Hillingdon Citizens Advice Bureau – Receptionist
Details of the Charity:Share this
Hillingdon and Ealing Citizens Advice (HECA) is a registered charity that provides free, confidential, impartial and independent advice. Our services are available to all Hillingdon residents.
Our mission statement is to provide the advice that people need for the problems they face, and to improve the policies and practices that affect peoples’ lives.
HECA core services are: Advice & Information at the Hayes, Uxbridge and Ruislip CABx, a telephone advice line and telephone call-back service, guidance and assistance with negotiating with agencies, and referring to HECA’S projects and other specialist agencies as appropriate.
Details of the Volunteering Opportunity:
Purpose of role:
To provide a welcoming, efficient and professional reception service for personal callers and other visitors to the bureaux in accordance with the aims and principles of CABx.
To provide a high quality, effective and efficient information service to members of the public using internet and other resources.
- Operate the reception and provide information
- Welcome all visitors
- Provide information about CAB and other advice services to clients from a diverse range of backgrounds and cultures
- Work collaboratively with other colleagues involved in the advice process
- Provide a service that is based on sensitivity and respect for clients
- Maintain confidentiality about clients and their contact with the Bureau
- Answer the telephone and refer calls or take messages
- Process client information collected at the desk
- Create, maintain and archive paper and electronic filing system in accordance with the Bureau’s systems and procedures
- Check facilities in the reception area are in order before opening times
- Replenish stocks of stationary, leaflets and posters, and order forms from suppliers
- Update public information materials
- Maintain online and paper appointmenet diaries
- Collate statistics and compile reports to a prescribed format
- Use IT for record keeping
- Ensure that all work conforms to the Bureau’s systems and procedures
- Minimum commitment of 1 day per week (9am-4pm) (Hayes 8.45am-3.45pm) for 1 year
- An understanding of and commitment to the aims and principles of the CAB service including the equality and diversity policies
- An understanding of Discrimination of willingness to learn about it
- Ability to give and receive feedback objectively and sensitively and willingness to challenge constructively
- Ability to monitor and maintain own standards
- Experience of providing reception services or similar, preferable within a social welfare environment
- Excellent verbal communication skills including telephone skills
- Good numeracy and literacy skills
- Ability to access relevant signposting information including electronic and written materials
- Ability to implement agreed administrative policies and procedures in a busy work environment
- Good IT skills including MS Word, email and the internet
- Flexibility and approachability
- Ability to manage time effectively
- Relevant training provided
- Hours volunteered will be recorded on your HEAR – which goes on your permanent university record
- All hours contribute towards your Brunel Volunteers Award, which leads to an invitation to the Brunel Volunteers Awards Ceremony