emergency call centre jobs

**The schedule for this vacancy is Tuesday and Wednesday: 17:00 –21:30 (9 hours per week)**

This role is pro rata so the salary you will be receiving is £4,612.27 per annum. For any roles that start part way through the academic year, the annual salary will be pro rata to the remaining months.

PROTECTION OF CHILDREN AND YOUNG PERSONS (THE CHILDREN’S ACT 1989)

Any offers of appointment will be subject to a Disclosure and Barring Service (DBS) check (formerly CRB), a certificate of good conduct if applicable, plus receipt of satisfactory references, Occupational Health clearance, an understanding of safeguarding and qualifications verification. An Enhanced DBS check is required for this position as you will be working within 'Regulated Activity' within a specific place (i.e. the College).

This role is classed as working within Regulated Activity. It is an offence to apply for this role if you are barred from engaging in regulated activity relevant to children. By applying for this position, you agree to an Enhanced DBS check in line with DBS regulations.

https://blob.wcg.ac.uk/pdf/child-protection-procedure-a5e67894d353c2adb6ac53c08ce6e758.pdf

BACKGROUND TO THE POST

The Reception is the front face of the WCG. It is the place where a customer first enters and gets an impression about the whole organisation, including its reputation and degree of professionalism.

Our evening Receptionists deliver a friendly, efficient customer service to the college group’s stakeholders, such as students, customers and colleagues. They create a warm and welcoming atmosphere for all of our guests, with the key aim of retaining and attracting new customers.

To be the Receptionist for Rugby College in the evening, requires you to act as the Fire evacuation officer for this college. The post requires you to work as a receptionist/fire evacuation officer in the event of a fire or emergency incident supporting staff based at the College.

Our Reception staff are required to wear our corporate colours of red and black whilst on duty.

DUTIES AND RESPONSIBILITIES

● Required to implement emergency procedures, including acting as the Fire evacuation officer (training will be provided).

● The evening Receptionist is responsible for answering phone enquiries for Rugby College. They will handle all enquiries in a professional and courteous manner, in person, on the telephone or via e-mail, administer all bookings and support the enrolment of students at the centre in line with company processes.

● The post holder will deliver excellent customer service and assist in keeping the reception and surrounding area looking clean and tidy at all times

● The post holder will provide directions around the college, general information and should be smartly presented

● The post holder will be responsible for keeping up to date with current promotions and ensuring marketing and promotional materials are replenished and up to date. They will provide information to visitors on request.

● The post holder will ensure that the visitor/security record of all visitors is maintained at all times, and that all visitors receive an ID badge in line with college policy.

● They will be responsible for ensuring that college cars are booked out appropriately and all paperwork is completed correctly.

● You are required to maintain high standards of customer services at all times helping to resolves problems raised by staff, students and members of the public visiting the College.

● Report incidents which need to be escalated to the College managers or your Line Manager where appropriate. Incident reporting conducted via the Health and Safety guidelines.

● Liaise with on-site Estate Wardens as appropriate.

● Be aware of the evening class provision and support the enrolment team helping to enrol students for PT evening courses.

● Support Applicant / Open Events held during evenings where appropriate.

● Liaise with the course organisers concerning evening provision and support evening class tutors with registers, contacting IT support and Exams teams where necessary.

● Act as a First Aider (training will be provided).

● The post holder will also take responsibility for incoming and outgoing post arrangements; manage any lost property ensuring students are notified promptly to ensure timely collection.

● Ensure a safe working environment for colleagues, students and visitors in line with the HASAW Act and the College Health and Safety Policy.

● The post holder will be responsible for room bookings using college timetabling software CELCAT.

Technical Competencies – ability to:

● Be competent and confident dealing with members of the public.

● Communicate effectively with colleagues, students and visitors.

● Understand and use the telephone system and handle calls effectively.

● Demonstrate competence and confidence with IT software/systems and file management.

● Recognize reputational risk factors, understanding when to escalate them appropriately.

● Problem solve and find solutions.

● Prioritize duties effectively to meet deadlines.

● Be reliable and trustworthy, with excellent time-keeping and attendance record.

Core Competencies

● Friendly, sociable and welcoming to customers, creating a great atmosphere.

● Calm, patient and professional under pressure, whilst handling emergency procedures, incidents and complaints.

● Helpful and a can-do attitude - going out of your way to help customers.

● Confident and authoritative when coping with the unexpected and difficult situations.

● Be a clear and persuasive communicator with differing audiences from students to VIP guests.

● To be able to inspire confidence.

In order to support during busy exam periods, you may be asked to undertake exam invigilator duties. The College will provide training.

The list of duties is not exhaustive but outlines the main features of the post at appointment and may vary as the job evolves without affecting the nature of the duties or the responsibility level.

HEALTH AND SAFETY
To ensure a safe working environment for colleagues, students, and visitors in line with the HASAW Act and the College Health and Safety Policy.

SAFEGUARDING
Safeguarding and promoting the welfare of children and vulnerable adults for whom you are responsible and whom you come into contact with.

HOURS OF WORK
The post holder will be expected to work such hours as are necessary for the proper performance of their duties and responsibilities, normally 9 hours per week on Tuesday and Wednesday: 17:00 – 21:30.

In order to ensure that the Reception desk is staffed during working hours you may on occasions be asked to work additional hours or work at another site. This will be a reciprocal arrangement.

OFFERS OF WORK
For the successful candidate a conditional offer of work will be made. Our offer of work will be conditional upon a number of mandatory pre-employment checks, to include but not limited to: DBS, Barred List check, right to work check, internet search, TRA check (academic posts).

EMPLOYEE BENEFITS

When you join WCG we offer you a whole host of employee benefits, including:

● Generous leave entitlement plus up to 4 free College Closure days a year included in the salary calculations.

● WCG offers all employees who are carers the option to request a period of Carer’s Leave that is equal to their usual working week, paid at their normal pay.

● Comprehensive training programme.

● Leadership & Management training programme to develop our next generation of managers.

● Superb health and wellbeing support with Wellbeing@WCG.

● The opportunity to join our voluntary health cash plan run by Health Shield.

● Free on-site gym.

● Discounted Full Cost recovery courses.

● Cycle to work scheme.

● Discounted hair & beauty treatments in our college salons.

● Pension schemes.

● Free will writing service.

● Free car parking on-site.

Essential Attainments

• A good general education including English and Maths or equivalent.
• Good computing skills e.g. Microsoft Office applications, google apps, emails and calendars applications.

Desirable Attainments

• A level 3 qualification or recognised administrative qualifications.
• Previous administrative / reception experience.
• First Aid Certificate, or willingness to undertake training in this area.

Candidates should apply by sending a copy of their CV to jobs@wcg.ac.uk

When selecting applicants for shortlisting, the panel will consider the requirements listed in the Person Specification above. You are, therefore, advised to ensure that your application addresses the issues raised by providing examples/evidence.

We are conscious of the time and effort spent on applications. We do thank you for your interest. Due to the number of applications the College receives we are unable to provide feedback for candidates who are unsuccessful at shortlisting, however we aim to notify all successful candidates within 1 week of the closing date. The College regrets that it is unable to pay expenses incurred by attendance at interview.

Job Types: Part-time, Permanent

Pay: £23,493.00 per year

Benefits:

• Free parking
• On-site gym
• On-site parking

Work Location: In person