Welcome Officer
To have an informal chat about working for us or to discuss access requirements for disabled applicants contact the People team using the chat function on our careers page or calling 020 7476 6062.
We usually respond within three days
We're looking for a Welcome Officer to join Your Place and be part of our dedicated team to help us with our mission to solve homelessness in east London, one person at a time!
About the role
Based within the Customer Service team, this role will be responsible for the provision of a professional customer focused front of house service for the organisation’s internal and external stakeholders and visitors to Your Place.
The role requires a flexible approach to the job and will work as part of a team delivering a professional service to residents of Your Place, employees, supporters and any visitors to the organisation.
Salary: £25,713 - £27,000 annual salary
Contract: Permanent
Hours: 37.5 Monday to Sunday
Location: Canning Town
Other responsibilities include
- To provide the Customer Service Team with support and to provide the main reception cover, dealing with enquiries on the telephone and at reception from residents, applicants for housing, contractors and any other visitors. Taking responsibility for the resolution of any query by dealing with the matter where possible or referring the matter to the appropriate team member. This will include the provision of feedback to residents on the progress of their enquiry.
- To ensure all staff, visitors and residents have appropriate key cards for entry into the areas they are allowed into. To liaise with contractors to ensure all maglocks are working accordingly.
- To monitor access and only admit into the building only permitted people in line with Your Place policy and procedure
- To closely monitor live CCTV and report any concerns as required.
- To help with evacuation as fire wardens.
- To provide administrative support to the Customer Service Team Leader and Seniors, for example photocopying or filing.
- To assist in the preparation of reports and statistics.
- To book appointments for both Housing and Revenue team if query can’t be dealt with at the front desk.
- To assist with when required to receive cash payments and record accordingly and complete end of shift reports in line with Your Place
- To assist the customer service team when required to process housing applications and carry out related administrative tasks.
- To provide administrative support to Housing Officers dealing with housing management issues including car parking permits, administration of the central records, general communications, mail merges, sending out newsletters and standard correspondence including assisting in sending out statements, rent increase letters and notifications of meetings.
- To log, acknowledge and distribute incoming post and to ensure outgoing post is franked and posted.
- To ensure that maximum use is made of IT systems, supporting the development of information systems to enhance the service provided.
- Work alongside residents and team members across the organisation to improve customer experience.
- To attend meetings internally as and when necessary, for example, Directorate, Management and planning meetings.
- To undertake such other duties within the competence of the post holder which may be required from time to time.
About you
- Experience of dealing with members of the public in a customer-focused/front of house environment.
- Experience of office administration systems
- Understanding and experience of working in a customer focused environment
- Experience of working as part of a team and also working independently
- Experience of working with software applications including Microsoft office and bespoke IT Systems.
- Strong organisational skills, with the ability to meet deadlines and prioritise workloads.
- Able to take ownership and deliver excellent customer service in a professional and confident manner
- Demonstrate a positive, flexible approach to team working.
- Ability to communicate with residents and colleagues effectively.
- Ability to provide customer focused and responsive services.
- Ability to organise and priorities own workload with minimum supervision.
- Ability to understand and meet the needs of customers to ensure excellent customer service.
- Ability to understand community issues as well as current housing issues.
- Ability to communicate and work effectively with other agencies
- Ability to prepare and present information concisely and clearly and adapt communication for a range of audiences, including the ability to influence, negotiate and persuade.
- Willingness to work flexible hours to meet the needs of the service
- Patient and pro-active
- Demonstrate a positive attitude towards your own development including embracing the personal development review process
- Commitment to the values of diversity and inclusion
- Demonstrate a positive attitude and ability to look for solutions and opportunities in a changing environment
Experience
Skills and Knowledge
Abilities
Personal attributes
About applying
When applying don't forget to answer the questions in our application process to tell us more about how you meet the skills, knowledge, and experience to be successful in this role.
At Your Place, we are passionate about creating an inclusive workplace that promotes and values diversity. We know through experience that the different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better resident outcomes. We welcome applications irrespective of peoples age, disability, sex, gender, identity and gender expression, race or ethnicity, religion or belief, sexual orientation or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of reasonable adjustments for people who have a disability.
This post is subject to an Enhanced DBS check and a right to work in the UK.
- Locations
- Your Place @ Anchor House
- Remote status
- Hybrid Remote
Your Place @ Anchor House
Our offer
-
Holidays 🌴
Time off to do as you please - you'll get 25 days, rising one day annually up to 30 days, plus bank holidays. -
Wellbeing 💚
We've also got reimbursements for the costs of a gym membership, a 24-hour confidential helpline for practical and emotional support (for your work or personal life), a cycle to work scheme, and activities like group yoga classes too. -
Pension 💷
Your pension will be with TPT Retirement Solutions and we match what you pay into your pension up to 7.5%. Extra money for your retirement! -
Career development 📚
We all know having the opportunity to develop in your career is really important to people, so we've got different options depending on what suits your role best. It could be getting a recognised qualification, doing some internal training, working towards professional accreditation, or having a membership to a professional body. -
Flexible working 🕘
We want to help you achieve the best work-life balance possible. We have made some promises to our residents about when we are around, so we just need to have the needs of your team in mind as well as the organsiation, to get the best out of it. -
Employee socials 📅
Fun at work is important too! Some of our teams help organise social events in the summer and winter - get involved! -
Office equipment 💻
You'll get the best possible IT equipment and if your role involves working remotely, you can order items like desks, chairs or other equipment to help with your comfort and wellbeing. -
Discounts 🛒
You'll have access to discounts for holidays, shopping, eating out, and loads more with our Proud to Care scheme. -
Family friendly 👪
We have a variety of family-friendly leave available to all employees for maternity, paternity, and adoption. -
We've put together this employee benefits package to make sure we give our best so you can give yours!
About Your Place
Your Place where homelessness is solved one person at a time.
Your Place is much more than somewhere to call home. We work one-to-one with people experiencing homelessness, helping them to regain their self-belief and rebuild their lives. We can’t end homelessness for everyone overnight. But we can solve it one person at a time.
We run two main services from our base at 81 Barking Road - our core hostel (which accounts for approximately 80% of our bed spaces) supporting people experiencing homelessness with low to medium support needs, as well as our intensive support service for people who need extra help on their journeys.
You can find out more about how we help people by visiting our website.
Registered Charity No. 1147794 - in England and Wales
Registered Company No. 08075329 - in England and Wales
Registered Office: 81 Barking Road, London, E16 4HB
Welcome Officer
To have an informal chat about working for us or to discuss access requirements for disabled applicants contact the People team using the chat function on our careers page or calling 020 7476 6062.
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