Receptionist

Job description

Detailed job description and main responsibilities

For further information on this role, please see the attached detailed Job Description and Person Specification

• First Point of Contact: To provide a friendly and professional front-of-house reception service. Greet and welcome all patients and visitors, acting as the first point of contact and ensuring that
  everyone is treated courteously and efficiently.
• Facilities Helpdesk Duties: To serve as a central contact point for Facilities-related requests and queries. Log all incoming requests (in person, by phone, or via email) and use initiative to resolve routine issues. Exercise judgment to escalate more complex or urgent matters to the appropriate Facilities manager or service (e.g. Estates, Security) in a timely manner, ensuring no request is overlooked.
• Team Support and Flexibility: To demonstrate flexibility in supporting the wider team. Provide reception cover at other sites or departments (such as the Wallace Wing Reception and Switchboard) when required, adjusting to different working locations or shifts to maintain service continuity. Be willing to adjust working hours or take on additional relevant duties at short notice to cover for colleague absences (sickness or annual leave) or peak operational periods.
• Policy and Governance Awareness: To take personal responsibility for remaining up to date with Trust policies, procedures, and relevant government initiatives.

Person specification

Education/Qualifications

Essential criteria

• Good general education with English GCSE standard or equivalent

Desirable criteria

• Educated to diploma level, City & Guilds in Customer Service / Customer & Reception Services

Experience

Essential criteria

• Reception or Customer Service experience which demonstrates the understanding of the key function for providing a support service
• Good administrative/organisation skills

Skills Abilities/knowledge

Essential criteria

• Ability to communicate verbally in a clear and effective way to patients, visitors and staff
• Ability to take clear and concise messages
• Ability to respond to emergencies by following the appropriate Trust Procedures
• Proficient in the use of IT systems including Microsoft Word, Outlook and Excel
• Evidence of working well in a team
• Ability to develop and maintain good working relationships with all levels of staff, patients and relatives
• Confidence in making decisions when dealing with competing priorities
• Evidence of organisational skill and attention to detail
• Ability to work methodically in a busy environment and meet deadlines
• Ability to concentrate even with frequent interruptions
• Ability to handle confidential and sensitive information appropriately
• Able to demonstrate tact and diplomacy in a patient focus environment

Other Requirements

Essential criteria

• Effective in managing own time
• To adopt a flexible approach
• Able to demonstrate tact and diplomacy when dealing with patient and staff related issues
• To adhere to the Trust dress code
• To maintain a tidy and organised working environment
• A commitment to the values of equality and diversity

The Royal Marsden values diversity and is committed to the recruitment and retention of underrepresented minority groups. We particularly welcome applications from Black, Asian and minority ethnic candidates, LGBTQ+ candidates and candidates with disabilities.

As a Disability Confident Employer, we are working to create a workplace that enables all staff to reach their full potential. We are committed to this because we know that greater diversity and inclusion will lead to an even greater positive impact for the people we serve.

Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. We advise you to submit your application as early as possible to prevent disappointment. Please ensure your information is accurate to avoid errors with processing your application

All applicants will be contacted by email to the address supplied on your application. Applicants are advised to check their email accounts regularly and to ensure that email filters are set to allow our emails.

Flu Vaccination - What We Expect of our Staff

At The Royal Marsden we have an immune compromised patient population who we must protect as much as we can against the flu virus. Each year, seasonal flu affects thousands of people in the UK. Occurring mainly in winter, it is an infectious respiratory disease capable of producing symptoms ranging from those similar to a common cold, through to very severe or even fatal disease.

The wellbeing of our staff and patients is of the upmost importance to us, and it is the expectation of The Royal Marsden that all patient-facing staff have an annual flu vaccination, provided free of charge by the Trust.

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