Receptionist/Administrator. Job Pack March 2016

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1 Receptionist/Administrator Job Pack March 2016

2 Dear Applicant Re: Receptionist/Administrator Thank you for applying for the above position. Please find enclosed the following: Job Description including Person Specification Diversity Monitoring Form (separate document) Equal Opportunities Policy Statement General Information on UK Youth Recruitment of Ex-Offenders Policy Statement To apply for this position, please forward a complete CV together with a supporting statement of maximum one page of A4 by the closing date (4 April 2016). Please ensure that your application fully addresses the criteria in the person specification. Please send to Alternatively please post these to Avon Tyrrell Activity Centre, Braggers Lane, Bransgore, Hampshire BH23 8EE address for the attention of Sharon Mackintosh. Please mark the envelope Private addressee only. Interviews scheduled for 8 April Due to our limited resources if we have not contacted you within 21 days after the closing date unfortunately your application has not been successful on this occasion. We would like to be able to write to every UK Youth applicant individually, but must use our limited HR resources carefully. We hope you understand our policy on this matter. Please note that successful applicants for vacancies with UK Youth will be required to have a Disclosure and Barring Service check as a condition of employment. We are delighted you have chosen to apply to us and wish you every success with your application. Yours sincerely Katherine Causton HR Manager

3 The Role JOB DESCRIPTION Job Title: Department: Location: Reporting to: Receptionist and Administrator Guest Services Avon Tyrrell Guest Services Officer KEY PURPOSE With special responsibility for the Reception at Avon Tyrrell, the receptionist and administrator be a customer focused and effective member of the Sales & Guest Services Team who are responsible for selling Avon Tyrrell s portfolio of programmes, accommodation and activities and ensuring all site visitors experience meets and exceeds their expectations with a high level of customer care and support. Meeting the aims and objectives of the department, offer a high level of customer care and service thus helping to maximise Avon Tyrrell s income and reputation in support of the UK Youth s Mission and charitable objectives. KEY TASKS 1. To operate the Reception efficiently so that all visitors (including guests, contractors/ suppliers and visiting staff/ Trustees/ Friends) and others who contact UK Youth are dealt with promptly, politely and in a friendly manner, so that their impression of the UK Youth outdoor activity Centre, Avon Tyrrell, is a good one. This includes: a. Assisting with guest arrivals and liaising regularly with groups during their stay as required. b. Assisting visitors who come into Reception with queries, providing the information where possible or finding the appropriate person to deal with the query if necessary and passing on any necessary information to other staff. c. Issuing visitor badges when necessary and helping with site visits; d. Dealing promptly with customer queries or problems, liaising with other staff or suppliers as necessary and passing queries to another member of the organisation where appropriate, so that issues are dealt with efficiently. e. Building and maintaining effective customer relationships so that customers have an excellent impression of UK Youth, supporting building high levels of repeat business f. Receiving deliveries and reporting their arrival promptly to the appropriate person; g. Dealing promptly with all written/ requests from potential visitors and others for information and brochures etc. and passing on the necessary information to other staff; h. Administering the on-site retail operations. This includes: selling souvenirs & fishing tickets, keeping the shop units and vending machines well stocked and ordering new stock as necessary; i. Keeping the Reception area tidy and the information leaflets up to date in the display units, reporting any problems promptly to the Guest Service Officer; j. Ensuring office supplies and equipment is well stocked and in good working order and promptly reporting any faults to the appropriate organisation; k. Ensuring out-going post is franked and incoming mail is sorted appropriately and promptly, notifying the Guest Services Officer when the credit in the franking machine needs replenishing; 2. To operate the telephone system efficiently so that all calls are dealt with promptly and pleasantly. This includes: a. Handling incoming calls professionally, including answering the phone quickly, putting calls through to the person required, taking accurate and detailed written messages if the person required is not available and giving them to the person or his/her assistant as soon as possible, including ing or telephoning the person if s/he is out of the office and the call is urgent; b. Taking accurate and detailed written messages from the answering machine and passing them to the appropriate person as soon as possible; c. Answering enquiries efficiently, dealing with them where possible by answering the question or sending out the required up to date information, and transferring callers to another member of staff where appropriate; d. Promptly reporting any faults with the telephones to the appropriate person.

