Job title Receptionist / AdministratorBusiness Area Liverpool Housing Trust Location North Liverpool (Walton Road)Grade Band 4 - 5 (£17,501 - £20,847) (Pro-rata)Responsible to Customer Service Co-OrdinatorResponsible for None

JOB DESCRIPTION

How the role fits into the organisation

To be the first point of contact for office visitors, establishing the purpose of their visit and assisting as necessary.

To provide a range of administrative support services to the North teams, making full use of available times, as reception duties allow.

Responsibilities

1. Welcome all office visitors (including contractors, suppliers, tenants and residents), displaying a professional, courteous and friendly demeanour at all times.

2. Ensure that the Reception area is presentable and that all LHT materials, literature and signage is accurate and up to date.

3. Actively develop knowledge of LHT policies and systems, to improve the quality of service to customers.

4. Provide advice and assistance to customers, in particular around Neighbourhood Services; including Marketing & Lettings, Anti-Social Behaviour policy and Neighbourhood Initiatives.

5. Ensure all customer contacts are logged onto the Customer Relationship Management System (CRM).

6. Maintain a knowledge of partnerships and partner agencies, to obtain a fully rounded view of our services.

7. Attend regular briefings with the Neighbourhood and Housing Services Manager, along with other key staff, to ensure knowledge base is maintained.

8. Prepare housing application packs, make office interview appointments.9. Arrange appointments for Officers. 10.Manage incoming and outgoing mail.11.Input adverts for void properties onto Property Pool Plus and external agencies such

as RightMove in line with LHT’s allocations policy.12.Maintain an adequate stock of stationery supplies and ensure stores are tidy and up

to date and accept deliveries to the building.13.Manage printers and photocopiers; dealing with minor faults and maintaining

adequate supplies.

Accountabilities within the GroupGroup Values To adhere to and promote Group values.

Collaborative Working

To actively work with colleagues across the Symphony Group sharing good practice and sharing knowledge.

Continuous Improvement

To undertake further training/development as appropriate and to be committed to continuous professional development.

Value for Money To contribute to VFM projects as and when required.

Equality and Diversity

To be responsible for and actively promote Equality and Diversity across all service areas of Symphony Housing Group.

Health & Safety To undertake all duties assigned under the Group Health & Safety Responsibilities, paying particular attention to the responsibility for their own health and safety adhering to the organisation’s Health and Safety policies and procedures and relevant legislation.

Other The above list is not exclusive or exhaustive. Employees are expected to be professional, co-operative and flexible in-line with the needs of the post, department and Symphony Housing Group. This may include evening and weekend work.

The post holder is required to undertake such duties as may reasonably be expected within the scope and grading of the post.

I confirm that I have read and accept this job description

Signed ___________________________

Date _____________________________

Person Specification

PERSONAL ATTRIBUTES REQUIRED BASED ON JOB DESCRIPTIONAttribute Description Essential /

DesirableHow to be measured:

Application form (A)Interview (I)Test (T) E D

Experience, Knowledge & Skills

Relevant experience in using a wide range of relevant IT packages including Microsoft Word & Excel

E A/I

Excellent verbal and written communication skills

E A/I

Ability to prioritise your workload, and meet deadlines

E A/I

Ability to work on your own initiative and as part of a team

E A/I

Relevant experience of dealing with the public in a service environment

E A/I

Knowledge of Housing D A/I

Qualifications Educated to GCSE standard, or equivalent

D A/I

Additional customer service qualification (i.e. CICS/NVQ)

D A/I

Symphony Values Collaboration“Be one team”

E I

Customer Service“Put customers first”

E I

Flexibility“Be adaptable and proactive”

E I

Inspiration“Be a role model”

E I

Integrity“Do the right thing”

E I

Responsibility“Take ownership”

E I