Telephonist & Reception Coordinator

To ensure the professional management of the STORM telephony system; ensuring all incoming calls into the main 7IM & PWM switchboard (London & Edinburgh offices), are answered in a timely manner, routed correctly and messages received are passed on accurately. Current calls are 1500-2500 per month (avg. 75-100 per day). This role will also be to work alongside the Reception Manager in maintaining 4 client meeting rooms, setting up and down of meeting rooms for large events and supporting these when taking place, as well as providing daily administrative tasks, including client ‘welcome letters’ which will be carried out whilst covering phone duties.

The successful candidate will have a genuine caring manner and deliver a high level of service to both clients and fellow staff members.

• Answer incoming phone calls to the required standard, giving callers an excellent first impression of 7IM.
• Provide monthly stats within 5 works days of the month end to the Head of Office Services & Facilities.
• Look at trends and call flows and suggest ways to improve client experience for the caller.
• Daily task of generating new clients ‘Welcome Letters’; includes creating letters, proof reading, printing and sending multiple letters daily.
• Dealing with daily incoming mail, alongside the Reception Manager, processing, scanning and distributing.
• Meet and greet external visitors, liaise with the 7iM member of staff due at each meeting.
• Assist with the set up & set down of meeting rooms during large events, this will include physical moving of tables & chairs.
• Assist with the set up of large catered events up to 50 people for client/staff breakfasts & lunches and possible evening works on some occasions (rarely).
• Archiving company documents and sending to offsite storage, whilst maintaining accurate logs in Excel.
• Undertake specific tasks relating to general office services; assist with front of house meeting room set ups and set downs where needed, to include ordering catering, consumables, tea/coffee supplies and refreshments for meetings.
• Provide cover for the Reception Manager during holiday/sickness where necessary.
• Book travel – in-line with the company travel policy and sustainability drive.
• Offer general help to all visitors where appropriate (i.e. book taxis, offer directions to nearest public transport/local amenities if prompted).
• Maintain a clean and tidy reception area, ensuring the most current literature is in the display rack and newspapers/magazines are current.
• First Aid & Fire Marshal roles will be expected to be undertaken by this individual.
• Monthly company credit card reconciliations to be carried out within 5 days of the statement billing date and submitted to Finance on Proactis accounting system.
• Regular Compliance & Business Conduct training modules to be completed monthly.
• Additional tasks, as reasonably required by the Reception Manager.

Knowledge: Previous telephony and switchboard experience desired, though not essential. Good working knowledge of Microsoft Office packages is essential, particularly Word/Excel/Outlook/Teams. Excellent organisational, time management and administrative skills.

Qualifications: Educated to a GCSE standard or above.

Skills/Other relevant information: This is a 5 day a week in the office role. Knowledge of Financial Services would be beneficial but is not essential. Be able to provide 5 star service, presenting the professional image of the Company, in this front of house role and superb telephone manner & etiquette. Excellent oral and written communication skills. Proactive approach and ability to use initiative. Confident character, able to adapt in demanding circumstances. Able to participate and contribute as a valued member of the office services team. Ability to work under pressure, whilst remaining calm and composed. Self starting and able to work autonomously.