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Page 2 of 3
The Passage
London, Greater London (On-site)
£30,754 per year
Full-time
Contract (1 Year )
Job description

About the role

The Reception Worker is an essential and key role within the Resource Centre, acting as the first point of contact and providing a consistent, familiar and friendly welcome when service users enter the space. The role requires excellent communication skills, attention to detail, and the ability to provide a high level of customer service in a busy and fast paced environment, to individuals impacted by trauma. 

Main duties 

  • To be the lead worker on client reception in the Resource Centre, working with the Resettlement Team and a rota of staff and managers from across the organisation, as well as locum staff, agency staff and volunteers.
  • To be the first point of contact for service users and guests accessing the Resource Centre, ensuring they are provided with a high level of customer service.
  • To maintain accurate records of who is accessing the service, what services they are utilising, and ensuring that database access notes are kept up to date by liaising proactively with lead workers.
  • To manage and de-escalate potential incidents at the client reception area, and challenge inappropriate behavior as needed, with support from colleagues and duty managers.
  • To assist with any admin tasks required.
  • To ensure that the reception area is operated safely in accordance with health and safety, and GDPR policies.

Key responsibilities

  • In conjunction with your Line Manager to continuously develop the role to ensure that all tasks are being undertaken in an effective and appropriate manner which meets the strategic aims and objectives of The Passage.
  • To participate in internal/external meetings as required, and attend training events, conferences and other functions as necessary.
  • To participate in regular supervision and annual appraisal and help in identifying your own job-related development and training needs.
  • To ensure that all The Passage policies and procedures are being adhered to.
  • To contribute to the effective implementation of The Passage’s Diversity, Equity & Inclusion Policy as it affects both The Passage and its work with vulnerable adults.
  • To at all times undertake your role in a professional manner maintaining a high quality standard of work, and to always work in accordance with the aims, values and ethos of The Passage.
  • Undertake any other duties that may be required which are commensurate with the role

Desired experience

  • Experience of working in a high-pressured environment and managing multiple responsibilities.
  • Experience of working collaboratively within a team.
  • Experience of delivering a high level of customer service within a demanding setting.
  • Some experience of dealing directly with the public and/or clients or customers in a busy service environment

Desired knowledge

  • A genuine interest in helping vulnerable people to make positive changes in their life and a willingness to develop these valuable skills.
  • Excellent customer service skills.
  • Personal experience of homelessness and/or an understanding of and empathy with the issues faced by homeless or vulnerably housed people.

Application resources
Organisation
The Passage View profile Organisation type Registered Charity Company size 101 - 500
Posted on: 02 February 2026
Closing date: 16 February 2026 at 23:30
Tags: Administration, Customer Service, Homelessness

The client requests no contact from agencies or media sales.