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Receptionist

We are looking for enthusiastic and reliable people with a passion for providing the highest levels of customer service to join our team in delivery of highly professional, efficient and customer centric reception services representative of a world class University.

These front of house roles will join our established Reception Services Team dealing with a wide range of customer enquiries fulfilling (and exceeding where possible) customer expectation, processing deliveries and mail, issuing equipment and keys, as well as other ‘Building Support’ duties such as opening and closing University buildings.

Hours of work will be based on a weekly shift pattern Monday – Friday scheduled in advance to provide reception cover from 8.00am - 6.00pm however flexibility will be required in order to provide cover for annual leave, absence and ad-hoc event / conference bookings. This will sometimes involve working additional or non-standard hours and may include weekends in order to fulfil service requirements.

Successful applicants will be offered the opportunity to enrol on a Level 2 Business Administration Workplace Apprenticeship prior to starting work with Cardiff University.

We currently have 4 part time (25 hours a week), open ended roles, available from 9 October 2023.

Salary: £21,828 - £22,214 per annum, pro rata for hours worked (Grade 2).

IMPORTANT: 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.

Please ensure that you communicate this fully by developing a supporting statement, listing ALL OF THE CRITERIA and commenting against each one as to how you meet them.

This will need to be completed before you begin your online application as you will be required to upload it. When uploading the supporting statement the document title needs to read “supporting statement” and should also detail the post reference number 17045BR.

Date advert posted: Wednesday, 9 August 2023

Closing date: Wednesday, 30 August 2023

Please be aware that Cardiff University reserves the right to close this vacancy early should sufficient applications be received.

Cardiff University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds who have the ambition to create a University which seeks to fulfil our social, cultural and economic obligation to Cardiff, Wales, and the world. In supporting our employees to achieve a balance between their work and their personal lives, we will also consider proposals for flexible working or job share arrangements

Key Duties

• Provide a highly professional, well presented, friendly reception service and act as an initial point of contact for student customers, external customers and visitors.
• Provide the highest standards of customer care meeting and greeting customers and directing them accordingly.
• Maintain up-to-date knowledge of building facilities, locations, contacts and services to be able to provide the necessary information to customers as required.
• Maintain up-to-date knowledge and promote the services offered by the University to all customers.
• 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.

Specific Duties

• Deal with and log routine enquiries, including face to face, telephone and email.
• Refer customers and visitors to other members of staff as applicable.
• Process and distribute mail.
• Ensure that the reception / public areas are well presented at all times remaining clean, waste free and tidy ensuring furniture is organised appropriately.
• Assist in preparing and clearing rooms for meetings.
• Administer pool room bookings, populating weekly booking information.
• Process deliveries in a timely manner and liaise with multiple departments regarding deliveries, paying particular attention to temperature sensitive deliveries.
• Assist with the administration of conference and events.
• Assist with day-to-day fire, safety and security issues.
• Carry out opening and closing procedures as required, including seminar rooms / meeting spaces.
• Report maintenance faults to Estates Hotline and Building Facilities Manager as required.
• Undertake a variety of routine administrative duties to support the team and department.
• Establish working relationships with key contacts to help improve service levels.
• Gather and analyse data to update administrative systems with accurate information.

General Duties

• Take an active role in the team supporting team objectives and other team members, contributing to the training of new team members.
• Attend and actively participate in all basic training requirements identified.
• Identify your personal training needs in conjunction with your manager, ensuring that learning is transferred to the workplace.
• Actively participate in Quality and Customer Care initiatives.
• Ensure that an understanding of the importance of confidentiality is applied when undertaking all duties.
• Abide by University policies on Health and Safety and Equality and Diversity.
• Perform other duties occasionally which are not included above, but which will be consistent with the role.

Essential Criteria

1. Proven ability to communicate information, both orally and in writing, to a wide range of people.

2. 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.

3. Proven high standard of organisational and general administrative skills.

4. Ability to identify problems using own initiative, determining which standard process and procedures can be used to solve them.

5. Evidence of IT skills including knowledge of MS Office applications, Internet and email.

6. Basic numeracy and literacy (for example NVQ1/GCSE level D-G or equivalent work related experience).

7. Ability to clearly record information to pass on to others with high attention to detail.

8. Ability to plan, prioritise and organise own workload within established timescales.

9. Experience of providing customer service in a corporate / hospitality environment.

10. Ability to communicate in Welsh or have a willingness to learn.

Desirable Criteria

11. Experience in a reception / front of house role.

12. Experience of undertaking manual handling activities.

Job Purpose

To provide a highly professional, efficient and effective reception service to customers in multiple buildings which is representative of a world class University.

Additional Information

Flexibility and additional hours will be required in order to provide cover for annual leave, absence (including shift changes) and event / conference bookings. This will sometimes involve working additional or non-standard hours, including weekends.

21,828

22,214

Estates

Grade 2