Overview
Telephonist & Reception Coordinator - Edinburgh at 7IM. Primary role: To ensure the professional management of the STORM telephony system; ensuring all incoming calls into the main 7IM & PWM switchboard (London & Edinburgh offices) are answered in a timely manner, routed correctly and messages received are passed on accurately. Current calls are 1500-2500 per month (avg. 75-100 per day).
Responsibilities
* Answer incoming phone calls to the required standard, giving callers an excellent first impression of 7IM.
* Provide monthly stats within 5 working days of the month end to the Head of Office Services & Facilities.
* Look at trends and call flows and suggest ways to improve client experience for the caller.
* Daily task of generating new clients Welcome Letters; includes creating letters, proofreading, printing and sending multiple letters daily.
* Dealing with daily incoming mail, alongside the Reception Manager, processing, scanning and distributing.
* Meet and greet external visitors, liaise with the 7IM member of staff due at each meeting.
* Assist with the set up & set down of meeting rooms during large events, this will include physical moving of tables & chairs.
* Assist with the set up of large catered events up to 50 people for client/staff breakfasts & lunches and possible evening works on some occasions (rarely).
* Archiving company documents and sending to offsite storage, whilst maintaining accurate logs in Excel.
* Undertake specific tasks relating to general office services; assist with front of house meeting room set ups and set downs where needed, to include ordering catering, consumables, tea/coffee supplies and refreshments for meetings.
* Provide cover for the Reception Manager during holiday/sickness where necessary.
* Book travel – in-line with the company travel policy and sustainability drive.
* Offer general help to all visitors where appropriate (i.e. book taxis, offer directions to nearest public transport/local amenities if prompted).
* Maintain a clean and tidy reception area, ensuring the most current literature is in the display rack and newspapers/magazines are current.
* First Aid and Fire Marshal roles will be expected to be undertaken by this individual.
* Monthly company credit card reconciliations to be carried out within 5 days of the statement billing date and submitted to Finance on Proactis accounting system.
* Regular Compliance and Business Conduct training modules to be completed monthly.
* Additional tasks, as reasonably required by the Reception Manager.
About You
Knowledge
* Previous telephony and switchboard experience desired, though not essential.
* Good working knowledge of Microsoft Office packages is essential, particularly Word/Excel/Outlook/Teams.
* Excellent organisational, time management and administrative skills.
Qualifications
* Educated to a GCSE standard or above.
* Hospitality/Customer Services qualifications are desirable.
Skills/Other Relevant Information
* This is a 5 day a week in the office role.
* Knowledge of Financial Services would be beneficial but is not essential.
* Be able to provide 5 star service, presenting the professional image of the Company, in this front of house role and superb telephone manner & etiquette.
* Excellent oral and written communication skills.
* Proactive approach and ability to use initiative.
* Confident character, able to adapt in demanding circumstances.
* Able to participate and contribute as a valued member of the office services team.
* Ability to work under pressure, whilst remaining calm and composed.
* Good attention to detail.
* Self starting and able to work autonomously.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
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