flexible team
- Be valued and respected
- Have full training and support
- The opportunity to develop my interpersonal and administrative skills

**Support and Supervision**

Reception volunteers report to the Senior Receptionist who will provide you with full training, plan your duties, and liaise closely with you over all aspects of your role. The Volunteer Services Department staff_ _will help with your induction and be your point of contact for general enquiries about volunteering.

Volunteers will be required to complete online training and attend in person meetings where appropriate.