No deadline, apply ASAP.
The Client and Community Pathways Reception position is a key member of our Client Services Team. The Client Services Team is a small team of dedicated staff and volunteers putting the client at the centre of every interaction with Caxton Community Legal Centre.
The Client and Community Pathways Reception role applies our human rights framework and trauma informed approach to service access. The role is also responsible for providing a professional and warm first point of contact at our office reception for our clients and other visitors, and contributing to the smooth daily operation of Caxton’s office.
THE RIGHT FIT
We are keen to hear from experienced and dynamic administration/office managers who thrive on working with people and are willing to sink their teeth into this position and make it their own.
The successful applicant can demonstrate:
- Previous experience and success in a fast-paced reception role
- Outstanding interpersonal skills, including an ability to communicate with a highly diverse range of people
- Ability to triage clients who may present with urgent needs for assistance
- Well-developed written skills and problem solving ability
- Excellent time management skills and the ability to manage competing demands and requests
- High level of resilience and a proactive approach and attitude
- Excellent computer literacy skills and experience in major administration software packages such as Microsoft (Outlook, Excel, Word, Power BI), SharePoint, 8×8 (computer based phone program)
- High level of proficiency in data reporting – gathering and providing data and reporting aligned to Client Services business objectives
- A sharp eye for identifying areas for improvement in processes and practices
- Previous experience managing client appointment bookings for numerous professional staff, daily administration tasks, including data entry, management of incoming and outgoing mail and deliveries, room bookings and ensuring the reception area and client interview rooms are well presented and resourced
- Willingness to take a flexible approach to the work as less-routine events or tasks arise
ROLE REQUIREMENTS
- Provide a professional and warm first point of contact at our office reception for our clients and other visitors
- Provide exceptional, trauma informed customer service to all clients including engaging with individuals who may be experiencing significant levels of stress, disadvantage and/or trauma
- Triage clients who may present with urgent needs for assistance (eg. walk in clients)
- Respectfully manage and negotiate competing demands and requests
- Ensure effective and optimal use by all staff and volunteers of office resources and client appointment to support service delivery:
- Oversee the effective use of interview rooms and meeting rooms to ensure maximum utilisation
- Manage incoming and outgoing mail and deliveries (eg. franking, maintaining mail register, receipting and distribution)
- Oversee the use and maintenance of equipment (eg. laptops, chargers) used by volunteers, students and secondees
- Ensure the reception area and client interview rooms are well presented and resourced
- Effectively and responsively manage electronic enquiries
- In conjunction with the Operations Team, provide technical support and advice to colleagues as required
- Assist with gathering and producing data and reporting aligned to Client Services business objectives
- Identify continuous improvement opportunities regarding processes and practices
- Contribute to a strong WHS culture by reporting hazards and risks and implementing remedial actions
- Provide assistance with less-routine events or tasks as they arise (eg. event set up, catering requests)