Job summary
We are looking for a conscientious, personable, self-motivated, and proactive people person to join St Margaret's Hospice Care as a Reception & Volunteer Support Administrator.
Working across both our Taunton and Yeovil Hospice Hubs, you will help provide a professional reception and front of house service to welcome patients, visitors, contractors, and staff.
You will join us on a full time, permanent basis and in return you will receive a competitive salary of£23,150per annum. The working pattern for this role is Monday to Friday 9 am 5 pm, with the flexibility to work some evening and weekends on an ad hoc basis from time to time.
Main duties of the job
As our Reception and Volunteer Support Administrator, you will be responsible for providing a professional reception and front of house service, welcoming all patients, visitors, contractors, and staff to both our hospice hubs in Taunton and Yeovil. You will also be responsible for day-to day management and support of a large team of cross county reception volunteers who play a vital role in helping to provide a warm, friendly, and welcoming environment for everyone visiting our hospice hubs.
As well as standard reception duties, your day-to-day role will involve:
- Recruiting, inducting and training reception volunteers
- Providing day-to day supervision and support for our reception volunteers across both hospice hubs.
- Deputising on our receptions to provide cover as and when necessary
- Responding to emails enquiries from staff and volunteers
- Inputting data into a range of databases
- Assisting with coordinating on-site activities, events and meetings organised by the volunteering team
- Additional admin and logistical support for other teams across the hospice upon request
About us
At St Margaret's, you wont just be joining a fantastic team you'll be part of a welcoming, community minded charity. Our mission is to provide excellent specialist palliative care for patients and support to their families. Everyone here contributes and has a part to play towards our goal. If you speak to any of our staff or volunteers, they will tell you how the patient is at the heart of everything they do. So, if you're looking for a role where you can really make a difference, we could be a perfect match.
We also offer the following benefits.
Holiday entitlement
- 33 days holiday including bank holidays rising to 35 days after 1 year, and increasing with length of service (pro-rata if part-time)
- Ability to buy and sell annual leave
Pension
- NHS employees eligible to continue with their NHS pension scheme*
- Non-NHS employees will receive 5% employer and 5% employee contribution
Award-winning Employee Assistance Programme for you and your family offering:
- Vitality & wellbeing health portal for non-emergency care
- Unlimited access to 24/7 online GP Consultations as well as Expert Case Management
- Confidential and free 24-hour Employee Assistance
- Counselling and support
- Legal, financial, and medical information and advice
And more...
- Life assurance cover
- Health Cash Plans
- Blue Light Card
- Enhanced parental leave*
- Learning and development opportunities
- Free on-site parking in Taunton and Yeovil
- Volunteering and fundraising opportunities
*Eligibility criteria applies
Job description
Job responsibilities
Reception
- Under the direction of the Head of Volunteering oversee the day-to-day management and
operations of Taunton and Yeovil Hospice Hub reception areas and shop.
- Meet, greet, and welcome staff, patients, visitors, and contractors to the reception hub, offering
logistical assistance to those new to the hubs.
- Maintain a pleasant and safe environment for staff, patients, visitors, and contractors.
- Manage and maintain reception rota, ensuring that reception is appropriately resourced and any
gaps in the rota are managed, including evenings and weekends.
- Manage and maintain up to date contact information for all staff to enable reception team to
direct calls easily.
- Deputise on reception to provide cover when any unforeseen gaps arise at either of the hospice
hubs and cover cannot be found.
- Communicate to the organisation with any operational reception updates including requests to
support teams with ad hoc administrative jobs during quieter times.
- Respond professionally and courteously to incoming calls, responding to queries and taking
accurate messages, ensuring they are passed onto relevant staff.
- Receive incoming post, scanning and saving them on the database as well as emailing the
appropriate team/staff member for collection.
- Receive and process financial and non-financial donations, providing receipts and emailing the
appropriate team/ staff member.
- Transport internal post across hospice sites on a regular basis.
- Maintain resourcing of leaflet racks, carrying out stock checks and replenishment.
- Receive packages and arrange for large deliveries to be taken away from reception as quickly as
possible.
- Work with the Volunteering Development Manager to widen volunteer involvement and innovate
reception areas through lead volunteers, work experience and placement opportunities, including
flexible volunteering.
- Increase opportunities for staff to participate in reception support and ad hoc cover.
- Review any feedback received from staff, volunteers and visitors and make improvements to the
reception area where appropriate
Shop
- Undertake shop sales, processing cards and cash through the till.
- Complete quarterly stock take and order and transfer stock between hospices and Walford Cross.
- Conduct daily and weekly reconciliation of till.
