Senior Receptionist

Overall Purpose of the Role

To assist in the day to day management of Reception in line with excellence in customer service. The post holder will deputise where necessary for the Reception Manager and will already hold significant experience in Reception. This position will allow progression to mentor status and assist in the monitoring of standards in order to develop team co-ordination qualities. The Senior Receptionist will play an active role in supporting the Reception Manager but importantly will already be significantly skilled in all Reception duties to assist with meeting team objectives.

Job context

Working in a fast paced and dynamic organisation the post holder will be working alongside the Reception Manager with some co-ordination and team building skills expected, in order to efficiently and effectively deliver against Reception’s SLAs. Expected to deputise in Manager’s absence and understand all team SLAs, the post holder will also work one on one with new starters, ensuring all processes and procedures are learnt within agreed timescales to help produce capable team members.

Principal accountabilities

The Senior Receptionist will be responsible for:

Mentor duties

  • Training new starters to agreed timescales with the use of workbooks in a one on one situation
  • Assisting new starters in their Induction and remaining a source of support past workbook completion.
  • Ensuring processes are learnt to expected standards by new starters
  • Responsible for team-wide training where new software or processes are implemented
  • Encouraging high performance from the Reception team
  • Conduct mentor duties by holding regular meetings, documenting progress and experiences
  • Continue to undertake day-to-day Reception duties alongside all team members but with the ability to co-ordinate tasks and people to meet existing SLAs
  • Arranging/booking team meetings/preparing team agendas/draft minutes of the meeting
  • Administrative support for FEs using Microsoft Office skills (copy typing, spreadsheets and bundles)
  • Administrative duties to assist Reception Manager, e.g. the Office Environment Report, monitoring switchboard trends and other lower level information for MI Reporting.
  • Ownership of daily checklist and responsibility for its completion; ensuring all peripheral tasks are complete on time each day
  • Deputising when Reception Manager is absent and being responsible for co-ordination of all Reception tasks and team members
  • Assisting with efficiencies and generating new process-related ideas; including workbook refinement where appropriate
  • Updating procedure guides when processes change either through business need or through successful experimentation
  • Extensive knowledge of post room and switchboard processes
  • A understanding of TQM and the impact on the department with the ability to comment on complaints and resolutions

Job challenges

  • Managing a high volume of work in a fast paced environment as well as co-ordinating people
  • Ability to prioritise and move from scheduled tasks to ad hoc tasks quickly, with the needs of the team in mind
  • Working to strict SLAs
  • Navigating the skill gap between Assistant and Mentor and shouldering more responsibility with confidence
  • Managing the perceptions and expectations of all Assistants in the team
  • Assisting to develop a team whilst managing own workload
  • Knowing all quality decisions will impact the team and the responsibility that carries
  • Monitoring and identifying ways of developing processes to improve overall efficiencies in the team
  • Requires proficiency in the MS Office packages and strong administration skills in order to be successful
  • Ownership of tasks and influencing team members without losing their respect

Job knowledge, Skills & Experience

  • Excellent customer service skills
  • Strong IT & Systems knowledge and experience with Proclaim
  • Good organisation skills
  • Excellent telephone manner
  • Work well as part of a team and be able to demonstrate some leadership qualities
  • Possess good attention to detail
  • Be able to meet deadlines and plan ahead
  • Develop and maintain excellent relationships; both internal and external.

GCSE Maths and English at Grade C or above (or equivalent qualification)

You can apply for this position by sending your CV and cover letter to recruitment@awhsolicitors.co.uk