Job summary St Catherines Hospice seeks a conscientious, organised and compassionate Reception Supervisor to oversee the front desk operation. In this varied role, you will be responsible for the rota schedule and recruitment and training of volunteers. The reception supervisor will possess strong time management and organisation skills to carry out various administrative tasks and will lead the reception team to ensure a sensitive and professional manner is maintained Main duties of the job Candidates must have: Previous experience in a team leader/supervisor role Experience of providing excellent customer service to the public The ability to empathise with patients, relatives and visitors. Experience of reception work About us Other benefits include: Ample, free parking in the beautiful grounds of St Catherines Park Access to training and development opportunities Generous annual leave entitlement of 36 days per year (inclusive of Bank Holidays) An additional wellbeing day to be taken on your birthday or nearest working day Access to a competitive pension scheme Eligible to apply for a blue light card which offers a host of discounts Access to an employee assistance programme with free confidential counselling Date posted 22 October 2024 Pay scheme Other Salary £24,616 a year Contract Permanent Working pattern Full-time Reference number B0150-24-0014 Job locations Lostock Lane Lostock Hall Preston PR5 5XU Job description Job responsibilities Main Duties Reception: Create and oversee a reception space that is welcoming, tidy and organised and also supports the hospices income generating efforts - such as promoting hospice events, campaigns, money boxes - through appropriate communications, conversations and signposting Manage the switchboard to ensure professional and sensitive handling of calls Supervise the day-to-day operations of the reception area and cover reception when necessary Manage, support and advocate for reception volunteers Manage the reception schedule, ensuring all shifts are covered Recruit and train reception volunteers Manage reception email inbox and clinical room bookings Strict management of patient information, adhering to GDPR requirements, and managing visitor access in line with patient wishes through liaising with inpatient unit staff, whilst maintaining confidentiality Direct attendees to clinics Responsible for procedures and processes in and around the reception area, taking a continuous improvement approach Broader responsibilities: Maintain office equipment and contracts Responsible for procurement and budgets for stationery and printing Arrange the packing and distribution of the hospice newsletter packs to supporters Manage the distribution of hospice incoming mail and deliveries Preparation of thank you letters Utilize DonorFlex system to update donor information and marketing preferences Adhere to the hospice data protection policy in connection with the giving of information to external parties Income generation remit: Responsible for encouraging Gift Aid whilst accepting donations and actively promoting it where appropriate Administrating and reporting on Gift Aid, ensuring compliance with Gift Aid rules Assist in accepting donations via reception and taking donations over the phone Making visitors aware of ways to support the hospice where appropriate, and coaching the team to do the same Line management: Conduct regular 1:1 with reception staff, and annual performance reviews Manage and support reception volunteers Report maintenance and near miss concerns Job description Job responsibilities Main Duties Reception: Create and oversee a reception space that is welcoming, tidy and organised and also supports the hospices income generating efforts - such as promoting hospice events, campaigns, money boxes - through appropriate communications, conversations and signposting Manage the switchboard to ensure professional and sensitive handling of calls Supervise the day-to-day operations of the reception area and cover reception when necessary Manage, support and advocate for reception volunteers Manage the reception schedule, ensuring all shifts are covered Recruit and train reception volunteers Manage reception email inbox and clinical room bookings Strict management of patient information, adhering to GDPR requirements, and managing visitor access in line with patient wishes through liaising with inpatient unit staff, whilst maintaining confidentiality Direct attendees to clinics Responsible for procedures and processes in and around the reception area, taking a continuous improvement approach Broader responsibilities: Maintain office equipment and contracts Responsible for procurement and budgets for stationery and printing Arrange the packing and distribution of the hospice newsletter packs to supporters Manage the distribution of hospice incoming mail and deliveries Preparation of thank you letters Utilize DonorFlex system to update donor information and marketing preferences Adhere to the hospice data protection policy in connection with the giving of information to external parties Income generation remit: Responsible for encouraging Gift Aid whilst accepting donations and actively promoting it where appropriate Administrating and reporting on Gift Aid, ensuring compliance with Gift Aid rules Assist in accepting donations via reception and taking donations over the phone Making visitors aware of ways to support the hospice where appropriate, and coaching the team to do the same Line management: Conduct regular 1:1 with reception staff, and annual performance reviews Manage and support reception volunteers Report maintenance and near miss concerns Person Specification Qualifications Essential Essential Qualifications Educated to GCSE level (including English and Maths) or recognised equivalent Experience Essential Relevant Experience Experience in a supervisor or team leader role and managing shift rotas. Previous experience of reception work/administration Experience of providing excellent customer service to the public Appropriate attitude and aptitude to manage and support volunteers Desirable Previous money and card machine handling experience. Use of a databases and CRM systems. Use of Microsoft packages Previous experience of working in health care or related setting. Working with volunteers. Knowledge of Gift Aid. Dealing with sensitive situations Key Skills and Abilities Essential Key Skills and Abilities Excellent communicator, both written and verbal Empathetic with the ability to respond to sensitive and challenging situations Organised, self-motivated team player with ability to take initiative, multi-task and work under pressure, delivering on deadlines Ability to handle sensitive information appropriately, maintaining confidentiality and adhering to data protection. Can deal with and manage conflict in a calm professional manner Able to prioritise and delegate where appropriate Other Sufficient personal resources to work effectively in a palliative care setting Commitment to personal and professional development An understanding of and demonstrable commitment to the Hospices Values as a framework for decisions, actions and behaviours. Understanding and commitment to the aims of Equality, Diversity and Inclusion Ability to work flexibly within the hospice when required. This may include occasional evenings and weekends. Commitment to the aim, philosophy and ethos of the Hospice Carry out any other duties commensurate with your role as required by the CEO and Directors team. Person Specification Qualifications Essential Essential Qualifications Educated to GCSE level (including English and Maths) or recognised equivalent Experience Essential Relevant Experience Experience in a supervisor or team leader role and managing shift rotas. Previous experience of reception work/administration Experience of providing excellent customer service to the public Appropriate attitude and aptitude to manage and support volunteers Desirable Previous money and card machine handling experience. Use of a databases and CRM systems. Use of Microsoft packages Previous experience of working in health care or related setting. Working with volunteers. Knowledge of Gift Aid. Dealing with sensitive situations Key Skills and Abilities Essential Key Skills and Abilities Excellent communicator, both written and verbal Empathetic with the ability to respond to sensitive and challenging situations Organised, self-motivated team player with ability to take initiative, multi-task and work under pressure, delivering on deadlines Ability to handle sensitive information appropriately, maintaining confidentiality and adhering to data protection. Can deal with and manage conflict in a calm professional manner Able to prioritise and delegate where appropriate Other Sufficient personal resources to work effectively in a palliative care setting Commitment to personal and professional development An understanding of and demonstrable commitment to the Hospices Values as a framework for decisions, actions and behaviours. Understanding and commitment to the aims of Equality, Diversity and Inclusion Ability to work flexibly within the hospice when required. This may include occasional evenings and weekends. Commitment to the aim, philosophy and ethos of the Hospice Carry out any other duties commensurate with your role as required by the CEO and Directors team. Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name St Catherine’s Hospice Address Lostock Lane Lostock Hall Preston PR5 5XU Employer's website https://www.stcatherines.co.uk (Opens in a new tab)