- Carry out stock checks on tuck shop and consumables and liaise with tuck shop volunteers to
ensure consumables are replenished.
- Work with the kitchen to support the provision of hot and cold food and refreshments in the shop
/ reception, enabling payment of consumables.
- Review any feedback received from staff, volunteers and visitors and make improvements to the
shop area where appropriate.
Volunteer Management
- Recruit a team of reception volunteers to assist and support hospice reception and shop area.
- Provide role specific training for new reception volunteers and offer opportunities for refresher
training periodically to support continuous development, this may include working in the evenings
and at weekends to accommodate volunteering shifts.
- Deliver quarterly on-line reception team meetings, to provide updates, offer peer support and
training, acting upon any feedback received.
- Produce a monthly e-bulletin to provide operational updates for all volunteers in the team,
including reception, admin, and flower volunteers.
- Liaise with flower volunteers upon receipt of wreaths and flowers for arranging and dissemination.
- Role model volunteer management best practice including the provision of social events and
activities to recognise and thank volunteering team volunteers for their contribution.
Administration
- Provide general office administration to support the volunteering team and the rest of the
organisation upon request.
- As directed by the Volunteer Recruitment & Engagement Lead and Volunteer Experience
Coordinator, provide administrative and logistical support of the recruiter, new volunteer starter
and induction process.
- As directed by the volunteering team, provide event logistics and administrative support for a
range of hospice-based and community volunteer events arranging meeting rooms, equipment
and catering where required.
- Support the Volunteer Experience Coordinator to deliver the Volunteer Survey, managing logistics
and administration preparation.
- Support the running of volunteer interviews, recruitment information sessions, selection events,
managing logistics and administrative preparation as required.
- Support the Volunteer Recruitment & Engagement Lead to process DBS applications for new
applicants and ID checking.
- Support St Margarets attendance at community events and recruitment fairs, assisting with the
preparation of merchandise and promotional material.
General
- Champion volunteer involvement and role model exceptional volunteer management, adopting a
people first approach to volunteering.
- Work as a team member within the volunteering department and with other colleagues. Actively
contributing, enabling and supporting when necessary.
- Maintain volunteer filing systems, updating manual and computerised volunteer files on a timely
basis, and removing information as required in line with GDPR.
- Undertake training, development, and appraisal activities in line with our policies and procedures.
Job description
Job responsibilities
Reception
- Under the direction of the Head of Volunteering oversee the day-to-day management and
operations of Taunton and Yeovil Hospice Hub reception areas and shop.
- Meet, greet, and welcome staff, patients, visitors, and contractors to the reception hub, offering
logistical assistance to those new to the hubs.
- Maintain a pleasant and safe environment for staff, patients, visitors, and contractors.
- Manage and maintain reception rota, ensuring that reception is appropriately resourced and any
gaps in the rota are managed, including evenings and weekends.
- Manage and maintain up to date contact information for all staff to enable reception team to
direct calls easily.
- Deputise on reception to provide cover when any unforeseen gaps arise at either of the hospice
hubs and cover cannot be found.
- Communicate to the organisation with any operational reception updates including requests to
support teams with ad hoc administrative jobs during quieter times.
- Respond professionally and courteously to incoming calls, responding to queries and taking
accurate messages, ensuring they are passed onto relevant staff.
- Receive incoming post, scanning and saving them on the database as well as emailing the
appropriate team/staff member for collection.
- Receive and process financial and non-financial donations, providing receipts and emailing the
appropriate team/ staff member.
- Transport internal post across hospice sites on a regular basis.
- Maintain resourcing of leaflet racks, carrying out stock checks and replenishment.
- Receive packages and arrange for large deliveries to be taken away from reception as quickly as
possible.
- Work with the Volunteering Development Manager to widen volunteer involvement and innovate
reception areas through lead volunteers, work experience and placement opportunities, including
flexible volunteering.
- Increase opportunities for staff to participate in reception support and ad hoc cover.
- Review any feedback received from staff, volunteers and visitors and make improvements to the
reception area where appropriate
Shop
- Undertake shop sales, processing cards and cash through the till.
- Complete quarterly stock take and order and transfer stock between hospices and Walford Cross.
- Conduct daily and weekly reconciliation of till.
- Carry out stock checks on tuck shop and consumables and liaise with tuck shop volunteers to
ensure consumables are replenished.
- Work with the kitchen to support the provision of hot and cold food and refreshments in the shop
/ reception, enabling payment of consumables.
- Review any feedback received from staff, volunteers and visitors and make improvements to the
shop area where appropriate.
Volunteer Management
- Recruit a team of reception volunteers to assist and support hospice reception and shop area.