4 The Job 3. To proactively promote and sell the Avon Tyrrell Centre s facilities and outdoor programmes to a wide variety of organisations locally, regionally and nationally in accordance with the agreed business plan and targets, and to take every opportunity to promote the rest of UK Youth s work with young people and products to customers and potential customers to ensure revenue is maximised and the profile and awareness of UK Youth is raised. This includes: a. Taking all appropriate opportunities to promote the charity and Avon Tyrrell Outdoor Activity Centre and to build and maintain effective customer relationships; b. Maintaining a good knowledge of UK Youth s work and products. c. Ensuring that all requests for information and brochures etc. are dealt with promptly and politely; d. Day to day operations of the Avon Tyrrell s retail operations (shop, bar, vending machines and fishing) ensuring they operate smoothly and liaising with Finance to ensure that takings are recorded accurately and processed promptly; e. Helping to develop appropriate sales and participating in charity events. 4. To support bookings as directed by the Guest Services Officer effectively in order to ensure that the process operates smoothly and efficiently and helps to maximise income for the organisation. This includes: a. Be a highly competent user of the Avon Tyrrell Booking and Management Software, Cinolla, (training provided). b. Accurately recording and confirming all orders, using Cinolla where appropriate, so that they are kept up to date; c. Liaising with Finance to ensure that all income is received and processed promptly and accurately; 5. To provide efficient administrative support as directed by the Guest Service Officer in support of UK Youth s operation and development. This includes: a. Ordering office stationery and first aid items to ensure there is always an adequate supply for staff; b. Typing, photocopying, ing documents; c. Carrying out any other tasks of a similar nature as required in support of the smooth operation of the organisation, including helping Guest Service colleagues with their work and helping Finance with cashing up, banking and petty cash on occasion. 6. To cover regular weekends on a rota with other Guest Service staff. This involves carrying out normal duties but being available for the duty manager in case there is any emergency. 7. To help with any special events / open days etc. being held and assist with fundraising to improve and develop the provision of Avon Tyrrell. GENERAL 1. Attend one to one meetings and annual appraisals with the Guest Services Officer. 2. Participate proactively in staff meetings, team meetings and other meetings as required. To work effectively with colleagues to achieve objectives and to represent UK Youth at meetings and events as required. 3. Support organisation wide initiatives 4. Support colleagues from other teams to achieve their objectives 5. Always to act as a positive ambassador for the organisation, contributing to the effectiveness of meetings, the sharing of knowledge and experience and the development of UK Youth and its profile. 6. Take reasonable care of his/her own health and safety and for that of others who might be affected by his/her work, as required by law and described in the relevant operating procedures and policies for his /her area of work. 7. Undertake any other duties and reasonable requests that are in keeping with the nature of this post. RESOURCES FOR WHICH THE INDIVIDUAL IS RESPONSIBLE Resources Reception, Shop, Bar and Vending Machines Equipment and Consumables People Placement Students / Volunteers KEY WORKING RELATIONSHIPS UK Youth s donors and suppliers; UK Youth s customers and potential customers; Other youth organisations; Members of the public; Chief Executive, Directors and staff of UK Youth; UK Youth s Trustees and members of the Avon Tyrrell Trust; Friends of UK Youth; UK Youth s Network

5 Person Specification Essential 1. Educated to at least GCSE/NVQ level 2 or equivalent 2. Previous successful experience of working in an administrative role in a busy customer-facing environment, with a demonstrable understanding of the requirements of the role 3. Experience of working effectively, sometimes at senior level, with a wide range of organisations and individuals, including building and maintaining good relationships 4. Experience of working effectively with a wide range of people; including building and maintaining good relationships Desirable 5. IT skills, Microsoft office 6. A pro-active approach, self-motivated and enthusiastic with initiative and commitment to achieving results, able to work efficiently independently and within a team environment, promoting the organisation at all times 7. Very good clerical/administrative skills including information collation 8. Excellent time and workload management skills with proven experience of meeting deadlines 9. Full clean driving-licence 10. Flexible approach to work and working hours, including willingness to work regular weekends and occasional evenings. 11. Discretion and judgement, and experience of dealing with sensitive information 12. Takes account of the need to work within budgets, save costs and maximise income in carrying out daily tasks 13. Takes account of the need to work within budgets, save costs and maximise income in carrying out daily tasks 14. Very good interpersonal, customer care and communication skills and empathy with the needs of young people

