Job Overview
We are seeking a highly organized and customer-focused Front Desk Agent to join our team. The ideal candidate will be the first point of contact for our clients and visitors, providing exceptional service while managing various administrative tasks. This role requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment.
PLACE OF PERFORMANCE: RAF Lakenheath, United Kingdom
PERIOD OF PERFORMANCE
The period of performance for this contract shall consist of a Base Year and four (4) Option Years. The contract is anticipated to begin on 30 September 2025.
Schedule: Base hours of operation are 07:30 – 16:30.
Responsibilities
Objective 1 – VIRTUAL CUSTOMER SUPPORT
* shall answer and route all incoming telephone calls during business hours; take clear and complete messages and forward them to the appropriate M&FRC staff within three (3) business hours.
* shall respond to customer inquiries received by telephone, email, and online platforms within one (1) business day.
* shall provide accurate directory assistance and information and referral to relevant on-base and off-base agencies.
* shall maintain and update a resource list of current on- and off-base services weekly to support referral accuracy.
* shall monitor and manage organizational email account(s) and workflow inboxes; escalate complex issues to the appropriate Community Readiness Consultant (CRC) or Specialist (CRS) within one (1) business day.
Objective 2 – IN-PERSON SERVICES AND RECEPTION
* shall greet and assist walk-in customers within five (5) minutes of arrival, conduct initial assessments, and support completion of required documentation (e.g., SoUs, PRIs, AFAS vouchers).
* shall provide instruction on and access to M&FRC resources and refer customers to the appropriate internal programs or staff.
* shall maintain and monitor sign-in systems and accurately log customer visits.
* shall ensure the reception area and Resource Discovery Room are clean, organized, and fully stocked with current materials, with updates made at least weekly.
* shall track and document all services in the AFFIRST system within one (1) business day, IAW the AFFIRST Desk Guide.
Objective 3 – SCHEDULING
* shall manage appointment calendars for Community Readiness Consultants (CRCs), Community Readiness Specialists (CRSs), and classroom/event spaces.
* shall coordinate M&FRC participation in community outreach activities and events as directed by M&FRC leadership.
* shall create and maintain customer records in AFFIRST, ensuring all intake documents and current Statements of Understanding (SoUs) are uploaded and complete.
ADMINISTRATIVE TASKS
* shall maintain and regularly update internal tracking documents (e.g., spreadsheets, logs) to ensure accurate reflection of front desk activity and customer engagement.
* shall conduct general administrative tasks including scanning/uploading documents, tracking loan locker checkouts and returns, and monitoring office supply needs.
* shall accurately document all customer services in the AFFIRST system within one (1) business day, following the AFFIRST Desk Guide
Requirements
* Previous experience in a front desk or administrative role is preferred.
* Strong customer service skills with a focus on client satisfaction.
* Proficiency in computer skills, including Microsoft Office Suite and Google Workspace.
* Familiarity with multi-line phone systems and excellent phone etiquette.
* Bilingual candidates are highly desirable for effective communication with diverse clientele.
* Strong organizational skills with the ability to manage time effectively.
* Experience in clerical tasks such as data entry, filing, and proofreading is essential.
* Background in dental or medical reception is a plus but not mandatory.
* Personal assistant experience or office management experience will be considered an advantage. Join our team as a Front Desk Agent where your contributions will be valued, and your career can thrive in a supportive environment
Job Types: Full-time, Temporary
Contract length: 12 months
Pay: £12.21-£22.33 per hour
Expected hours: 45 per week