Security and Access Control

• Maintain the security of guests, visitors, staff and premises within areas under the postholder's control.
• Operate visitor access and entry control systems in accordance with established procedures.
• Report security concerns, incidents or breaches promptly and appropriately.

Customer Experience

• Respond positively and professionally to customer feedback, compliments and complaints.
• Resolve routine issues wherever possible and escalate more complex matters appropriately.
• Promote a positive image of Federation House through excellent customer service standards.

Administration, Confidentiality and Compliance

• Maintain accurate records, databases and filing systems.
• Handle personal, financial and organisational information sensitively and confidentially.
• Comply with data protection requirements, organisational policies and relevant legislation.
• Ensure records are maintained securely and accurately.

General Responsibilities

• Undertake any other duties reasonably required and consistent with the level of the post.
• Participate in training and development activities as required.
• Comply with all organisational policies, procedures, codes of conduct, and health and safety requirements.
• Contribute positively to a collaborative and professional working environment.
• Support the wider operational needs of Federation House by undertaking additional tasks and responsibilities as directed by supervisors, managers, or the Senior Management Team.
• Provide support across the Reception team and undertake the duties of colleagues during periods of annual leave, sickness absence, vacancies or other operational requirements.

Occasional Duties:

• Prepare for and assist at any special functions which may sometimes occur outside normal working hours.
• Report, and where possible take action about customer or client complaints or compliments.
• Report, and where possible take action for any incidents or accidents, fire, loss, theft, damage or other occurrences.
• Attend training courses as directed.
• Support the team to train and mentor new colleagues.

Please note that these duties and responsibilities are not exhaustive and maybe changed from time to time in line with the reasonable requirements of the Police Federation and as directed by the line manager, on behalf of the National Secretary.

Skills, Knowledge and Expertise

Essential Criteria

Experience

• Experience of working in a reception, front-of-house, hospitality or customer service environment.
• Experience of dealing with customers or visitors in person, by telephone and via email.
• Experience of carrying out administrative duties accurately and efficiently.

Knowledge and Skills

• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build positive working relationships at all levels.
• Excellent customer service skills and a commitment to delivering a positive customer experience.
• Strong organisational and time management skills, with the ability to manage competing priorities.
• Good numeracy skills and the ability to process payments accurately.
• Proficiency in Microsoft Office applications and other business systems.
• High levels of accuracy and attention to detail.
• Ability to identify problems and take appropriate action within agreed procedures.

Personal Attributes

• Professional, approachable and customer-focused.
• Reliable, dependable and punctual.
• Flexible and proactive in supporting operational requirements.
• Able to work effectively both independently and as part of a team.
• Able to maintain confidentiality and handle sensitive information appropriately.
• Calm and professional when dealing with challenging situations and competing demands.
• Takes pride in delivering high standards of service.

Desirable Criteria

• Experience of working within the hospitality sector.
• Experience of using reception, booking or property management systems.
• Knowledge of visitor management, health and safety or security procedures.
• Experience of supporting meetings, events or conference facilities.

Applicants are advised to apply early as we reserve the right to close the advert prior to the advertised closing date should we receive a large number of applications.

Benefits

We offer multiple benefits to our HQ employees including: competitive salary, life assurance, private healthcare, enhanced pension contribution, enhanced leave, employee assistance program, onsite free lunches and refreshments, free onsite gym, free onsite parking, 26 days holiday (increasing with length of service), mental health clinics, support for continuous professional development, employee discounts and more….