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Job Title: Receptionist - Regional

Reports to: Workplace Coordinator

Direct Reports: None

Location: Regional Offices

MAIN PURPOSE:
The role of the Receptionist is to provide the highest levels of customer care and service to all clients, partners and a EY employees in line with agreed service level agreements and procedures. We aim to make the client’s first impression a positive and lasting one.

• To provide a warm courteous and prompt welcome on arrival for all visitors at the reception desk
• To handle all incoming telephone calls / enquiries promptly giving a warm, courteous welcome and using the agreed salutation.
• To provide assistance for meeting room bookings as required and to liaise with relevant parties to ensure the delivery of a professional service.
• To liaise and communicate with other team members and other service departments in a clear and timely manner to ensure service delivery and team work.
• To carry out regular checks of the meeting rooms on site to ensure correct set up and readiness for client use, including rearranging furniture and room layouts as required.
• To ensure the local WPC and/or Regional Workplace Manager is made aware of any maintenance issues requiring attention in the reception area and Client Suite

MAIN JOB RESPONSIBILITIES:

• To maintain an organised and tidy work area – this is to include the front desk, seating area, meeting rooms and the client suite kitchen.
• To anticipate client needs, follow up with requests and ensure the client expectations are not only met but exceeded
• To ensure that visitor and client arrivals are communicated to the relevant people promptly and that the visitor is either met or escorted to the relevant room in a timely fashion.
• To ensure that waiting visitors are kept informed of any delays and to ensure client comfort
• To replenish meeting rooms, as required, with pads, pens and pencils
• To ensure that all required hospitality is served promptly and to the highest standards.
• To ensure all audio visual equipment is working and provide support when required
• To collate all reception and hospitality statistics and forward to the Regional Workplace Manager on a weekly basis
• To maintain appropriate stationery stocks in the reception area
• To ensure Reception Operating Procedure manual is kept up to date at all times

Health and Safety

• To always work in a safe manner and report any hazards to the local WPC and/or Regional Workplace Manager immediately.
• To follow all Health and Safety instructions as directed by either the local WPC or Regional Workplace Manager
• To attend all statutory Health and Safety training
• To ensure all catering and fridge temperatures are appropriately tested/recorded to comply with statutory legislation.
• To liaise with the trained first aider if a visitor should fall ill or have an accident and ensure all the relevant paperwork is completed for EY.

Security

• To report incidents to the local WPC and/or Regional Workplace Manager and/or building security as appropriate
• To ensure the building reception has a list of all visitors due to arrive each day and booked car park spaces.
• To ensure all procedures are followed for recording EY staff visiting from another office in the UK or an overseas office
• To ensure all client and visitor passes are both issued and collected

Environmental

• Support EY’s environmental initiatives
• Ensure best practice for waste and energy savings are followed

General

• Fully support the implementation and ongoing requirements of EY's ISO standards.
• Ensure all areas of AWS are compliant with relevant policies and procedures, and where appropriate, actively contribute to continuous improvement programmes

Key Attributes

• Immaculate grooming and personal hygiene is essential
• Ability to communicate effectively both verbally and in writing is essential
• Computer literacy skills – Intermediate Excel, Word and Outlook / Lotus Notes
• Must have sound numerical skills
• Ability to operate calmly under pressure
• Strong customer focus
• Able to demonstrate a professional and organised approach to the role
• Logical thinker, able to spot errors and resolve queries
• Able to deal with interruptions, work to deadlines and prioritise
• Strong relationship skills – able to build and maintain rapport with guests
• Able to multi task and be flexible
• Enthusiastic, committed and determined
• Sense of humour and an eye for detail
• Striving to improve the service offered with proactive approach to service delivery and client satisfaction

General Experience

• Previous experience of customer service environment essential
• Previous corporate working experience desirable
• Ability to work independently and as part of a team
• Previous experience as a Receptionist desirable