Receptionist in Colwyn Bay

This is an administrative role based within the Probation Service (PS) Directorates in HMPPS. The job holder reports to the designated Line Manager and supports the provision of business‑specific and transactional office‑based activities. The job holder works collaboratively with other team members to provide reception duties and a range of administrative support services, and may be expected to support a number of teams/functions within the operational area and provide cover during periods of absence.

Responsibilities

• Serve as the first point of contact for the Probation Service, greeting visitors and callers professionally, logging arrivals and departures, notifying the appropriate staff, issuing visitor passes and security fobs.
• Use observation and situational awareness to diffuse potentially violent situations, recognising when additional support is required and alerting staff or external security for safeguarding/risk issues.
• Answer all general enquiries about the Probation Service and local person‑on‑probation support services, and refer technical queries to the appropriate manager.
• Manage building logistics: handle mail, order PPE and office stationery, arrange meeting‑room equipment, book rooms, hot desk and car‑parking, and support event set‑up and registration.
• Process bus‑fare travel warrants for people on probation and manage petty cash duties, including collection and transport between probation properties.
• Maintain health, safety and security aspects of the building: act as key holder, operate physical security, test fire and panic alarms, monitor CCTV, assist with evacuations, and, where trained, act as fire warden/first aid and support risk assessments.
• Log building faults and incidents, maintain repair logs and escalations, and decide on urgency of faults within guidelines.
• Where required, provide confidential case‑administration support to operational teams: process and update computer‑based and manual files, access databases, scan and archive sensitive data, and produce documentation and correspondence.
• Process and update computer‑based and manual filing systems.
• Use a range of computer software to provide comprehensive administration support.
• Produce a range of documentation and correspondence.
• Access databases for information as necessary and input information as required.
• Scan and archive data, some of which is sensitive and highly confidential.

The duties/responsibilities listed above describe the post as it is at present and are not intended to be exhaustive. The role may involve additional tasks of a similar level; any significant adjustments would be reviewed under the Job Evaluation Scheme.

Qualifications

• IT qualification equivalent, e.g. ECDL/CLAIT or equivalent work experience.
• Proven proficiency in ICT skills across Microsoft Office applications.
• Excellent verbal and written communication skills.
• Experience working in the criminal justice field (desirable).
• Experience working in high‑pressure or stressful environments (desirable).
• Experience in customer relations (desirable).
• GCSE A‑C (or equivalent) in Maths and English (and Welsh where applicable) or proven track record in a comparable role.
• Welsh language skills desirable.

Key Competencies

• Delivering at pace.
• Communicating and influencing.
• Changing and improving.
• Managing a quality service.

Benefits

• Annual leave of 25 days on appointment, increasing to 30 days after five years, plus public holidays.
• Pension cover through the Local Government Pension Scheme (LGPS) run by the Greater Manchester Pension Fund (GMPF).
• Extensive training and development opportunities.
• Hybrid working arrangements where business need allows.
• Family‑friendly policies, including reduced hours or job share.
• Paid paternity, adoption and maternity leave.
• Access to flexible benefits such as voluntary benefits, retail vouchers and discounts.
• Free annual eye tests for employees who use computer screens.

HMPPS is an equal opportunities employer.