Receptionist - Manchester, United Kingdom - AQA

Description

Description

Summary

Deliver and contribute to the development of operational Facilities Services across a specific site ensuring the provision of high quality, compliant, convenient, flexible, and customer focused services.

Operating within a team, this role has primary responsibility for service lines which include but are not restricted to reception, security, room and video conference management, office administration (including purchasing and invoicing) and service desk support.

Section 1 – Accountabilities
Customer (external or internal)
Trusted and reliable products and insight that build AQA's reputation and influence

Ensures continuous development of services by identifying areas for improvement, cost efficiencies and enhanced customer experience and supporting the implementation of effective solutions.

Delivers the consistent provision of efficient and effective facilities services based on thorough understanding and insight of customer requirements and business needs to create a supportive, comfortable and safe environment.

Demonstrates commercial flexibility by undertaking other responsibilities which are of a commensurate level as business needs change.
Delivers exemplary levels of customer service and support for colleagues and creates a positive image of AQA.
Demonstrates commercial flexibility by undertaking other responsibilities which are of a commensurate level as business needs change.

Finance
Sound financial management and a robust asset base

Executes practices, systems and processes in line with documented guidelines and compliance regulations reducing the potential of risk to the organisation to minimise any financial impact.

Delivers all services to agreed targets to ensure the performance and colleague benefit of the Facilities Management Services remain value for money to AQA.

Internal processes

Ensures customer day to day requirements are delivered on time and in line with service level agreements and key performance indicators and department objectives.

Provides effective and flexible daily and weekly workload management prioritising requirements and operating as a team to deliver a seamless service to fluctuating demands and multiple objectives.

People and culture

Takes personal responsibility for career and personal development and growth by seeking opportunities to improve knowledge skills and experience and fully participating in performance management discussions, coaching opportunities and objective setting.

Supports and inspires peers and other team members to deliver high levels of performance by modelling corporate behaviours with confidence and providing feedback and support to achieve a high performing team status.

Section 2 – Key relationships


Key internal relationships:
Colleagues and Associates and Managers


Key external relationships:
Contractors on site
Visitors

Section 3 – Person profile

Knowledge
A/I/P - Understanding of customer service and supply chain industries
A/I/P - Broad understanding of the political, educational and business context within which AQA works
A/I/P - Good understanding of IT systems

Qualification
A/I - GCSE standard or equivalent

Skills
A/I/P - Good communication skills, both oral and written
I/P - Ability to work independently or as part of a team
I/P - Ability to complete work within agreed timeframe to meet business needs
I/P - Customer Service; ability to focus on the customer and deliver their requirements
I/P - Flexibility; ability to work within the FMS team providing essential cover when required
P - Proactive approach to potential problems

Behaviours
I/P - Communication
I/P - Flexibility
I/P - Customer focused
I/P - Personal contribution
I/P - Continuous excellence

Experience
I/P - Experience of customer service operations
A/I - Experience of examination business, commercial environment.

AQA's Behaviour Framework which is assessed through the selection/probation process
Assessment key (criteria to be assessed at the selection stage)
A – application (it is essential to provide evidence on application for shortlisting purposes)
I - interview
T – test (or work sample)
P – probation