Receptionist / Support co-ordinator

Role Purpose

This role is a fantastic opportunity for someone who has the compassion to help others, and commitment to use their skills, to support and create opportunity for those who are vulnerable within greater Manchester. Our front of house is at the heart of our operation, a key gate way into our service and provision.

Working directly with our reception team, Freedom volunteers and Mustard tree clients. Overseeing the front of house functions within the Manchester HQ. This includes training and development of Freedom Volunteers. Assisting with the support of clients who are sleeping rough or at risk of homelessness. Maintaining a high standard of customer service both face to face and over the phone. This role will represent the values of the charity both internally and externally, leading by example and contributing to the overall development of the service.

Job Title: Receptionist /Support co-ordinator
Responsible To: Support Service Manager
Salary: £19.933
Working Hours: 37.5 hours a week
Duration: 12-month fixed contract maternity cover

 Overview

Mustard Tree is a charity that works to combat poverty and prevent homelessness. We help people develop new skills, find work, secure somewhere to live. We provide resources to create a home through our community shops in Manchester and Salford. We provide safe, healthy, encouraging environments and create opportunities for development. With an established track record over the past 25 years, the Mustard Tree has 3 sites across Greater Manchester, has an annual turnover of £1.4 million and helps over 3000 people per annum.

 

Role Purpose

This role is a fantastic opportunity for someone who has the compassion to help others, and commitment to use their skills, to support and create opportunity for those who are vulnerable within greater Manchester. Our front of house is at the heart of our operation, a key gate way into our service and provision.

Working directly with our reception team, Freedom volunteers and Mustard tree clients. Overseeing the front of house functions within the Manchester HQ. This includes training and development of Freedom Volunteers. Assisting with the support of clients who are sleeping rough or at risk of homelessness. Maintaining a high standard of customer service both face to face and over the phone. This role will represent the values of the charity both internally and externally, leading by example and contributing to the overall development of the service.

What you will be doing:

Front of house reception duties:

  • Meeting and greeting visitors, ensuring high level of customer service is delivered.
  • First point of contact for general caller to the HQ reception, and emails.
  • Responsible for screening calls and directing calls and email to the appropriate team.
  • Responding to all enquiries about service and activities offered by Mustard Tree.
  • Ensure that visitors sign in and obtain a visitor badges before being directed to their destination.
  • Response to HQ voice mail and direct messages to relevant team members.
  • Maintain good relationship with donors, assisting in capturing donor details.
  • Assist with administrative tasks as and when required.
  • Maintain clear communication through reception functions and activities.
  • Manage daily access to public facilities.
  • To develop and implement a structure training module with a view to improving volunteer employability and skillset.
  • Motivate and train Freedom volunteers in reception duties (not referrals) using the training manuals.
  • Security aware
  • Identify any potential disturbances before they happen and maintain a calm, courteous and professional manner and asking for support from other colleagues as required.
  • Managing enquires from homeless guests and organising referrals and food parcels.
  • Ensuring you have the day’s referral appointments and details of visitors due in that day.
  • Manage referral appointments for emergency support in line with the processes and procedures. Using discretion (meeting room/quiet space) to provide dignity when completing the referrals.
  • Booking referral appointments and support with client’s registration onto the CRM Computer system. (Kudos system)
  • Manage any visitors waiting by ensuring they are given an approximate time to see someone.
  • To have accountability for the day to day running of the reception area, ensuring that all relevant paperwork is stored correctly and accessibly.
  • To understand and have a working knowledge of health and safety requirements of the support services including risk assessments, lone working policy, staff wellbeing and incident management.

 

General Work duties:

  • Support Freedom Volunteers to develop skills and behaviours and feel part of the community
  • Work within health & safety guidelines and Mustard Tree policies and procedures
  • Supporting other staff and departments and provide practical relief cover for work-streams
  • Take responsibility for professional development, attending training courses as required
  • Leading by example, embodying Mustard Tree values and represent the charity as required
  • Contribute towards being an environmentally responsible organisation as part of day to day activities including recycling and supporting ‘paper-lite’ practices
  • Other tasks and duties relevant to the role as required by the organisation

What we are looking for: Person Specification

 

Speciation Essential/ Desirable
Customer focused with strong communication skills Essential
Experience of working with volunteer and training others Essential
Working knowledge of health and safety, reporting incidents and risk Essential
Time management and organisational skills Essential
Ability to build relationships, and represent the organisation positively including looking smart, clean and tidy Essential
Ability to multi-task, work independently and as part of a team Desirable
Experience of handling conflict and deescalating situations Desirable
Commitment and compassion for working with people who are homeless or in risk of homelessness Desirable
IT literacy including Microsoft word and good administration skills Desirable
Flexible and can-do attitude, self-motivated and enthusiastic approach Desirable

To apply, please submit both your CV and a covering letter (no more than 3 pages) outlining how you meet the points outlined in the Person Specification by 6th August 2019 to recruitment@mustardtree.org.uk

Please note, shortlisting will take place on 9th August, with Interviews scheduled for 13th and 14th August.

© 2018 - Mustard Tree | Registered Charity No. 1135192 | Registered Company No. 04386613