About this role
Job summary
The role will be to deliver a high quality reception / customer service to the clients, visitors, staff and tenants of Sheffield Futures.
You will be enrolled on the Level 2 Customer Service Practitioner apprenticeship, where youll learn and apply your new skills whilst working for the charity in this role. Youll do your training during your working hours and we will provide you with the support you need.
Main duties of the job
The core responsibility is to deliver a high quality reception / customer service to the clients, visitors, staff and tenants of Sheffield Futures.
This will include:
Welcoming visitors and those accessing services, for both Sheffield Futures and tenants, as part of a professional Reception Service at Star House.Communicating and liaising with members of the public and representatives from different agencies and organisations.Responding and redirecting contact via telephone and emailAccurate data inputting and recording activity.Supporting the preparation of meeting rooms and refreshments.Other general reception and housekeeping duties.
About us
The Sheffield Futures team is united by a commitment to young people. From Counsellors to Reception, from Social Prescribers to Accounts, each of us work to support young people. Our culture balances professionalism with friendliness and making sure that we also have time for fun! In line with our organisational values, we look to work closely together, sharing expertise and working hard to achieve our goals.
The diversity of our team is important to us, bringing different ideas and perspectives that better help us to support young people. Were also a learning organisation. Continuous professional & personal development is supported & encouraged. We seek to identify ways to improve and keep moving forward.
Our employee benefits include:
25 days holiday plus bank holidays (pro rata if part time), rising one day every year to 30 days plus bank holidays after five years serviceLife Assurance associated with your pensionEmployee Assistance ProgrammeFlexible working: many roles are eligible for flexible working, so staff can adjust the time they start and finish work to manage work and personal commitments.Hybrid working: many roles are suitable for hybrid working, meaning staff can work from Star House and from home. Client-facing staff work in various locations across the city (such as schools and GP surgeries).Local Sheffield discounts.Wellbeing benefits: access to Westfield Health; Cycle to Work Scheme; Gym Membership Discount Scheme; free eye test and flu vaccination vouchers
Job description Job responsibilities
Reception
Provide a welcoming and professional service for both Sheffield Futures and tenants, including notifications of arrival.
Act as a first point of contact for those currently using our service, or those wishing to.
Answer telephone calls promptly and direct enquiries appropriately.
Respond to general email and in person enquiries and pass messages to relevant colleagues or signpost as appropriate.
Ensure good working practices are maintained in the building, ensuring all visitors have signed in and are provided with appropriate access while bearing in mind security and GDPR issues.
Undertake training and staff development to provide any necessary cover to maintain minimum administrative staffing levels within Star House.
Ensure the front-of-house area is orderly, safe and welcoming.
Preparing meeting rooms and refreshments
Administration
Monitor and respond to emails received in the Enquiries; Reception and Central Admin Service Requests inboxes and updating records as appropriate.
Assist with the management and maintenance of the internal room booking system.
Receive and distribute postal deliveries.
Accurately input and update referral data on Charity Log for services as required, including Door 43 inputting on a daily basis in preparation for weekly allocation meetings
Gather extra information from clients and referrers to aid allocations process.
Communicate the outcome of allocation meetings to the referrer and client, and record the actions taken.
Book triage appointments for Door 43 clients and manage weekly drop-in appointments.
Support the Senior Administrator to ensure Star House is a safe, clean and welcoming environment
Carry out other general administrative duties as required and directed.
All staff are expected to:
Promote equality of opportunity and take every opportunity to eliminate discrimination in their work.
Take reasonable care with regard to him/her/them as well as for any colleagues or visitors who might be affected by any act or failure to act by the post holder in accordance with Health and Safety at Work.
Ensure that confidentiality around service users and staff members is maintained at all times.
Attend from time to time, training courses, conferences, and other meetings.
Person Specification
Qualifications Essential
To have or achieve level 1 English and Maths and to have taken level 2 English and Maths tests prior to completion of their Apprenticeship. (A) A commitment to completing all vocational assessments and cconsidering personal goals and development that would help achieve them. (A, I)
Desirable
Level 2 English and Maths (A)
Experience Essential
Ability to promote and uphold Sheffield Futures core values and guiding principles to internal and external customers, young people and colleagues (I, T) Basic computer literacy (A, I, T) Confident to answer and screen telephone calls and direct them to the right person or department (I, T) Demonstrate a commitment to a career in customer services (A, I) Friendly, approachable, professional and non-judgemental manner (I) Ability to handle sensitive and confidential information in accordance with policies (A, I) Ability to work as part of a team and independently with support (A, I, T) Frequently and consistently communicate and work with others in the interest of helping customers efficiently. (I) Punctual and reliable (A, I) Good verbal and written communication skills (A, I, T) Ability to listen, gather information and communicate appropriately face to face and over the telephone in a professional, courteous and confident manner (I, T) The ability to stay calm in challenging situations (I) Able to manage time and prioritise tasks (A, I, T) Able to follow instructions and complete work accurately (A, I, T)
Desirable
A knowledge of Sheffield Futures and the services it provides. (I, T) Experience and skills in the use of Microsoft Office particularly Excel, Outlook and Teams (A, I) Experience of office administration and customer service, volunteering or work experience (A, I) An understanding of GDPR/Data Protection requirements (A, I) Previous experience of working in a team and independently (A, I) Experience of communicating face to face, over the telephone and in writing with the general public in busy situations (A, I) Experience of working to deadlines and deal with conflicting priorities (A, I, T)
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Sheffield Futures
Address Sheffield Futures
Star House
43 Division Street
SHEFFIELD
S1 4GE
United Kingdom
Employer's website https://www.sheffieldfutures.org.uk (Opens in a new tab)