Reception Supervisor

Job description

Job responsibilities

Main Duties

Reception:

Create and oversee a reception space that is welcoming, tidy and organised and also supports the hospices income generating efforts - such as promoting hospice events, campaigns, money boxes - through appropriate communications, conversations and signposting

Manage the switchboard to ensure professional and sensitive handling of calls

Supervise the day-to-day operations of the reception area and cover reception when necessary

Manage, support and advocate for reception volunteers

Manage the reception schedule, ensuring all shifts are covered

Recruit and train reception volunteers

Manage reception email inbox and clinical room bookings

Strict management of patient information, adhering to GDPR requirements, and managing visitor access in line with patient wishes through liaising with inpatient unit staff, whilst maintaining confidentiality

Direct attendees to clinics

Responsible for procedures and processes in and around the reception area, taking a continuous improvement approach

Broader responsibilities:

Maintain office equipment and contracts

Responsible for procurement and budgets for stationery and printing

Arrange the packing and distribution of the hospice newsletter packs to supporters

Manage the distribution of hospice incoming mail and deliveries

Preparation of thank you letters

Utilize DonorFlex system to update donor information and marketing preferences

Adhere to the hospice data protection policy in connection with the giving of information to external parties

Income generation remit:

Responsible for encouraging Gift Aid whilst accepting donations and actively promoting it where appropriate

Administrating and reporting on Gift Aid, ensuring compliance with Gift Aid rules

Assist in accepting donations via reception and taking donations over the phone

Making visitors aware of ways to support the hospice where appropriate, and coaching the team to do the same

Line management:

Conduct regular 1:1 with reception staff, and annual performance reviews

Manage and support reception volunteers

Report maintenance and near miss concerns

Person Specification

Qualifications

Essential

• Essential
• Qualifications
• Educated to GCSE level (including English and Maths) or recognised equivalent

Experience

Essential

• Relevant Experience
• Experience in a supervisor or team leader role and managing shift rotas.
• Previous experience of reception work/administration
• Experience of providing excellent customer service to the public
• Appropriate attitude and aptitude to manage and support volunteers

Desirable

• Previous money and card machine handling experience.
• Use of a databases and CRM systems.
• Use of Microsoft packages
• Previous experience of working in health care or related setting.
• Working with volunteers.
• Knowledge of Gift Aid.
• Dealing with sensitive situations

Key Skills and Abilities

Essential

• Key Skills and Abilities
• Excellent communicator, both written and verbal
• Empathetic with the ability to respond to sensitive and challenging situations
• Organised, self-motivated team player with ability to take initiative, multi-task and work under pressure, delivering on deadlines
• Ability to handle sensitive information appropriately, maintaining confidentiality and adhering to data protection.
• Can deal with and manage conflict in a calm professional manner
• Able to prioritise and delegate where appropriate
• Other
• Sufficient personal resources to work effectively in a palliative care setting
• Commitment to personal and professional development
• An understanding of and demonstrable commitment to the Hospices Values as a framework for decisions, actions and behaviours.
• Understanding and commitment to the aims of Equality, Diversity and Inclusion
• Ability to work flexibly within the hospice when required. This may include occasional evenings and weekends.
• Commitment to the aim, philosophy and ethos of the Hospice
• Carry out any other duties commensurate with your role as required by the CEO and Directors team.

Disclosure and Barring Service Check

This 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 (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

St Catherine’s Hospice

Address

Lostock Lane

Lostock Hall

Preston

PR5 5XU

Employer's website

https://www.stcatherines.co.uk (Opens in a new tab)