NEAL’S YARD REMEDIES

JOB DESCRIPTION

 Front of House – Receptionist

GENERAL NOTE ABOUT JOB DESCRIPTIONS at NYR

The purpose of a job description is to make sure that both the individual and the company are clear about the role, responsibilities and tasks the post-holder is expected to carry out and how the post-holder contributes to the aims and objectives of Neal’s Yard Remedies.  However, we operate in a rapidly changing and highly competitive environment, so it is important that job descriptions are flexible, to enable the company to respond quickly to changes and to accommodate the development of the individual.  Job descriptions will be reviewed at least once a year as part of the appraisal process.  In addition, they will be reviewed prior to recruiting.  Job descriptions will be supported by objectives that are specific to the individual and set out the targets, goals and improvements to be achieved in a set time period.

CONTEXT

This position is within our Customer Services department and reports to Customer Services Supervisor.  The Customer Services department consists of Customer Services Supervisor, Customer Services Advisor (job share) and the post-holder who has company-wide responsibilities and supports the work of the Customer Services team. 

OVERALL JOB PURPOSE

To be the first point of contact with NYR for outside parties; to be the link between the public and the staff; to take pride in keeping the reception area neat and welcoming and to do all the small but absolutely essential things, which crop up every day and help make NYR a great place to work.

KEY RESPONSIBILITIES

Company Communication

·         Keep abreast of developments within the company and communicate where necessary

·         Welcome and assist any staff, visitors or therapy patients especially those new to NYR

·         Maintain staff signing in book for health and safety and communications purposes

·         Maintain “This Week” notice boards

·         Liaise with Premises Coordinator, cleaners and security staff as necessary

“Front of House” - Telephones, Visitors, Post and Deliveries

·         Answer telephone calls in a friendly and professional manner, take responsibility for the call until the enquirer is satisfied and forward to extensions or take messages as relevant  

·         Welcome visitors and liaise with relevant NYR staff

·         Maintain Visitors’ Book and implement health and safety procedures

·         Ensure franking machine is in credit, liaise with provider to obtain credit and generally take responsibility for the franking machine

·         Sort incoming mail, ensure outgoing mail is franked correctly, bundled and ready for collection, liaise with Post Office staff as necessary

·         Re-direct mail, in particular ensure mail for NYR’s London office is dealt with promptly

·         Keep the signing in sheet up-to-date

·         Update, review & follow procedures as they relate to the Reception role

·         Update phone lists and administer phone changes through Spitfire

·         Keep Reception neat and tidy.

Events and Community Relations

·         Be part of the events team for the planning and logistics of events on site and off site

·         Take bookings, do correspondence and keep electronic records of people attending NYR events, workshops etc

·         Promote events at the premises and in the local area, display posters, circulate flyers

Customer Services

·         Support Customer Services as and when needed

·         Organise press send outs

·         Administer the Practitioner Discount Scheme, processing applications, up dating database and production of membership card.

·         Administration of donation requests, ensuring appropriate letters/donations are sent

Bookings and Guest Rooms

·         Oversee meeting room bookings

·         Take bookings for therapies, liaise with practitioners, promote available appointments and collect payment from staff. 

·         Take bookings for accommodation, ensure rooms are clean and tidy and replenish supplies as necessary.

Lunches, Social and Other

·         Administer lunch tokens system through Cybertill

·         Communicate procedures to new starters: post, tokens, therapies, accommodation rooms

·         Contribute to and help organise programme of staff social events at Peacemarsh

Continuous Improvement and Self Development

·         To seek ways of improving how your own job is done and looks for opportunities to do things more effectively.  This includes learning from mistakes.

·         To make suggestions to your manager or supervisor about improvements that will affect other people or departments.

·         To find out more about possible solutions to problems you face in doing your job.

·         To help other people and departments improve their performance.

·         To develop your own skills and improve your own performance through seeking opportunities to learn.

Health & Safety

·         To take reasonable care for your own health and safety and of other people affected by your actions.

·         To comply with NYR’s Health and Safety procedures e.g. first aid, fire, COSHH, manual handling, etc.

·         To report health and safety risks and hazards to your manager, supervisor or local Health & Safety Representative.

·         To cooperate with your manager, supervisor or local Health & Safety Representative when risk assessments are being conducted and to implement any changes made as a result of risk assessments.

SPECIAL CHARACTERISTICS

1.       The phones need to be staffed between 9.00am and 5.30pm including lunch times which are covered on a rota basis.

2.       The post-holder is part of the events team and may from time-to-time stay into the evening (usually 7/8pm) for events, functions and workshops.