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Receptionist/ Switchboard Operator

2 weeks ago

Leek, United Kingdom Leek Building Society Full time

**Location**:Hybrid working with 5 days per fortnight in our Head Office (Leek, Staffordshire) and the remaining time remotely.

**Employment type**:Part-time, permanent position.

**Salary**: £10,195

**Working hours**:15 hours per week, worked flexibly.

Thursday and Friday, 8.45am-5pm.

**Reports to**:ASU Manager

**Direct Reports**:None

**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. Weve 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.

**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.

**Societys 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.
- 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 Societys Anti-Money Laundering systems and controls and follow the Societys 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
- 35 hour working week (full-time)
- Contributory Stakeholder Pension Scheme
- Free health screening
- Minimum of 23 days paid holiday per an