Customer Service Advisor - Ealing, United Kingdom - YMCA St Pauls Group

YMCA St Pauls Group
YMCA St Pauls Group
Verified Company
Ealing, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Customer Service Advisor Job Description

Responsible to:
Customer Services Team Leader


Responsible for:
No direct reports


Hours of Work: 48 hours on a shift rota including weekends - plus 1 hour paid lunch break per day


Work Location:
YMCA St Paul's Group, Ealing, although may be required to work at any YMCA location


Organisation Context


YMCA St Paul's Group (SPG) is the largest YMCA in Europe and a leading provider of supported housing in London and beyond, providing a safe place to stay to about 1,200 young and vulnerable people each night.


  • We provide housing and support to those in need of a place to call home and support them with services that empower them to build a positive future.
  • We support children, young people, and families to be safe, healthy, connected, and confident.
  • We bring people together by encouraging them to be healthy, physically, and mentally.
  • We help nurture an environment where people of all faiths and none can understand and express the love of God.
  • We empower our residents, staff and users by providing them with excellent service and welcoming properties where they can thrive.
  • We enable the Charity to respond to the future with an equipped and empowered workforce that is flexible and agile.
  • The vision of YMCA St Paul's group is to empower young people by providing the resources and support so they can thrive. We wish to create inclusive, active and healthy communities where everyone can flourish.


Our approach is informed by our Christian faith and we work with fellow community collaborators to see this vision realised.

Our core values underpin the way that we deliver our work, and our aim is to create an inclusive culture where our staff, residents and customers feel a sense of belonging and can be their authentic selves.


Job Purpose


Based at our receptions across the Charity, this role will quite often be the first point of contact for anyone coming to one of our centres and will be responding to a range of queries, providing information and holistic advice.


The post holder will deliver a consistent high-quality customer service, providing an excellent service experience for everyone they come into contact with.

This critical role is incredibly varied.

Amongst the usual reception type duties such as providing a telephone switchboard service for the centre, sorting post, logging repairs and processing payments, this role also plays a key part in keeping the building safe.


The job holder will be a designated first aider as well as fire marshal and responsible for evacuating the building during emergencies.

They will also be carrying out regular patrols, including wellbeing and safety checks of key areas throughout their shift.


Depending on the site the job holder may also be welcoming new residents, booking in Health and Wellbeing members, deal with complaints and reports of anti-social behaviour or just provide a listening ear to residents, service users and members of the public, reporting concerns or issues as appropriate.


Duties and Responsibilities

General Duties
a.

Welcome all persons arriving at the building, providing information on services/ facilities available and pass enquiries on to other staff as appropriate.

b.

Ensure only those with authority gain access to the building by monitoring the entry to and exit from the building and ensuring contractors and visitors are signed in/out.

c.

Operate all the relevant IT systems being used (including but not limited to:
Pyramid, Gladstone, Inform, parking control systems, etc).

d. Operate the telephone switchboard for the site.

e. Receive, sort and distribute post and other deliveries.

f. Follow cashing up procedure throughout the shift and do cashing up prior to shift ending.

g. Liaise with bodies such as police and other emergency services on arrival at the centre as necessary.

h. Responsible for logging of issuing and return of keys.

i. Work with cross-departmental staff to provide a smooth-running front of house service.

j. Manage the car park as per local arrangements. This may include recording registration number plates and taking payments.

k.

Ensure that all information displayed in reception is up to date, appropriate, well stocked and well presented (including posters and promotional leaflets).


Health and Safety Duties (all sites)
a. Carry out routine checks of the main public and communal areas ensuring they are welcoming, clean, tidy and risk free (including all floors of the accommodation, health and wellbeing areas, catering facilities and offices as well as all external areas such as car parks and gardens - these should be carried out at a frequency in accordance with local guidance.

b. Record any maintenance issues as they are being reported.

c. Ensure that Health and Safety standards are maintained. Report all infringements relating to Health and Safety or Fire Regulations immediately or as soon as it is practicable.

d.
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