About the role....

This role plays a key part in delivering a high-quality, front-facing customer service to residents, visitors, and partners during daytime operational hours.

As the first point of contact, the post-holder will provide a professional, welcoming, and efficient service at reception, responding to queries, supporting residents, and coordinating with internal teams to ensure a smooth and positive customer experience.

The role is primarily weekend-based (Saturday and Sunday), with flexibility required to cover weekday shifts during periods of annual leave, sickness, or increased operational demand.

Shift Patterns:

• Primary working days: Saturday and Sunday

• Shift times: 8:00am – 8:00pm

• Flexibility required to cover weekday shifts where needed

• Occasional attendance at training or meetings during weekdays

Duties & Responsibilities:

• Provide a professional, friendly, and welcoming reception service at all times

• Act as the first point of contact for residents, visitors, and stakeholders

• Manage a high volume of face-to-face, phone, and email enquiries

• Ensure all visitors are appropriately greeted, managed, and directed

• Respond to resident queries promptly and effectively

• Escalate complex issues to the relevant teams (housing, support, maintenance)

• Maintain regular communication with internal departments to resolve issues efficiently

• Promote a positive, inclusive, and supportive environment for residents

• Support the day-to-day running of the building and front-of-house services

• Manage post and parcel distribution accurately and securely

• Maintain booking systems, logs, and records as required

• Assist with coordinating appointments and service access

• Ensure communal areas are clean, safe, and welcoming throughout the shift

• Monitor activity within the building and report any concerns appropriately

• Follow all health and safety procedures, including incident reporting

• Support emergency procedures in line with organisational policy

• Accurately record interactions, incidents, and tasks using internal systems

• Maintain shift handover notes to ensure continuity of service

• Follow organisational processes and procedures consistently

• Work collaboratively with colleagues across departments

• Provide cover for colleagues during absences and busy periods

• Attend team meetings and training sessions as required

Person Specification

Experience

• Experience in a customer service, front-of-house, or concierge role

• Experience working in a fast-paced, customer-facing environment

• Experience handling enquiries and resolving issues

Skills & Knowledge

• Excellent communication and interpersonal skills

• Strong customer service focus with a professional and approachable manner

• Good IT skills (e.g. Microsoft Office, email, databases)

• Ability to prioritise tasks and manage time effectively

• Understanding of confidentiality and professional boundaries

Abilities

• Ability to remain calm and professional under pressure

• Ability to problem-solve and respond to a range of situations

• Ability to build positive relationships with a diverse range of people

Personal Qualities

• Friendly, approachable, and reliable

• Proactive and organised

• Patient, empathetic, and respectful

• Honest and dependable

Desirable

• Experience in supported housing, residential settings, or community services

• Knowledge of safeguarding and resident welfare practices