Position Title: Military & Family Readiness Technician / Front Desk Administrator
Location: Military & Family Readiness Center (M&FRC), RAF Lakenheath, United Kingdom
Work Schedule: Monday–Friday, 07:30–16:30 (excluding U.S. Federal and U.K. Bank Holidays)
Key Responsibilities
Virtual Customer Support
* Answer and route all incoming telephone calls during business hours.
* Respond to customer inquiries via phone, email, and online platforms within required timeframes.
* Provide accurate information, referrals, and directory assistance for on-base and off-base resources.
* Maintain and update referral and resource lists on a weekly basis.
* Monitor organizational email inboxes and elevate complex issues to appropriate M&FRC staff.
* Send appointment and workshop reminders at least 24 hours in advance.
In-Person Reception & Customer Intake
* Greet walk-in customers within five (5) minutes of arrival.
* Conduct initial intake assessments and assist with completion of required forms and documentation.
* Provide guidance on available M&FRC programs, services, and resources.
* Maintain sign‑in systems and accurately log all customer visits.
* Ensure reception and resource areas remain clean, organized, and stocked with current materials.
Scheduling & Calendar Management
* Schedule customer appointments, workshops, and classes using government‑approved systems.
* Manage calendars for Community Readiness Consultants (CRCs), Community Readiness Specialists (CRSs), and classroom spaces.
* Coordinate scheduling support for outreach events and community activities as directed.
* Create and maintain customer records and upload all required intake documentation.
Qualifications & Skills
Required Qualifications
* Strong customer service and administrative support experience.
* Proficiency with office software, email systems, and data entry platforms.
* Ability to manage multiple tasks, calendars, and customer interactions accurately.
* Excellent verbal and written communication skills.
* Ability to work independently under contractor supervision.
Preferred Qualifications
* Experience supporting military, government, or community service organizations.
* Familiarity with appointment scheduling systems or case management platforms.
* Experience working in a front desk or customer intake environment.
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