Customer Services / Administrator

Receptionist - Admin & Clerical

Lewisham

Contract

£19.10 per hour

Our client is looking for an experienced Receptionist  - Admin & Clerical

Provide professional reception services, offering solution to enquiries and problems, delivering efficient and consistently high levels of Customer Service through meeting, greeting and sign posting visitors, providing advice, triage enquiries as necessary, dealing with vulnerable customers with mental health, assisting customers who have no access to digital systems supporting them with documents for other services, dealing with enquiries and issuing visitors and staff passes. This may relate to visitors, general public, staff, management and Council Members.

This is one of many roles we are recruiting for please visit our website colbernlimited co uk

To deal with difficult and challenging visitors, identifying safeguarding issues and reporting to the relevant departments in conjunction with Security staff. To always act in a professional and courteous manner Ensuring high levels of Customer Satisfaction and First Contact Resolution to customers and visitors.

To effectively handle and respond to customer contact, which could be difficult or relate to emergency situations, undertaking such follow-up work as may be required to ensure a satisfactory conclusion.

Ensure ongoing achievement of all Front of House Key Performance Indicators (KPI's) including Customer Satisfaction and First Contact Resolution.

Reducing telephone and face to face demand by educating customers to use on-line and other self-service methods. Undertake duties and working practices in a professional manner so as to meet the operational needs of the corporate buildings, their associated activities and service provision.

Support the setup of the meeting rooms in the Civic Suite, ensure sufficient stationery levels, refreshments (teas/ coffees) and other supplies including the replenishment of office break out areas in Laurence House Management of meeting room reservations and hire, calculating pricing and preparation of invoices for authorisation, sending confirmations, updating systems, printing and distribution.

Prioritise and re-prioritise bookings of meetings/ conferences and their participants based on unforeseen circumstances and emergencies as advised by senior management.

To have a good understanding of and commitment to relevant Health and Safety issues and to keep abreast of H&S issues as they arise in the workplace identifying and reporting correctly. Send out Risk Assessments for completion by the end user as and when necessary, prior to events.

Undertake a range of civic duties to ensure the effective and efficient functioning of the Civic Suite conferencing activities and events, identify any IT issues, or faults to the relevant departments for resolution to minimise disruption.

Carry out fire alarm and other important staff and public announcements using the PA/VA system

and act as fire Marshall.

To invoke (where required) Business Continuity Processes relating to Front of House Reception services.

Deal with difficult, challenging visitors, identifying safeguarding issues and reporting to the relevant departments in conjunction with Security staff.

Ensure that all customer enquiries are handled in line with agreed quality frameworks to ensure compliance and ongoing Quality Accreditation.

Ensure robust diary management in terms of adherence to rotas, scheduled training and other activities. 18. Work on own initiative as and when required.

Maintain a good working knowledge of all relevant systems and processes to provide an efficient and effective service.

Ability to learn and deliver new services incorporated into the new way of working for the Council Ability to train, mentor and coach staff S An ability to work with a flexible and adaptable approach Able to act confidently, decisively and in a professional manner at all times

Able to deal firmly and diplomatically with a wide range of people and situations

Excellent time management Excellent written and verbal communication skills Excellent administrative and organisational skills Excellent interpersonal skills Excellent ICT skills

Good keyboard skills

Experience Experience of working in a high pressure/ demanding front-line customer facing service

Experience of dealing and resolving customer enquiries and complaints to their satisfactory conclusion.

Experience of using relevant IT systems (e.g. MS Office/ QMatic/ Other relevant systems/ databases).

Experience of dealing with challenging customers S Experience of working within a Performance Management Culture Performance & Quality targets.

PLEASE VISIT OUR WEBSITE FOR MORE OPPORTUNITIES colbernlimited co uk

The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities.  Colbern Limited along with our clients are an equal opportunities employer