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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).
This role will also involve working alongside the Reception Manager in maintaining 4 client meeting rooms, setting up and down for large events, and supporting these events (phone answering will be covered by the extended Office Services team in London). Additionally, providing daily administrative tasks, including creating and sending client ‘welcome letters’ while covering phone duties.
The successful candidate will have a genuine caring manner and deliver a high level of service to both clients and staff.
Responsibilities
1. Answer incoming phone calls to a high standard, creating an excellent first impression of 7IM.
2. Provide monthly stats within 5 working days of the month-end to the Head of Office Services & Facilities.
3. Analyze call trends and flows, and suggest improvements to enhance client experience.
4. Generate and send ‘Welcome Letters’ to new clients, including creating, proofreading, printing, and mailing.
5. Manage incoming mail, processing, scanning, and distributing alongside the Reception Manager.
6. Meet and greet external visitors, liaising with the relevant 7IM staff.
7. Assist with the setup and takedown of meeting rooms during large events, including moving furniture.
8. Support the setup of catered events for up to 50 people, including breakfasts, lunches, and occasional evening events.
9. Archive company documents and manage logs for offsite storage.
10. Assist with general office services, including ordering supplies and refreshments.
11. Provide cover for the Reception Manager during holidays or sickness.
12. Book travel in accordance with company policies and sustainability goals.
13. Assist visitors with taxis, directions, and local information.
14. Maintain a tidy reception area with current literature and newspapers.
15. Undertake First Aid and Fire Marshal roles as required.
16. Reconcile company credit card statements within 5 days and submit to Finance.
17. Complete monthly Compliance & Business Conduct training modules.
18. Perform additional tasks as reasonably required by the Reception Manager.
About You
Knowledge
* Previous telephony and switchboard experience preferred but not essential.
* Proficient in Microsoft Office (Word, Excel, Outlook, Teams).
* Excellent organizational, time management, and administrative skills.
Qualifications
* Educated to GCSE standard or above. Hospitality/Customer Service qualifications are a plus.
Skills & Other Info
* This is a full-time, 5-day-a-week office role.
* Knowledge of Financial Services is beneficial but not required.
* Ability to deliver 5-star service, maintain a professional image, and exhibit superb telephone etiquette.
* Excellent oral and written communication skills.
* Proactive, confident, adaptable, and able to work under pressure.
* Attention to detail, self-motivated, and capable of working independently.
Additional Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Customer Service
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