- Provide role specific training for new reception volunteers and offer opportunities for refresher
training periodically to support continuous development, this may include working in the evenings
and at weekends to accommodate volunteering shifts.
- Deliver quarterly on-line reception team meetings, to provide updates, offer peer support and
training, acting upon any feedback received.
- Produce a monthly e-bulletin to provide operational updates for all volunteers in the team,
including reception, admin, and flower volunteers.
- Liaise with flower volunteers upon receipt of wreaths and flowers for arranging and dissemination.
- Role model volunteer management best practice including the provision of social events and
activities to recognise and thank volunteering team volunteers for their contribution.
Administration
- Provide general office administration to support the volunteering team and the rest of the
organisation upon request.
- As directed by the Volunteer Recruitment & Engagement Lead and Volunteer Experience
Coordinator, provide administrative and logistical support of the recruiter, new volunteer starter
and induction process.
- As directed by the volunteering team, provide event logistics and administrative support for a
range of hospice-based and community volunteer events arranging meeting rooms, equipment
and catering where required.
- Support the Volunteer Experience Coordinator to deliver the Volunteer Survey, managing logistics
and administration preparation.
- Support the running of volunteer interviews, recruitment information sessions, selection events,
managing logistics and administrative preparation as required.
- Support the Volunteer Recruitment & Engagement Lead to process DBS applications for new
applicants and ID checking.
- Support St Margarets attendance at community events and recruitment fairs, assisting with the
preparation of merchandise and promotional material.
General
- Champion volunteer involvement and role model exceptional volunteer management, adopting a
people first approach to volunteering.
- Work as a team member within the volunteering department and with other colleagues. Actively
contributing, enabling and supporting when necessary.
- Maintain volunteer filing systems, updating manual and computerised volunteer files on a timely
basis, and removing information as required in line with GDPR.
- Undertake training, development, and appraisal activities in line with our policies and procedures.
Person Specification
Working with Others
Essential
- Ability to make people feel welcome and at ease.
- An enthusiastic team player with a helpful attitude and a willingness to assist others.
- Ability to build and maintain strong working relationships, particularly with volunteers.
- Tact and sensitivity when working with others.
Leading in Your Area
Essential
- Able to prioritise and respond to multiple tasks and asks in a proactive, efficient, and professional manner.
- Strong administrative and organisational skills with good attention to detail.
- Good written and verbal communication skills.
- Experience of working with databases, compiling information, and updating tracking spreadsheets.
- Experience of supervising or managing others.
- Understanding of volunteer management best practice
Desirable
- Experience of working as a receptionist or in customer service environment.
- Experience of retail
- Experience of organising event logistics
Qualifications
Essential
- Good basic education with at least GCSE grade C/4 (or equivalent) in English and Maths.
- Proficient in the use of Microsoft applications Excel, Word, and Outlook
Self Awareness
Essential
- Good interpersonal skills with a professional attitude
- Ability to work proactively with internal and external stakeholders to deliver excellent customer service
- Travel across the geographical area covered by the hospice as required.
Outcome & Results
Essential
- Ability to work successfully across multisite setting, acting as a point of contact.
- Ability to find pragmatic solutions to problems as they arise.
- Ability to plan, organise and prioritise own time.
Person Specification
Working with Others
Essential
- Ability to make people feel welcome and at ease.
- An enthusiastic team player with a helpful attitude and a willingness to assist others.
- Ability to build and maintain strong working relationships, particularly with volunteers.
- Tact and sensitivity when working with others.
Leading in Your Area
Essential
- Able to prioritise and respond to multiple tasks and asks in a proactive, efficient, and professional manner.
- Strong administrative and organisational skills with good attention to detail.
- Good written and verbal communication skills.
- Experience of working with databases, compiling information, and updating tracking spreadsheets.
- Experience of supervising or managing others.
- Understanding of volunteer management best practice
Desirable
- Experience of working as a receptionist or in customer service environment.
- Experience of retail
- Experience of organising event logistics
Qualifications
Essential
- Good basic education with at least GCSE grade C/4 (or equivalent) in English and Maths.
- Proficient in the use of Microsoft applications Excel, Word, and Outlook
Self Awareness
Essential
- Good interpersonal skills with a professional attitude
- Ability to work proactively with internal and external stakeholders to deliver excellent customer service
- Travel across the geographical area covered by the hospice as required.
Outcome & Results
Essential
- Ability to work successfully across multisite setting, acting as a point of contact.
- Ability to find pragmatic solutions to problems as they arise.
- Ability to plan, organise and prioritise own time.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
