Job Description
Title:
Front of House Receptionist (Student Staff)
Department:
Core Services
Scope:
To provide professional and welcoming Front of House services
through receiving people in person and on the phone; providing
box office services and exceeding customers’ expectations
Responsible to:
Front of House Supervisor
This job description is an outline of the main responsibilities of the post and may
be subject to future amendment as deemed appropriate. It should not be read
as, nor is it intended to be, a complete statement of an individual’s contractual
duties and responsibilities.
Duties and responsibilities include, but are not limited to, the following:
Front of House
a) Provide cover on Reception, answer queries as they arise on the phone or in person in
an efficient and courteous manner.
b) Send outgoing and distribute incoming faxes.
c) Issue Union Cards/NUS Extra.
d) Retail tickets from the Students’ Union Box Office.
e) Retail NCT bus passes.
f) Give out forms as required, i.e room booking forms
g) Book rooms as required
h) To be responsible for monies in your care.
Miscellaneous
i)
Carry out the duties in accordance with the policies of the Students’ Union which may
from time to time be determined.
j) Take the initiative on your own self development to update and develop your skills and
abilities.
k) Comply with Health and Safety in line with current Students’ Union policies and
procedures.
l) Use corporate style in production of materials and documentation.
m) Attend meetings as required in relation to your role and the Students’ Union as a whole.
n) Be responsible for observing and implementing good environmental practices in line
with Union/Company Policies.
o) Perform such other duties as may be necessary within the scope of the job to meet the
needs of the department and Students’ Union as directed from time to time by your line
manager.
p) The above responsibilities are detailed for guidance only. The Students’ Union is a
dynamic organisation, responsive to the needs of our members. Other tasks will need to
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be undertaken in order to discharge the responsibilities of the post. Any permanent
changes will be incorporated into the job description by agreement. This job description
does not constitute part of the contract of employment.
Person Specification
Essential
Attainments &
Qualifications
Experience
Skills &
Knowledge
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Personality/
Disposition
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Other
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Excellent communication skills
Good customer service skills
Knowledge of Microsoft Office
Able to handle cash
Good prioritisation skills
Able to multi-task
Friendly
Outgoing
Confident
Enthusiastic
Pro-active
Professional attitude and
flexible approach to work
Motivated
Able to work under pressure
Able to work on own initiative
Able to provide reception
cover over lunch times
Through your work and
approach you identify with the
organisational values of;
empowerment, collaboration
and inclusivity.
Preferable
 Customer service experience
 Cash handling experience
Experience of using Outlook and
other MS office packages
 Knowledge of one or more of
the University of Nottingham
campuses
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Able to work at short notice
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About the Students’ Union
The Students' Union acts as the recognised representative body of all students at the
University, and every student is automatically a member free of charge. It promotes the
interests and welfare of students, supporting and advising them. It provides social, cultural,
sporting and recreational activities, including forums for discussions and debates, for their
personal development. It is an integral and essential part of the University community and,
as such, plays a full and active role in managing the affairs of the institution. In 2010 the
Students’ Union became a registered charity.
With an annual financial turnover of around eight million pounds, the Students' Union is very
active in all areas of interest to its members. It supports opportunities for students to
represent their opinions about University life, creating improvements wherever possible;
provides a comprehensive Advice Service to help students with academic, legal, financial and
personal problems; finances Societies, Sports Clubs, a range of media groups, events
programmes and support services; and assists over 4000 volunteers to take part in
community projects. Through its associated company, UNU Services Limited, it runs 2 Shops,
a Bar and a Print Shop.
As a charity the Students’ Union has a Board of Trustees which is responsible for the
governance, management, strategy and budget of the Students’ Union. The Trustees
currently consist of 4 of the elected Student Officers and 4 appointed External Trustees, with
4 Student Trustees. The daily work of the Students’ Union is directed by a Committee of
elected Student Officers, with advice and support from staff. The Officer team is made of 7
part-time Officers and 7 full-time Officers the latter of whom are Sabbatical Officers taking a
year off from their studies, and employed by the Students' Union on a full-time basis. Each
Officer has their own portfolio of individual responsibilities as well as holding the shared
responsibility for creating changes which will improve the lives of students at the University.
The Students' Union employs over two hundred staff in its Commercial Services and
Membership Services. Around half of our staff are students who balance work with their
studies and social lives. Other staff work full-time, some are part-time and some are
required only during term-time and thus work for just part of the year. If you like working
for and amongst young people, you will enjoy working for the University of Nottingham
Students' Union.
About the Department
The Students’ Union Reception and Box Office team consists of a Full Time Front of House
Supervisor and Term Time only Front of House Receptionist and is located within the
Portland Building.
About the Role
When covering front of house duties on the SU Reception and box office, you will be the first
point of call for all internal and external customers. Your personal approach is important in
meeting the needs of UK and international students, and Students’ Union and University
staff.
You will need to prioritise your tasks and be able to multi-task, in order to balance receiving
telephone calls with answering queries at the counter and selling tickets. You will need to be
pro-active and able to locate information which is not readily available. The reception team
aim to provide a friendly and professional service, going the extra mile to help customers
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find what they need at Reception. Your personal approach will therefore be important. As
well as excellent communication skills you will also need a commitment to delivering quality
customer service.
In return we offer flexible hours, a friendly, modern working environment, an excellent rate
of pay and fantastic opportunities to get involved in the Students’ Union. Full training will be
given to all successful candidates and there will be much scope to enhance your skills, not to
mention your CV.
Working in a Student-Led Environment
As a student-led organisation we recognise that working with us is likely to be very different
from other organisations where you may have worked. The Students’ Union is a vibrant
place to work. The elected Officers change yearly, and there are always a lot of new ideas to
consider. To work successfully in this role, you must be comfortable with such changes and
be ready to adapt accordingly.
Benefits Package
Hourly Rate
Age 18 – 20:
Age 21+:
£5.30 + holiday pay
£6.70 + holiday pay
If you start on the lower rate your hourly rate will increase to £6.70 + holiday pay after
successful completion of your Probationary Period or as soon as you turn 21 whichever is
sooner. If you start on the higher rate your hourly rate will remain the same after
successfully completing your probationary period.
Holiday Pay Calculation:
5.6 weeks' holiday, divided by 46.4 weeks (being 52 weeks - 5.6 weeks) multiplied by
100 = 12.07 per cent
Hours and Status
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Contract: Student Staff
Probationary Period: 16 hours
Hours: Hours to suit the needs of the business (during University term time only).
Pension Provision
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A Contributory Scheme: NUSPS
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