John Taylor HospiceJob Description

Front of House Assistant Corporate & Commercial Services

JOB TITLE Front of House Assistant

REPORTS TO Senior Front of House Administrator

ACCOUNTABLE TO This post is part of the team that provides business; reception and administrative services in the CHARITY we are a 24/7 x 365 days year serviceand this post may be designated for weekend and evening working

KEY RELATIONSHIPS People who come to us for help via the telephone or in person, and their families, volunteers, the general public and other professional agencies.

Staff and members in the CHARITY and the League of Friends

JOB PURPOSE

The Front of House Assistant is the person who greets our visitors and manages all the calls that come through to our main switchboard. This post makes the difference to John Taylor being able to a great experience from first to last and is the job for someone who can inspire confidence and get to know people.

The role means linking with everyone in the company, as calls, visitors and messages come through. It is a job that needs good interpersonal skills; a solution focussed approach; flexibility and a strong customer focus. This post is responsible for ensuring that everyone who makes contact with the company has a kind, personal, efficient and friendly welcome.

This post must:

• Be sensitive to the many different needs that callers, matching our response to their needs

• Ensure people who are visiting and those who are recently bereaved are cared for

• Answer telephone calls promptly taking accurate messages, give accurate information and ensure that messages get to the recipient in a timely manner.

• Meet delivery companies ensuring that deliveries are receipted & received efficiently

• Work with the community investment crew to make sure that all gifts in cash or by cheque are received with thanks and in line with the company financial policy.

• Work as part of a time to provide a personal front of house service 8am-8pm seven days a week,

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• Work with volunteers and other colleagues in the CHARITY to ensure that front of house runs smoothly with effective handovers

Undertake a variety of general clerical duties including:

Supporting the wider CCS team, including workforce team

With agreement, supporting other hospice teams with admin / clerical duties.

Arrange transport(ambulances, cars or taxis) as directed by managers

Volunteer database and tracking.

Other duties as directed by Line Manager

MAIN DUTIES AND RESPONSIBILITIES

Delivering positive community benefit• To provide a professional and effective reception service

• To inspire confidence in other people in order to build and maintain trust

• To respect, understand and value difference to ensure that John Taylor Hospice is accessible to all our communities

Customer Service• Ensure that people calling on the phone or in person have a timely service and know that we will deal effectively with all enquiries.

• Use time well, to build and maintain positive relationships internally and externally with a diverse range of people, professionally and the public

• Develop and maintain in-depth knowledge of the work of the hospice

• Be sensitive to the different needs that callers, matching our response to their needs

• To build rapport quickly and effectively on the telephone, in person and via email

• Ensure people who are visiting or are recently bereaved are cared for

• To be confident and competent in listening and responding appropriately to distressing, emotive information which people who come to us may need to share and experience being understood by us

• To understand and maintain confidentiality at all times in all aspects of the job

• Arrange transport (ambulances, cars or taxis) as directed by any of the CHARITY managers

• Answer telephone calls promptly taking accurate messages, give accurate information and ensure that messages get to the recipient in a timely manner.

Company systems

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• Provides support to apprentices and volunteers in the team

• To understand and maintain confidentiality at all times in spoken conversations, in handling written and IT based information

• To manage overland post as required by the company

• The ability to make an accurate assessment of urgency in taking and screening messages about clinical care and referrals for clinical care.

• To work as part of a team and deliver the company plan.

• To attend and contribute constructively in meetings.

• Meet delivery companies in reception ensuring that deliveries are receipted & received efficiently

• Work with the community investment crew to make sure that all gifts in cash or by cheque are received with thanks and in line with the company financial policy.

Corporate Role:• To be flexible to ensure that the company succeeds.

• Accurate in using company ICT systems

• Support budget holders to ensure proper controls on all expenditure in line with the standing operating and procurement procedures.

• Comply with organisation’s data quality standards.

• To be an ambassador maintaining the positive reputation of the hospice.

