Reception Team Leader

4 months ago

Plymouth, United Kingdom University Hospitals Plymouth NHS Trust Full time

The purpose of the post is to increase membership & improve attrition rates by providing high level customer service & care through the provision of a super-efficient & friendly reception/membership management service.

DCHW is a small department within UHPT. As a small dynamic team we are always trying to progress and aid the wellbeing of staff in the wider Trust. We always take on new challenges and strive towards positive outcomes.

**Preference will be given to internal Trust staff, as well as ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.**

Provide accurate & detailed membership information, sales achieved, income generated, future targets and attrition levels.

The role encompasses client prospecting, on & off-site presentations, marketing initiatives and plans, development of database & delivery of membership targets.

Responsible for the line management of five part time receptionists.
- Manage, administer & improve the membership system, liaising with members & prospective members, direct debit collection and shared services. Check reports for accuracy, maintain contact with members who miss payment to encourage a prompt resolution in a positive & friendly manner.
- Lead, train, motivate & monitor a team of five part time receptionists, providing guidance and support. Carry out 3 monthly 1-2-1 performance reviews with receptionists, honestly assessing performance & setting SMART objectives. Carry out meaningful annual appraisals for each individual.
- Assist in recruitment & training of all staff to agreed standard paying particular attention to health & safety, keeping appropriate and accurate records of training and compliance.
- Organise & develop (in conjunction with general manager) effective membership monitoring/tracking procedures.
- Be responsible for the design & production of advertising leaflets, posters, menus for the centre. Contribute to social media platforms.
- Manage the reception desk in an operational role regularly, providing cover for sickness/leave as required.
- Keep membership attrition low through well-structured & well-executed retention programme.
- Design & implement effective prospecting, networking & referral schemes & monitor effectiveness.
- Carry out follow up calls to all presentations that are not converted & all new members providing the general manager with accurate, detailed information on sales achieved, income generated, future targets and attrition levels.
- Be prepared to assist & step into the role of duty manager as required.
- Assist in providing updates for website, intranet & social media content ensuring information is accurate and timely.
- Complete regular reports, daily, weekly, and monthly, providing accurate membership/class & activity statistics.
- Monitor and report on market and competitor activity.
- Develop a sales focused culture throughout the centre, getting colleagues on board to help us achieve our targets as a team.
- Be responsible for the membership sales cycle, generating business, touring prospective members, closing sales, and building relationships.
- Prepare and verify banking documents. Monitors/reconcile daily takings from all tills, investigating and reporting on discrepancies.
- Carry out secretarial duties for the management team.
- Ensure all front of house colleagues have excellent product knowledge of membership options.
- To assist with the planning and implementation of various events the centre hosts throughout the year such as Big Pinch & SH&WB Day.
- Invoice/recharge both internal/external users, dealing with queries, payments, maintaining accurate & appropriate records.
- Receipting & accounting of all monies and maintaining accurate records, bringing details of anomalies/discrepancies to the general managers attention.
- Produce records for stocktaking purposes to deadlines.
- Administer & receipt all DCHW invoices on the trusts electronic system, oracle and prepare information for the finance department.
- Assist with the management of the UHPT accommodation buildings as required.

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