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Receptionist / Switchboard Operator

2 weeks ago

Leek ST DL, United Kingdom Leek Building Society Full time £10,195 - £15,000 per year

The Organisation

At Leek Building Society, we pride ourselves on being a force for good. We exist to help our communities grow, so they can do great things today - and even better things tomorrow.

Our colleagues are one of the communities we support. We've created an inclusive and engaging hybrid workplace where colleagues have the freedom to be themselves and grow their careers.

As the winner of the SME People Management award at the 2025 CIPD People Management Awards, the 8th most Inspiring Workplace in the UK, and a Top 100 globally Inspiring Workplace, we're committed to maintaining our award-winning proposition while helping our colleagues reach their true potential.

​

Job Purpose & Scope

To deliver a first-class professional service to all contacts visiting and telephoning Head Office to ensure the Society delivers excellent customer service. Emphasis is on managing incoming telephone calls and ensuring messages are passed on to the appropriate personnel.

Duties and Key Responsibilities

Switchboard

  • Answer all incoming calls via the switchboard in a professional and efficient manner.
  • Check the switchboard voicemail and distribute messages to relevant personnel daily.

​Reception

  • Welcome visitors to Head Office in a professional and friendly manner. This includes obtaining visitors details and controlling the visitors register.
  • Programme & issue Access Fobs to staff/contractors. This includes keeping accurate records of fob allocation, including cancellation of and faulty fobs. It also includes maintaining a good supply of fobs, which are obtained by request to the Facilities Manager, when required.
  • Act as an ambassador for the Society, presenting a professional image at all times.

Society's Logs

  • Maintain Log for the Strong-room key users.
  • Maintain Security Key Fob Allocation Log.
  • Maintain Outgoing Post Log

Ad-hoc Duties

  • Process incoming and outgoing mail.
  • Send, receive and distribute faxes as required.
  • Distribute emailed enquiries as required.
  • Input Customer Feedback Forms onto Survey Monkey.
  • Upload Moneyfacts to SharePoint.
  • Carry out any other duties as may reasonably be required.

Conduct Obligation

Conduct Rules

All employees and NEDs are expected to act in accordance with the PRA and FCA Conduct Rules:

  • You must act with integrity.
  • You must act with due skill, care and diligence.
  • You must be open and co-operative with the FCA, the PRA and other regulators.
  • You must pay due regard to the interests of customers and treat them fairly.
  • You must observe proper standards of market conduct.
  • You must act to deliver good outcomes for retail customers.

Financial Crime

All employees and NEDs are expected to:

  • Be aware of their personal legal obligations and the legal obligations of the Society in relation to Financial Crime
  • Be aware of the Society's Anti-Money Laundering systems and controls and follow the Society's procedures
  • Be alert for anything suspicious in respect of money laundering or fraud and report any suspicions in line with internal procedures
  • ​Do not discuss any suspicions with anyone outside of the Society and do not 'tip off' a customer or prejudice an investigation

​

Person Specification

Qualifications & Knowledge

  • Working knowledge of Microsoft Office including Word, Outlook and Excel.
  • Excellent communication & interpersonal skills with the ability to converse clearly and concisely.
  • ​Regulatory Knowledge (Internal Training Provided):
  • TCF/Conduct Risk
  • FCA Regulation – BCOBS & Senior Manager Regime/Certification Regime/Conduct Rules
  • ​Anti-Money Laundering
  • ​Data Protection Act
  • Equality Act / Equal Opportunities
  • Complaints Procedure
  • ​Health and Safety

Experience

  • Experience of working in Administration and Switchboard.
  • Experience of using Word, Outlook & Excel.
  • Experience of working effectively on own initiative and as part of a team.
  • Experience in delivering a first-class customer service.

Skills & Abilities

  • Switchboard and Administration skills.
  • Clear and concise written and oral communication skills.
  • Organisational and time management skills.
  • Professional questioning techniques are required to filter calls effectively.
  • Flexible approach with a 'can do' attitude.

Other Requirements

  • As part of a job share the post holder must be able to work full time hours to cover absence such as sickness & holidays.
  • Confidentiality must be adhered to at all times.
  • The ability to remain calm and patient with difficult customers is essential.

​

​What benefits are on offer:

  • Competitive salary rates

  • Contributory Stakeholder Pension Scheme

  • Free health screening
  • Minimum of 23 days paid holiday per annum plus bank and public holidays (pro-rata).
  • Parental Schemes
  • Sick Pay guaranteed for 6 months for major illnesses
  • Holiday purchase/sale scheme
  • Life assurance of 4 times your annual salary

  • Employee assistance programme

  • Continuous development opportunities

  • Onsite gym available to employees

​

If the above sounds like something you'd thrive at, we'd love to hear from you

Job Types: Part-time, Permanent

Pay: £10,195.00 per year

Expected hours: 15 per week

Benefits:

  • Bereavement leave
  • Company pension
  • Cycle to work scheme
  • Enhanced maternity leave
  • Enhanced paternity leave
  • Free flu jabs
  • Health & wellbeing programme
  • Life insurance
  • On-site gym
  • On-site parking
  • Paid volunteer time
  • Sick pay

Work Location: In person