RECEPTIONIST ROLE DESCRIPTION 

Purpose of Role: 

The aim of receptionist is to manage client contact with the bureau by giving clients a clear explanation of the service, waiting time etc. Reception staff will be dealing with people returning for appointments, and may be answering the telephone. The reception process may be influenced by the layout of the bureau.

Responsible to: Bureau Manager, Advice Session Supervisor

Location: Any one of the four Barnet bureaux  

Principal Tasks and Responsibilities:

• Greeting the client; Explaining the procedure(s), information about the service and approx waiting time etc;
• Asking client to write down their details (personal details and nature of the enquiry);
• Any special needs logged;
• Provide clients with information about bureau services and if requested, contact details of other agencies;
• Identifying return clients case number and finding case file. Entering new client's details on CASE;
• Keeping clients informed of delays etc;
• Client should not be asked to discuss their problems in a public waiting area. Some bureaux have used their reception services to sort clients for specific services (e.g. LSC contracts);

Personal skills and qualities a Receptionist needs:

• Approachable
• Good time management
• Disciplined
• Good co-ordination between clients, supervisors and managers
• Computer literate
• Smart appearance
• Polite 
• Friendly
• Efficient
• Helpful
• Clear speech
• Professional telephone manner
• Calm
• Assertive under pressure

Training:

There will be training in the following areas:

- Introduction to the bureau and the service
- Our aims and principles
- Explanation of the bureau’s general policies & procedures
- Understanding the reception role; and understanding the gateway process
- Managing the reception process
- Establishing contact with clients and callers
- Providing information on the service to clients
- Recording client details
- Keeping records  

Self Learning Training may also be required.

Developing basic skills

- Understanding clients
- ‘Skills for helping clients
- Main Enquiry Areas’ Developing further skills
- Assertiveness
- Helping angry and upset clients

Contact Details:
Please email the Recruitment Administrator, Debbie Mattana at This e-mail address is being protected from spambots. You need JavaScript enabled to view it.