Purpose of the Post: Working within The Live Well Centre, this is a reception based role that receives, records and resolves business and client contacts on the phone, face-to-face and online - playing a key role in delivering the Council’s Customer Charter and supporting the operational management of The Live Well Centre. As part of the wider Public Health South Tees team, the post holder will provide excellent customer service to the diverse range of people who utilise The Live Well Centre, in order to support their health, wellbeing and professional needs. By keeping Public Health assets in good working order, whilst creating a comfortable environment for staff and service users alike. The post will aid in the mentorship of apprenticeships in a similar role and provide guidance, and responsible decision making as part of the day to day operations of the team Duties and Responsibilities: As the first point of contact for all Live Well Centre customers - acting as an ambassador for the center and maintaining a consistent focus on the needs of each customer through a person-centered approach. This will include some weekend and out-of-hours support on a rota’d basis. Undertake call handling duties in a friendly, professional and efficient manner, recording contacts as appropriate, and acting-on a wide range of requests that may require: liaison with the wide range of services and professionals at The Live Well Centre; information processing and/or client screening and triage. Welcome customers to The Live Well Centre and support them to access services and information that best support their needs, recognizing that some of these needs may be multiple and complex in nature. Contribute to an ethos of ‘making every contact count’, undertaking relevant training as appropriate to support brief intervention and referral into a wide range of support services. Provide support to the operational management of The Live Well Centre, working alongside The Live Well Manager, in ensuring that booking requirements are met in a timely and professional manner and that relevant building checks and processes are adhered to, in order to ensure that the center operates safely, effectively and efficiently. Maintain a working knowledge of the Council and related public services to advise/direct customer enquiries. Support The Live Well team in maintaining an up-to-date record of local services and organisation’s that best meet local wellbeing needs. Working under the direction of The Live Well Management team in delivering-on the Centre’s marketing and communication plan, which will include: uploading content on social and digital platforms; attending and coordinating materials for promotional events Work constructively as part of a team; understanding council roles and responsibilities and own position within these; and attending and participating in relevant meetings and training that supports both role and team development. Provide guidance and mentorship for apprentices in a similar role. Provide resilience and add-capabilities to other community-based Council buildings, as appropriate, through provision of cover and support as needed. Please note ; We are moving locations and therefore assistance with the move/coordination of removal men, unpacking etc. will be required. Working base will be Dundas House, central Middlesbrough and then Cleveland Center, central Middlesbrough from Mid Dec 2024 Evenings and weekend work may be required on a rota’d basis (1 weeks advanced notice will be provided as a minimum) Corporate Responsibilities: We will make every reasonable effort to supply the necessary employment aids, equipment or adaptations to enable employees to perform the full duties of the job in accordance with the Equality Act 2010 where a post holder is disabled. You will: demonstrate a commitment to the principles of equality of opportunity and fairness of treatment in relation to employment issues and service delivery; respect all confidentialities and principles and practices of the Data Protection Act; comply with Health and Safety policies and legislation; be committed to continuous personal development, including Middlesbrough Learns; and demonstrate a commitment to the safeguarding of children and vulnerable adults, highlighting any areas of concern with the appropriate service and adhering to the policies of the Council relating to these issues. Qualifications: NVQ2 in Customer Care or equivalent qualification/experience. Good numeracy/literacy skills Knowledge and experience: Experience of working in a customer facing role. Effective use of ICT packages. Knowledge and/or experience of working in a public health role Excellent interpersonal skills Knowledge of relevant policies/codes of practice and awareness of relevant legislation