switchboard operator/receptionist

The primary objective of the Switchboard Operator is to answer a multi-line switchboard quickly (ideally within 3 ring cycles) and direct calls to their destination without delay. Greeting customers, answering questions, announcing calls or providing directions are secondary objectives. The key to the role is in always providing the primary objective whilst delivering the secondary objectives wherever possible but always in such a way that positively affects the customer's perception or call/visit experience. Outline duties:

• Answer a high volume of calls and maintain a rapid response rate according to agreed standards.
• Log information on calls received, where required and maintain detailed and accurate records.
• Maintain and update continuously, by local knowledge and by local means, a log of the availability of staff likely to receive inbound calls.
• File data and perform other routine clerical tasks as assigned and for other departments as needed.
• Order and maintain relevant office supplies for effectiveness of personal duties.
• Operate a variety of standard office machines, including a personal computer and a variety of computer software, phone, fax, calculator, shredding machine and photocopy machine.
• Communicate and liaise verbally and in writing between customers/suppliers/visitors/enquirers and relevant staff, and interpret and respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions.
• Establish and maintain effective working relationships with co-workers, supervisors and the general public.
• Perform reception duties in and efficient, professional and courteous manner.
• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
• Pursue personal development of skills and knowledge necessary for the effective performance of the role.

Personality: Self-driven, results-oriented with a positive outlook, and a clear focus on high quality and business profit. A natural forward planner who critically assesses own performance. Mature, credible, and comfortable in dealing with senior big company executives. Reliable, tolerant, and determined. Empathic communicator, able to see things from the other person's point of view. Well presented and businesslike. Sufficiently mobile and flexible to travel up to a few days a month within the UK. Keen for new experience, responsibility and accountability. Able to get on with others and be a team-player.

Personal Situation: Must be mature and domestically secure. Able to spend one or two nights away per month without upsetting domestic situation. Able to commute reliably to office base. Able to work extended hours on occasions when required. May be striving financially but not desperate or in serious debt. Must have clean or near clean driving licence.

Specific Job Skills: Able to communicate and motivate via written media. Understands the principles of marketing and advertising cost-effectiveness, including market sector targeting, product offer development, features-benefits-solutions selling, cost per response, cost per conversion, etc. Appreciates need for consistency within company's branding and marketing mix, especially PR and the Internet. Experience of managing marketing agency activities useful.

Computer skills: Must be adept in use of MS Office 2000 or later, particularly Excel and Word, and ideally Access or similar database to basic level, Internet and email.

Literacy and Numeracy: Able to understand profit and loss calculations and basic business finance, e.g., gross margin percentages and calculations, depreciation, capital and revenue expenditure, cash-flow, overheads, etc. Must be a very competent writer of business letters, quotations and proposals.

Business and Selling Skills: Must be an excellent face-to-face and telephone communicator. Able to demonstrate success and experience managing major accounts customers and large contracts or even a business, particularly achieving genuine sales development. Ideal background would be in business support services; experience of washroom and contract cleaning industries would be particularly helpful. Experience of tenders would also be useful.

Management Ability: Though internal staff management is not initially part of the job, responsibility and opportunity could grow with the development of the business, for example the prospect of recruiting and managing support telesales staff. Some people-management skills, experience and natural ability will be useful.