Supporter Care Assistant Jobs

Department - RFC Recreation Club

Reports to - Duty manager with dotted line reporting to assistant director of innovation

Reports to you - None

Hours of work - Part-time - 30 hours a week per week not including breaks, over four days

Base - Based at Recreation Club on Fleet Road, NW3 2QG by the Royal Free Hospital

Salary - £22,800 per annum, pro-rata- subject to skills and experience

The role

The Receptionist will report to the duty manager(s) with a dotted line reporting to the assistant director of innovation.

The role will require managing the front desk and will include greeting visitors, answering the phones, handling financial transactions, members’ accounts, day-to-day bookings, prospective members’ inquiries and providing general administration support to provide a smooth running of the reception area. This is an exciting opportunity for someone who enjoys interacting with people and has strong organisational skills.

The team

The Recreation Club of the Royal Free Hospital was established over 40 years ago and provides a fitness and leisure club to the public, local community, and hospital staff. The club plays host to a state-of-the-art gym, two fitness studios, a swimming pool and sports hall.

Organisation

The Royal Free Charity stands at the threshold of its most important period of development.

Our vision is for everyone served by the Royal Free London NHS Foundation Trust (RFL) to have access to world-leading healthcare, delivered by a thriving workforce, and driven by medical research that has a global impact. We support the 10,000 staff of the RFL and their 1.6 million patients across Barnet, Chase Farm and Royal Free hospitals and more than 30 NHS services.

Through the services we provide, and the programmes and equipment we fund, we make a profound and immediate difference to patients’ experiences of care.

RFC Recreation Club:  The aim of The Rec Club

• The Rec Club is responsible for providing a safe and welcoming environment for our club users, alongwith facilitating schools, groups,  clubs, and  Royal Free outpatients/ rehabilitation discharged patients, for their health and fitness sessions in one of the many areas of the club.
•  The club has 2 studios, a swimming pool, a sports hall, and a gym, all of which are used daily by our members and the local community with a footfall of around 1000 people per day.

Receptionist Job Purpose and Key Responsibilities

• Greet and welcome visitors in a professional and courteous manner.
• Answer phone calls
•  Schedule bookings for prospective and existing clients
• Oversee the club's booking system including updating and maintaining member records, taking payments for membership & usage of the club’s facilities, processing and issuing new membership applications and collecting insurance information.
• Maintain a tidy and presentable reception area.
• Receive and distribute incoming mail and deliveries.
• Provide general administrative support, including photocopying and filing.
• Assist with scheduling appointments and coordinating meetings for the club manager.
• Update and maintain club records and databases.
• Provide information on club fees, packages, and offers.
• Handle inquiries from visitors and provide accurate information.
• Collaborate with other team members to ensure efficient reception operations

Customer Service / Quality

• Provide a warm welcome and work with the team to continually improve the overall member experience.
•  Provide an informative general induction for new club members.
• Direct any customer complaints to the appropriate person.
• Direct any questions about services or club equipment to the appropriate person.

People

•  Communicate performance standards and expectations, in a way that motivates your fellow club members.
• Work with your line manager to obtain regular feedback from members to ensure suggestions and customer service improvement opportunities are actioned.

Key Relationships

• Working with our members
• Assisting with all our external bookings, which include local schools, private swimming clubs and group classes.
• Supporting the Trust in delivering outpatients and rehabilitation to discharged patients of the Royal Free Hospital

Person Specification
Qualifications, Experience, Skills & Knowledge

Qualifications

• CSE/GCSE in Maths and English or equivalent
• First aid/defibrillator qualified (desirable)

Experience

• A minimum of 1-year’s previous experience in working in the fitness/hospitality/ front of house industry as a receptionist or in a similar role
• Previous experience working with the public.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook)
• Previous experience of working in a multicultural environment
• Desirable to have database system user experience and/or sales and marketing experience.

