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Watford, Hertfordshire
£26,000 per year
Contract, 12 month Contract, Full-time
Job description

Role Description


The post-holder will be responsible for the day-to-day administration, maintenance and management of our community venues, managing bookings, explore new business, providing excellent customer service and ensuring that our venues are welcoming and safe for everyone.

The position is based at Holywell Community Centre but the postholder will regularly provide cover for the Barn and will attend meetings locally.

Specific responsibilities

  • Develop new and grow existing relationships with the local community to ensure W3RT continues to provide valuable services whilst promoting diversity and inclusion of all community backgrounds.
  • Manage and guide the reception team so that everyone using W3RT’s venues receives excellent customer service.
  • Ensure that incoming telephone enquiries are answered promptly and politely, and that all messages are logged and forwarded effectively and, that the venues inbox is regularly checked, and messages responded to in a timely manner. 
  • Support the recruitment, induction and supervision of staff and volunteers and ensure that appropriate cover is supplied across our venues – including out of hours.
  • Build and manage the Venues team, providing training and guidance as required.
  • Manage staff rotas, timesheets and expenses.
  • Process booking requests and co-ordinate the venues diary. Facilitate room viewings, provide accurate information on booking procedures, charges and licensable activities including the consumption of alcohol.
  • Ensure all events and activities run safely and successfully.
  • Be W3RT’s champion for the online booking’s platform: co-ordinate the pilot, provide effective training for staff, volunteers and external stakeholders. Liaise with W3RT’s IT team to ensure that the system is utilised to its full potential.
  • Ensure that health and safety, fire safety and security procedures are implemented and adhered to by everyone accessing our venues.  Including providing training, ensuring that delivery meets Covid-safe operating standards and risk assessments are produced for all activities and managed.
  • Co-ordinate the daily upkeep of our venues, including cleaning and maintenance.  Ensure that the venues (inside and out), reception area, toilets and signs are attractive and welcoming.
  • Complete room checks before and after each booking to ensure that tables, chairs, and equipment is correctly stored. Carry out spot cleaning as required.
  • Carry out a weekly walk round at both venues to ensure they are safe and secure and complete tasks such as running all water taps and testing the fire alarms.
  • Ensure that maintenance issues are identified, logged, and resolved according to agreed policies and procedures. Ensure there is a site presence for all service visits.
  • Administer effective quality assurance systems and ensure that compliments, feedback and complaints are solicited, recorded and reported.
  • Ensure that processes and procedures are effectively documented including keeping the venues handbook and website up to date.
  • Oversee security and manage the door access system.
  • Manage keys, cash and equipment within W3RT policies and procedures.
  • Ensure post and other deliveries are properly received, recorded and forwarded.
  • Co-ordinate invoicing to meet agreed timelines and respond to finance queries.
  • Support delivery of the marketing plan and ensure that the website is regularly updated.
  • Collate data to evidence KPIs, support writing of monitoring and other reports and the development of case studies.
  • Work flexibly as appropriate across both of our venues and provide out of office hours support and respond to emergencies as appropriate.
  • In partnership with managers, contribute to future planning and development initiatives.
  • Liaise with maintenance, cleaning and security companies for fulfilment of current contracts.

General responsibilities (common to everyone)

  • Promote W3RT and its activities, and act in accordance with its principles.
  • Attend meetings and events and represent W3RT as required.
  • Contribute to fundraising and to project management.
  • Work within agreed procedures, regulations and systems, including for accounting, expenses, communications, data collection, monitoring, and quality assurance.
  • Establish and maintain professional and supportive relationships with colleagues and with local groups.
  • Undertake such other work as may reasonably be required from time to time.

Knowledge, skills, and attributes

The post-holder must demonstrate and maintain the following knowledge, skills, and attributes.


  • An excellent understanding of customer care including effective processes for resolving complaints
  • An excellent understanding of staff and volunteer management.
  • A good understanding of facilities management.
  • A good understanding of health and safety.
  • A good practical understanding of event planning and delivery.


  • Excellent customer care and people skills.
  • Excellent verbal/written communication and listening skills with the ability to tailor the style to the audience.
  • A good understanding of customer behaviours and the ability to utilize learning to improve policies and procedures and raise standards.
  • Excellent administration skills and a high level of competency in ICT including for Microsoft Office 365 – word, excel and databases.
  • Excellent multi-tasking skills and the ability to manage competing priorities effectively.
  • A task orientated completer that can meet tight deadlines.
  • Excellent time management and organisation skills.
  • Able to document systems and procedures – and ensure that they are constantly improved.
  • Able to accurately manage records and produce reports.
  • Ability to establish positive and effective relationships with staff and stakeholders and a commitment to partnership working.
  • A confident self-starter that is able to identify and raise concerns, deal with conflict and take appropriate action according to agreed policies and procedures.


  • Cheerful and positive disposition and passionate about delivering excellent customer care.
  • Committed to delivering excellent services in a multi-cultural setting.
  • Passionate about openness, accountability, quality assurance and continuous improvement.
  • Able to identify and assess opportunities for joint working – within W3RT or externally.
  • An active team player who is comfortable supporting other colleagues & services within W3RT.
  • A flexible approach and commitment to ensuring that our customers always come first.
  • A commitment to volunteering and an understanding of the beneficial effects of volunteering for organisations and for individuals.
  • Able to lead a small team effectively.
  • Meticulous in recording details and tying up loose ends.
  • Passionate about delivering W3RT’s charitable purpose and championing its values.
  • Committed to the highest professional and ethical standards.
  • A high degree or empathy and understanding.
  • Ability to work some evenings and weekends.
  • Access to a car and possess a clean driving licence.
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More about W3RT

Watford & Three Rivers Trust works to maximise opportunities and improve the quality of life for everyone across Watford and Three Rivers. ... Read more

Posted on: 13 September 2021
Closing date: 29 September 2021
Tags: Management,Operations
Job closes in 4 days
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