Job Description

• To provide a highly professional, well presented, friendly reception service and act as an initial point of contact for student customers, external customers and visitors.
• To provide the highest standards of customer care meeting and greeting customers and directing them accordingly.
• To maintain an up to date knowledge of building facilities, locations, contacts and services to be able to provide the necessary information to customers as required.
• To maintain an up to date knowledge and promote the services offered by the University to all customers.
• To deal with both simple and more complex enquires from internal and external customers in a professional manner, following established procedures, referring complex enquires to relevant staff members, ensuring all relevant facts and information needed is recorded and passed on.
• To deal with and log routine enquiries, including face to face, telephone and email.
• To refer customers and visitors to other members of staff as applicable.
• To process and distribute mail.
• To ensure that the reception / public areas are well presented at all times remaining clean, waste free and tidy ensuring furniture is organized appropriately.
• To assist in preparing and clearing rooms for meetings.
• To administer pool room bookings, populating weekly booking information.
• To process deliveries in a timely manner and liaise with multiple departments regarding deliveries, paying particular attention to temperature sensitive deliveries.
• To assist with the administration of conference and events.
• To assist with day to day fire, safety and security issues.
• To comply with all operational procedures.
• To carry out opening and closing procedures as required, including seminar rooms / meeting spaces.
• To report maintenance faults to Estates Hotline and Building Facilities Manager as required
• To undertake a variety of routine administrative duties to support the team and department.
• To establish working relationships with key contacts to help improve service levels.
• To gather and analyze data to update administrative systems with accurate information.
• To take an active role in the team supporting team objectives and other team members, contributing to the training of new team members.
• To attend and actively participate in all basic training as identified in the Division’s Training Matrix.
• To identify your personal training needs in conjunction with your manager, ensuring that learning is transferred to the workplace.
• To actively participate in the Division’s Quality and Customer Care initiatives.
• To ensure compliance with legal and regulatory requirements in respect of equality and diversity, data protection, copyright and licensing, security, financial and other University policies, procedures and codes as appropriate.
• To take reasonable care for the health and safety of yourself and of other persons who may be affected by your acts or omissions at work in accordance with the Health and Safety at Work Act 1974, EC directives and the University’s Safety, Health and Environment Policies and procedures and to cooperate with the University on any legal duties placed on it as the employer.
• You may be asked to perform other duties occasionally which are not included above but which will be consistent with the role.
• To provide a service to customers during events, conferences and other busy periods which will involve working additional or unsociable hours, including weekends. Flexibility and additional hours will be required in order to provide cover for holidays and absence (including shift changes).

Person Specification

The Person Specification is split into 2 sections: essential and desirable. Please demonstrate clearly how you meet all of the essential criteria. Where possible you should give examples of how, when and where you have used your experience, knowledge, specific skills and abilities to match those required for this particular job role.

Required Knowledge, Skills, and Abilities

Proven ability to communicate information, both orally and in writing, to a wide range of people. Ability to deal with customers and other employees in a professional manner, dealing with customer queries face-to-face, over the telephone or via email. Proven high standard of organizational and general administrative skills. Ability to identify problems using own initiative, determining which standard process and procedures can be used to solve them. Evidence of IT skills including knowledge of MS Office applications, Internet and email. Basic numeracy and literacy (for example NVQ1/GCSE level D-G or equivalent work related experience). Ability to clearly record information to pass on to others paying attention to detail. Ability to plan, priorities and organize own workload within established timescales. Experience of providing customer service in a corporate / hospitality environment. Ideally the successful candidate should be able to communicate in Welsh or have a willingness to learn. Experience of reception work. Experience of undertaking manual handling activities.