Skills and Knowledge

• To have excellent communication skills both verbal and written
• Excellent interpersonal skills and ability to proactively build relationships and networks.
• Excellent computer skills including updating calendars and inputting data and being familiar with programs such as Microsoft Word and Excel.
• Able to multi-task
• An understanding of membership systems
• Understanding of confidentiality & working with integrity
• Work to tight deadlines and deliver results.
• To be flexible, tactful, diplomatic, and supportive in your approach

Communication

• To have excellent communication skills both verbal and written
• Ability to:-
  • empathise and support staff positively
  • Ability to build supportive and trusting relationships.
• Strong commitment to the RFC values and providing excellent customer experience.

Managing Own Performance & Development

• To be able to: -
  • work under pressure and to deadlines
  • prioritise and manage own workload.
  • demonstrate continued attention to detail and accuracy.
  • problem solves.
• To be willing to continue updating own knowledge and skills.
• To be self-confident and willing to take responsibility.

Other Requirements – We expect you to:

• Take time for personal development, contributing learning and ideas to the wider team.
•  To work unsupervised
•  To work to tight deadlines and deliver results
• To have a positive professional work attitude
•  Be highly motivated and able to take the initiative
• Have a strong affinity with the NHS and philanthropic values
•  Have attention to detail
• Support your team and your other colleagues
• Attend meetings and training as required
•  Be flexible and respond to the needs of the charity
• Attend supervision on a regular basis with the line manager
• To treat everyone equally, regardless of sex, age, disability, gender reassignment, race, ethnicity, religion or belief, sexual orientation, or any other protected characteristic
• Read and adhere to the Charity policies, including the dress code, and all relevant legislation and ensure that any team members who report to you do the same
• Work toward the charity’s vision and mission, and act in line with its values of dedication, innovation, partnership, energy and respect.
• Be aware of and have a good understanding of Health and Safety at Work and the Fire Procedure and understand the correct action to be taken in the event of a fire
•  To undertake any additional relevant duties as required

The recruitment process

To apply for this post, send your:

• CV (please include your last employer and dates of employment)
• Coverletter addressing how you meet the criteria set out in the job description and person specification

Please note, that applications submitted without a cover letter will not be considered for this role.

Closing date for application: Wednesday 24th April 2024, 12 noon

Interview date: Wednesday 8th May 2024

Please kindly note that we may close the job advert before the closing date if we receive a large volume of applications.

You must be eligible to work in the UK

We are happy to consider any reasonable adjustments that candidates may require during the recruitment process. If you require any reasonable adjustments at any stage during this process, please contact us as soon as possible.

As an equal opportunities’ employer, the Royal Free Charity is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the Royal Free Charity and act in line with our values of dedication, innovation, partnership, energy and respect.

Benefits:

Core benefits

• 25 days of paid holiday, plus three-day office closure rest period between Christmas and New Year, and UK bank holidays. This increases to 30 days leave after five completed years of continuous employment (all leave is pro rata for part time employees).
•  A contributory pension scheme, where we match your 4% contribution towards your pension. If you choose to increase your payments into your pension scheme, we’ll match your contribution up to 9%.
•  A sick pay package that offers one month’s full pay and one month’s half pay in any 12-month period if you’ve been with us for less than two years. This rises to two months’ full pay and two months’ half pay in any 12-month period after two years of continuous employment.
• Occupational maternity pay and paternity pay packages that provide more generous support than statutory pay alone.
• A flexible working policy to support our employees’ work/life balance.

Support for your financial wellbeing

As a member of the Royal Free family, you’ll be entitled to benefit from:

•  Expert financial advice from our financial partner, the London Credit Union
• Savings on purchases with the Blue Light Card
• Our Death in Service benefit

Support for your health and wellbeing

• Gym, pool and classes at our Rec Club in Hampstead
• Secure bicycle parking and shower facilities at our Hampstead site
• Running club
• Monthly guided meditation
• Free massage therapy from our complementary therapy team
• Menopause peer support group
• Employee Assistance Programme offering 24-hour access to free confidential advice and support on work and personal issues.

Should you require more information regarding this post, please contact our office.

Contract: Full-time, Permanent
Location: Hybrid working for 2 days per week at home
Salary: c.£24,000 dependant on experience

Closing Date: 12th May 2024. This post may close early due to high numbers of applications, so you are advised to apply promptly.

