Job Outline: The main purpose of this role is to act as the first point of contact for the Charity's projects, providing a welcoming, trauma‑informed and confidential reception service alongside effective administrative support to teams. As a receptionist you will deliver front‑line support to clients who may be involved with the criminal justice system or have experienced domestic abuse, sexual exploitation or harm, responding sensitively and non‑judgementally in line with safeguarding and Safer Wales values.
About the Role: Be the Face of Professionalism and First Point of Contact
Working in a trauma‑informed, non‑judgemental and person‑centred way, maintaining high standards of organisation, confidentiality and customer care. The role involves welcoming women accessing services within the Castle House Women’s Centre.
Responsibilities
* Provide a welcoming, safe and respectful reception service, creating a positive first impression.
* Manage the switchboard and reception area to ensure efficient access to services.
* Respond calmly and sensitively to women who may be distressed or in crisis, offering immediate emotional support face‑to‑face and by telephone.
* Assess immediate needs and signpost or refer to appropriate Safer Wales services or partner agencies, supporting informed choice and engagement.
* Act as a reliable link between service users, staff, managers and external agencies.
* Build and maintain positive working relationships with partner agencies, community organisations, tenants and contractors.
* Communicate clearly and professionally, ensuring messages are passed on accurately and priorities are managed effectively.
* Handle sensitive and personal information with discretion, in line with Safer Wales policies, GDPR and safeguarding procedures.
* Recognise safeguarding concerns and respond appropriately, escalating concerns in line with organisational policy.
* Promote health, safety and security within the working environment.
* Provide high‑quality administrative support, including correspondence, reports, databases and record‑keeping.
* Coordinate internal and external room bookings and maintain staff and volunteer whereabouts information.
* Support recruitment administration, including interview scheduling and applicant communication.
* Organise and support meetings, events and conferences, including mailing lists and preparation of materials.
* Record and forward financial information accurately to the finance team.
* Work collaboratively to identify, report and coordinate building maintenance issues.
* Proactively contribute ideas to improve office systems, procedures and ways of working.
* Participate in training, supervision and professional development.
* Contribute to continuous service improvement and uphold Safer Wales values in all aspects of your work.
* Arrange pre‑contract documentation and appointments with contractors; ensure high standards of health, safety and accessibility.
Qualifications
* Strong organisational and administrative skills, with the ability to prioritise, multi‑task and remain calm under pressure.
* Excellent communication skills, friendly, professional and approachable manner.
* Experience in a reception, administrative or customer‑facing role – experience in trauma‑informed or support services is desirable.
* Confidence using office systems and technology, including Microsoft Office and databases, with willingness to learn new systems.
* A strong commitment to confidentiality, ethical practice, equality, diversity and inclusion.
* A positive attitude to new challenges and a genuine desire to make a difference.
* Ability to quickly resolve issues that arise, whether conflicts or unexpected visitor needs.
* Eligibility to work in the UK, an Enhanced DBS check and satisfactory references.
Benefits
* A competitive salary.
* Flexible working and part‑time working hours (family‑friendly) where possible.
* Generous personal pension scheme – Safer Wales pays 10 %, the employee pays 5 % of salary.
* Life Assurance Scheme – death in service benefit of four times salary.
* Annual leave entitlement of 22 days pro‑rata, increasing by 1 day in January up to a maximum of 27 days, plus 11 public and bank holidays.
* Westfield Health Foresight Care cash plan and free refreshments for all staff at the base.
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