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Purpose of this role

Our volunteer receptionists allow us to run a professional service without having to employ a full-time member of staff. The money saved can be used to provide direct care to patients and their families. The impression they give reflects on the service of the charity.

Main tasks

• providing a warm and friendly greeting and assisting and directing all Rennie House visitors
• ensuring all staff, volunteers and visitors to the building sign in and out
• answering the telephone and directing calls appropriately or passing on messages
• checking and passing on answer machine messages each morning
• dealing with incoming post with a member of the Rennie Grove Peace staff
• accepting deliveries to the office and making sure the recipient is informed of its arrival
• sorting and franking outgoing mail using the franking machine (training will be provided)
• taking out the signing in book in the event of a fire
• maintaining the reception area to keep it tidy and welcoming for staff, visitors and volunteers
• assisting with the sale of merchandise from reception displays
• helping with basic administration tasks
• attending twice yearly volunteer meetings with line manager

What are we looking for?

• good listener with a patient, calm, reassuring manner who is able to direct callers to the appropriate person swiftly and confidently
• always ask for the name of the caller, listen to the enquiry without interruption and ask them to repeat anything if you have not clearly heard what they are saying
• someone who can accurately take a message from the caller reassuring them the information will be found, and the call will be returned
• someone who makes sure that all messages are passed to the appropriate team
• an excellent telephone manner and good communication and customer service skills
• someone who is able to be sensitive when dealing with people who may be in distress
• the ability to maintain confidentiality
• someone who is comfortable to use Microsoft Outlook for passing on messages
• reliability, flexibility and committed to ensuring a high standard of service
• a presentable appearance
• someone who is comfortable to work as part of the office team

Training and support

• there will be a named line manager who will provide ongoing support
• there will be some mandatory training that you will need to complete at the start of your volunteering with us and then periodically afterwards as refresher training
• your line manager will organise training specific to your role

What you need to know

• you will complete a volunteer application form, and we will need to see a form of ID before you get started
• we welcome everyone and will make reasonable adjustments should they be needed
• we will pay reasonable expenses incurred, should you wish to claim them
• we rely on the commitment of our volunteers to support our services; however, we understand that you may sometimes need to take a break from your volunteering. When you are ready to return, your line manager will meet with you to talk about the role and make sure it is still right for you and may ask you to complete some refresher training.

For more information, please contact the volunteering team on 01727 731020 (Grove House, St Albans), or 01923 330330 (Peace Hospice, Watford), volunteers@renniegrovepeace.org