Job Description: ReceptionistResponsible To: Customer Services ManagerLocation: GalwayContract: Full Time PermanentJob Summary:To provide a friendly and efficient reception service in each locality ensuring that customers receive that advice and support they require when visiting. As receptionist you will act as a front of house specialist providing a highly professional and caring reception service whilst ensuring that the reception area is kept to Tuath’s high standards.You will provide a quality customer service, provide clear solutions to customer queries, and handle queries and complaints in a professional, courteous and helpful mannerThe following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below and annual KPIs dependent upon the requirements of the organisation.KEY RESPONSIBILITIES (Functional):1. Provide efficient and effective customer service, handling a variety of customer requests.2. Providing information and guidance.3. Office management duties that include the booking, preparation and management of meeting rooms for their locality, ensuring facility upkeep contacts are in place and functional and also ordering of stock for their office.4. Undertake facilities management that includes the communication and coordination of works as required.5. Address enquires effectively work across teams to secure updates and outcomes for customers.6. Provide a quality customer service, provide clear solutions to customer queries, and handle queries and complaints in a professional, courteous and helpful manner.7. To ensure that call answering is inline within set targets for handling and customer satisfaction.8. Understand and address customer needs, supporting understanding amongst colleagues delivering and developing services.9. Ensure that Reception areas are kept to a high standard.10. Complete transactions, including taking payments, following the appropriate protocols.11. Ensure that every customer contact is reflected in key customer information being updated on our housing management system and customer contact system.12. Uphold Tuath’s policies and procedures, including health and safety requirements, and actively participate in promoting service quality improvements.13. Maintain an excellent understanding of customer interactions and use available technologies to provide information and support for customers.14. Be pro-active in the development and maintaining of strong networks andrelationships with colleagues across the organisation and agencies, to ensure excellence in service delivery.Essential Skills, Qualifications, and Experience:15. Clear understanding of operational services provided at Tuath locality offices.16. Knowledge of customer service and conflict resolution.17. Familiarity with excellent customer experience tools and approaches.18. Ability to deliver high-quality, customer-focused services.19. Strong communication skills, verbally and in writing.20. Problem-solving skills and the ability to evaluate situations and take appropriate actions.21. Self-motivated with the ability to work with minimal supervision.22. Able to work as part of a team and contribute to a positive working environment.23. Open to working flexible hours, location, including evenings, weekends, and occasional public holidays.KEY RESPONSIBIITIES (Organisational):24. Provide input into the Operational plans.25. Adopt a collaborative and supportive approach, maintaining up to date professional knowledge and providing advice and assistance to colleagues as required.26. Provide statistical data, information, and testimonials for annual report.27. In all aspects of the company’s work, promote effective communications, excellence in customer service, and a focus on continuous improvement.28. Be pro-active in the development and maintaining of strong networks and relationships with colleagues and in other organisations and agencies, to ensure excellence in service delivery.Health and Safety Responsibility:29. To conduct all activities in a manner which is safe to yourself and others. To be aware and to act in accordance with the Association’s Health and Safety Policy.30. Ensure all appropriate health and safety risk assessments are in place and making sure colleagues are aware of and adhere to any specific instructions and use personal protective equipment where required. Ensure that team members are aware of any risks associated with their role, adhere to any specific instructions, and use personal protective equipment where required.