Join our client and help promote excellence in the veterinary profession

The role:

Working for a national Association, this is a fantastic opportunity to join their in-house congress team based near Gloucester with hybrid working. As part of its portfolio of events, the association hosts a large veterinary conference, with a globally renowned scientific programme alongside a significant exhibition.

 The Events Administrator will play a key role in supporting a variety of elements across Congress and other events including areas such as scientific programme and speaker administration, social programme logistics, registration and delegate administration, sponsorship and exhibition administration support and onsite delivery.

Due to the variation in both this role and in the events running, it is an ideal opportunity to develop your event organisational skills and be part of an ever-developing team.

Skills and experience:

They are looking for a self-motivated individual with exceptional organisational skills that can demonstrate experience of working on complex projects. The successful candidate will have great attention to detail, ability to work to strict deadlines, work in a multi-tasking environment and possess excellent customer service skills. Experience in running events is desired but not essential if transferable skills can be proven. Proficient IT skills and quick to pick up and run with new technology.

The person:

The ideal candidate will have previous experience of working in a busy office environment and demonstrate excellent communication skills. They will be results driven, strive to make a difference and enjoy a challenge. Exceptional organisational and time management skills and the ability to work effectively within a team are essential.

The candidate must be flexible to occasionally work outside of normal office hours and occasionally travel throughout the UK.

About Our Client:

Our client is a professional membership association which exists to advance care for companion animals. With a membership of more than 10,000 veterinary surgeons, vet nurses and students, they work in the UK and internationally to promote excellence in small animal practice through education and science, by facilitating training, conducting research, and developing policy. Each year they deliver numerous education courses, host a large, small animal Congress, and publish books, manuals, apps, and magazines. 

This post is a full-time role working 37.5 hours in the Congress department and reports to the Events Manager.

Their reward package for this role includes a basic salary of circa £24,000 per annum (depending on experience).  In addition, they offer generous employer pension contributions starting at 7% and increasing up to 10% with length of service.

They also offer:

- Holiday starting at 25 days (plus bank holidays) rising by 1 day each year up to 28 days, plus a further entitlement of an additional one day every 5 years of service. 
- Bupa dental plan. 
- Enhanced pay for maternity, paternity, adoption and other family-related leave. 
- Life assurance of 3 x annual salary. 
- Support for hybrid working for their employees, meaning you can work at home for up to two days a week and they also have a comprehensive Flexible Working Policy. 
- Access to a free legal helpline where you can ask their specialist lawyers for legal advice on an array of topics. 
- Health and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and a network of mental health first aiders. Plus, enhanced Company sick pay, access to private medical insurance upon completion of 12 months’ service, occupational health service and annual flu vaccinations. 
- Training and development. 
- Free onsite parking, and for those who wish to cycle, they offer a cycle to work scheme which provides a discounted purchase of a bicycle and accessories for healthy, low carbon travel. 
- Last but by no means least, they have regular social activities and events for those who wish to join! 

And they are:

Community friendly – offering paid leave to volunteer for a charity or not for profit organisation.

Committed to supporting sustainability in their work and in the veterinary profession.  The Association has completed a certified carbon audit and has been awarded Silver accreditation with Investors in the Environment.
 
So, if you are bold and innovative, strive for excellence whilst taking ownership and accountability of your work, show passion for what you do and work effectively in a team – then you’ll be a great fit for the Association, and they would love to hear from you.

How to apply:

In order to be considered for this role, please submit your CV and a cover letter detailing how you meet the requirements in the role description which is on their vacancy page.

By applying for this position, you are consenting to the information on your CV being held by the Association for six months.

Their commitment to equality, diversity and inclusion (EDI) underpins their belief that they can make the Association stronger through the unique contributions they can all bring.  They create inclusive teams aligned to their values and encourage applications from a diverse range of suitably qualified candidates.

You may have experience in the following: Congress Administrator, Events Coordinator, Event Planner, Conference Coordinator, Administrative Events Assistant, Congress Support Officer, Exhibition Coordinator, Conference Administrator, etc.

REF-213 175