INVESTING IN YOUJTH is committed to supporting the development of all staff. All employees have a responsibility to maintain their professional registration participating in regular appraisal with their manager. They are expected to identify innovation, performance and development objectives for their post. The CHARITY has a training and development fund that is generously supported through the League of Friends and the income generation projects undertaken by staff. Everyone has equal access to this fund to support external training and development. It also helps to fund statutory and mandatory training which is run internally. Where staff are accredited or trained in their own right to deliver in-house training this is an opportunity afforded to them. Learning is one of our company strategic objectives and is supported through our experts by experience programme, volunteer training and staff development.

HEALTH AND SAFETYAttention is drawn to the responsibility of all employees to take reasonable care for the health and safety of themselves and other people who may be affected by their actions at work. We have dedicated leads to review and audit health and safety: keeping safe is everyone’s business.

EQUAL OPPORTUNITIESJohn Taylor Hospice was founded in 1910 for the community from within the community and on whom we rely for support. In end of life care everyone in our community needs to feel welcome, and so we look for new and innovative ways to celebrate diversity as well as, respecting individual

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choices. This means we are highly committed to Equal Opportunities in employment and work actively to eliminate unlawful racial, sexual or disability discrimination in all its forms. We celebrate equality of opportunity and good relations between people of different backgrounds.

CRIMINAL RECORDS AND SAFEGUARDINGThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. All staff have a responsibility to disclose any conviction past or current. Everyone in our company has an equal responsibility to ensure the safeguarding of children and adults and to report concerns immediately.

INFECTION PREVENTION AND CONTROL Infection prevention and control is one of our strategic objectives. Everyone has a personal responsibility to minimise the risk of spreading infection. This includes “herd immunity” standards for immunisation and excellent standards of personal hygiene. Everyone will receive regular training to understand best practice and expectations at work. Everyone must abide by Infection Prevention and Control policies relevant to their area of work, and undertake the necessary level of training. This will be part of your annual innovation performance and development plan.

SMOKINGPublic health legislation outlaws smoking in public places in England. As a Charity our premises are governed by the legislation. Our buildings are smoke free and we actively encourage people to consider the health benefits for themselves and others of adopting a smoke free lifestyle.

CONFIDENTIALITYEveryone has a duty to respect the confidentiality of personal information and health records. Our company upholds and is governed by the GDPR. Confidentiality is integral to our care of the people who come to us for help and our staff and volunteers. The unauthorised use or disclosure of patient or other personal information is regarded as gross misconduct and is subject to the JTH Disciplinary Procedure possibly resulting in prosecution. action for civil damages under the GDPR.

JOB DESCRIPTIONThis job description will be subject to discussion and review on an annual basis.

Post holders signature: ……………………………………………….

Date: ……………………………………………….

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PERSON SPECIFICATION

ESSENTIAL DESIRABLE

QUALIFICATIONS Qualified by Experience – a minimum of 2 years in similar post.

QUALIFICATIONS • Good standard of general education • RSA II or III Word Processing

NVQ 2 or above/equivalent ECDL 5 GCSEs or equivalent including

English and Maths

KNOWLEDGE/

SKILLS

Good listener Good command of the English language Accurate message taker Good people skills Knowledge of customer care and what

good customer care should be like Able to be flexible often at short notice

to do “the right thing at the right time in the right way” to meet the needs of the public, people that come to us for help,

Good grasp of a range of ICT systems Able to speak more than one language

relevant to the population served Experience of working in a hospice Good local knowledge Good knowledge of healthcare in

community settingEXPERIENCE Business acumen

Experience of working the public in a professional or voluntary capacity

Experience in a similar role or in a role with similar responsibilities

Relationship Building Proven experience working with the

public Experience of handling cash and

following procedures strictly Proven experience of working effectively

in a team

PERSONAL SKILLS

Personal Effectiveness Able to communicate across diverse

groups and communities and evidence equality of opportunity in approach

Highly motivated and customer focussed

Resilient, enthusiastic and motivated Committed to providing accurate and

timely information to a high standard

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Able to demonstrate oral and written and IT communication excellence

Well organised Solution focussed Must know own strengths and areas for

development; must demonstrate time management and personal organisation skills and a commitment to learning

Experience of working in a community interest company as an active member

PERSONAL CIRCUMSTANCES

Able to work flexibly including evenings and weekends as required

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