Reception Manager

  • Job Reference: 020820181517
  • Date Posted: 2 August 2018
  • Recruiter: Archers Recruitment
  • Location: Swindon, Wiltshire
  • Salary: £24,000 to £26,000
  • Sector: Commercial
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Key Responsibilities:

* Act as the 'public face' of our front of house team, ensuring customers are attended to efficiently and always made to feel welcome

* Attend the front desk during busy operational hours

* Ensuring that 'front of house' facilities are resourced 5 ½ days a week

* Updating clients and work providers on claims/repair progress

* Planning, organizing, directing and controlling all aspects of customer service and logistics operations

* Maximise the efficiency of the 'customer service' activities through effective use of the claim administrations tools / reports etc.

* Actively encourage customer feedback to evaluate and develop strategies to improve services

* Undertake investigations of complaints and incidents and resolve first level complaints where possible

* Attend client account meetings and/or sales meetings with site manager, as required

* Monitor and act on department reports to ensure optimum use of available bookings and loan cars

* Develop detailed knowledge of our additional services and rates to maximise upselling opportunities

* Ensure a safe environment is provided for all customers, staff and visitors, deal with emergencies where appropriate

* Manage on site financial controls; petty cash, excess and OTP

* Ensure all staff are trained and compliant with data protection policies

* Maintain site attendance records staff, including compiling staffing rota etc,

* From time to time, deputise for Manager and assist manager with preparation of the Business Plans, reports and budgets

* Provide a 'first line' HR support function for the branch (a) assist with staff performance reviews (b) carry out staff inductions etc.

* Report any non-compliance issues relating to: financial controls, health & safety and unauthorised use of resources

Skills/Experience & Qualification

* 5 years senior customer service role

* Effective people/team manager, encourages collaborative working environment

* The ability to perform multiple duties in a heavy workload environment is essential

* Fluent verbal and written English language and listening skills

* Sound administration skills with excellent IT skills (Windows, Word, Excel etc.)

* Detailed knowledge of and understanding client service level agreements (preferred)

* Management or business qualification (preferable)