6 Who We Are Our History UK Youth was founded in 1911 as the National Organisation of Girls Clubs. It became the National Association of Girls Clubs and Mixed Clubs in 1944 and the National Association of Youth Clubs in In 1987, it became known as Youth Clubs UK and adopted its current title UK Youth in In it celebrated its centenary year. Who we are today UK Youth is a leading national charity that empowers young people to take control of their own lives and reach their full potential. We do this by connecting a vast network of youth groups across the UK and running a range of innovative programmes that help young people develop the skills, knowledge and experience they need to succeed in life. Young people today face the triple whammy of high unemployment, high costs of living and poor pension provision. They are growing up in a world where education and training are expensive and offer no guarantee of employment, there is little job security, and employer investment in professional development and career planning is declining. Yet, despite this, most young people remain remarkably positive, generous with their time and energy, and keen to give back to society. At UK Youth we believe we must work alongside young people to find solutions to these intractable problems and empower them to completely reshape their role in society. To every young person who says I can t our job at UK Youth is to say you can. Through UK Youth young people: Learn Vital life skills Become more employable Gain recognised awards and qualifications Take action to improve their communities Organise national events and make their voices heard Experience the benefits of outdoor learning We sit at the heart of a network of regional youth associations and national partners. The network represents more than 5500 youth clubs and projects. We support them through training and publications and providing a wide range of free resources and activities. UK Youth has developed a sector leading reputation for working with corporate funders and attracting major investments for national projects that are delivered locally through our network members, with support from our national staff. UK Youth s projects create opportunities for young people to be actively involved in the decision making process. Many of our biggest national projects are youth led, and young people make up over 15% of our Trustee Board. UK Youth Voice, our national youth steering group ensures that we put young people at the heart of everything we do. This steering group of year olds plays a major role in governing the charity and shaping the development and delivery of our programmes. UK Youth has offices in London but our historical base is our Outdoor Activity Centre at Avon Tyrrell in the New Forest National Park. Over 22,000 young people each year experience the opportunity to learn outside the classroom. The Team UK Youth currently employs 80 skilled and dedicated staff across England. Our staff are based between Avon Tyrrell and our London Office, but also a number of home-based staff across the country. The Trustees We have a highly committed Board of Trustees which includes three young trustees from our youth steering board UK Youth Voice, CEO s of regional and National Youth Organisations, corporate executives, academics and finance professionals.

7 What We Do Our current programmes The Big Music Project: delivered in partnership with the UK s biggest music and entertainment brands, the project inspires and empowers participants to fulfil their potential through their love of music. Supported by the Big Lottery, Global Radio s Capital FM and the BPI, young people are offered coveted experience and opportunities, learning how to make their way in a competitive industry. IT Youth Hubs: we work in partnership with Microsoft to deliver and develop digital Youth Hubs across the UK. The innovative programme builds IT infrastructure in youth clubs and allows young people to develop and share their digital skills from basic computer literacy to coding and graphic design. Road Code: workshops are delivered in partnership with UPS, to help young people consider their safety in and around cars, prior to starting to learn to drive. Members of our network receive support from UPS volunteers to deliver in-house workshops at schools and youth clubs across the UK delivering key messages about road safety. Youth Action: backed by Starbucks this partnership programme provides training and funding to support year-olds to take action & create positive action in their local communities. HSBC: working with young people from the local community surrounding Avon Tyrrell, many of whom come from disadvantages backgrounds, this HSBC funded Employability Programme provides a 6 day course to engage with young people, helping them recognised their personal qualities, strengths and interests, to enable them to gain confidence and find employment opportunities. Youth Achievement Awards: Encourage young people to take on responsibility and create a personalized learning programme based around their own interests. The awards help accredit achievements and use skills such as leadership, creativity and research, helping to build confidence and promote life skills. Heads Up Mental Health Training Resources: a downloadable toolkit of sessions to run with young people promoting mental health and emotional wellbeing. The toolkit provides useful resources and ideas to frontline workers who are ideally placed to provide opportunities and the trust that allows young people s wellbeing to flourish.

8 How to Apply To apply to become the Receptionist/Administrator for UK Youth, please forward an up-to-date CV together with a supporting statement explaining how you believe your skills and experience match the requirements of the role to You should also give the names, positions, organisations and telephone contact numbers of two referees, relevant to the role. References will only be taken once your express permission has been granted. You are also invited to complete and return the enclosed diversity monitoring form. The information on the form will be treated as confidential, and used for statistical purposes. The form will not be treated as part of the application. Applications should be made by ing your CV and supporting statement to Applications can also be posted to: Sharon Mackintosh, Avon Tyrrell Activity Centre, Braggers Lane, Bransgore, Hampshire, BH23 8EE Timeline Closing Date: 4 April 2016 Interviews: 8 April 2016 Warranty The applicant warrants that she or he has not at any time either been charged with or convicted of any criminal offence associated with or relating to any sexual offence. As UK Youth meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, all applicants offered employment will be subject to a Standard/Enhanced disclosure check from the Disclosure Barring Service before the appointment is confirmed. This will include details of cautions, reprimands or final warnings, as well as convictions. Having a conviction etc. will not necessarily bar you from employment. This will depend on the circumstances and background to your offence(s). It is agreed by the applicant that the Charity is hereby authorised to carry out such checks or enquiries. The applicant also warrants that she or he has the right to work in the United Kingdom. Section 8 of the Asylum and Immigration Act requires UK Youth to make document checks on all potential employees in this regard; these checks will be made at the interview stage. (Refer to for more information) If you have any questions or queries on any aspect of the appointment process, need additional information or wish to have an informal discussion, please contact Avon Tyrrell, on telephone

9 Avon Tyrrell Activity Centre Braggers Lane Bransgore Hampshire, BH23 8EE /

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