Marylebone Project
Job Description
Job Title:
Part-time Receptionist
Job Location:
Bradbury House, 3-5 Cosway Street, NW1 5NR, London
_______________________________________________________________________
Reports to:
Services Manager
_______________________________________________________________________
Purpose:
To provide the Marylebone Project Community (staff, service users
and visitors) with a friendly and efficient reception service.
_______________________________________________________________________
Project Values:

We value and invest in people.

We are committed to deliver outstanding services to our community.

We pursue and celebrate improvement and achievement.

All the work we do is underpinned with the four themes of the project; spirituality,
hospitality, empowerment and resettlement.
_______________________________________________________________________
Objectives:
1. To ensure that all are welcomed at the Marylebone Project and contribute to their
positive experience of the service.
2. To support all units and departments with answering basic queries from service
users.
3. Professionally and efficiently manage the telephone system for the Marylebone
Project.
4. To ensure certain Health and Safety procedures are complied with for the welfare
of the Marylebone Project community.
5. To provide basic administrative support for the Services Department.
6. To ensure data is managed and handled appropriately.
______________________________________________________________________
A partnership between Portman House Trust and Church Army
Page 1 of 5
Key Tasks:
1. To ensure that all are welcomed at the Marylebone Project.
1.1 Ensure all those that enter the Marylebone Project are met with a friendly and
professional greeting.
1.2 Ensure the reception area is clean, tidy and welcoming in atmosphere and
appearance.
1.3 Manage the time visitors and service users are kept waiting (for appointments or
responses to queries) in a friendly and efficient way.
1.4 Maintain a good working knowledge of homelessness issues and be able to offer
advice to people who call at the Project in person or by telephone.
2. To support all units and departments with basic frontline support for service
users.
2.1 Answer resident queries where possible and forward on to the relevant staff member
of unit where it cannot be answered immediately.
2.2 Understand and explain where necessary the content of the Licence Agreement and
House Rules.
2.3 Share any concerning service user behaviour and/or absences to the appropriate unit.
2.4 Appropriately use the Tannoy system as a method of communication in the Project.
3. Professionally and efficiently manage the telephone system for the Marylebone
Project.
3.1 Answer all calls in a friendly and professional manner.
3.2 Transfer calls to relevant staff members or units as appropriate.
3.3 Take accurate messages for relevant staff members or units to return calls when
transfers cannot be made.
4. To ensure certain Health and Safety procedures are complied with for the
welfare of the Marylebone Project community.
4.1 To take a key role in the Marylebone Project Fire Alarm Activation Procedure.
4.2 To ensure all persons entering and leaving the Marylebone Project sign in and out.
4.3 To ensure all visitors (except friends/family of residents) are given visitor badges.
A partnership between Portman House Trust and Church Army
Page 2 of 5
4.4 To ensure the security of the doors of the building by monitoring access to front door
and door alarms on other doors.
5. To provide basic administrative support for the Services Department.
5.1 Receive and log post and deliveries that arrive at the Project.
5.2 To receive and acknowledge donations delivered to reception.
5.3 To contribute to the effective operation of Services and Operational processes (e.g.
key management, Emergency bed support, Activities sign-up etc.).
5.4 Provide the Services Department with administrative support as and when required.
6. To ensure data is managed and handled appropriately
6.1 Understand and apply data protection policies and internal policies regards the
sharing of information about staff, residents and/or the organisation.
General
 To participate in regular supervision and an annual appraisal with the Services
Manager.
 To participate in regular staff meetings with the Administration and Finance Team.
 To carry out any other reasonable tasks commensurate with the post at the direction
of the Services Manager.

At all times to be conversant with the work within Church Army’s procedures and
practices which include:
o
o
o
o
Equal Opportunities Policy
Computer Use Policy
Health and Safety Policy
Other policies in the Staff Handbook.
 At all times to work within the Project’s policies, including those relating to Supporting
People, Housing Corporation, UK Employment Law, Health and Safety, Computer
Use and Protection of Children and Vulnerable Adults. To be familiar with these
policies, to ensure that all staff are familiar with them and able to implement them
both in their work and in their relationship with other staff members.
A partnership between Portman House Trust and Church Army
Page 3 of 5
Person Specification
The person specification sets out below various skills, knowledge and abilities which are
essential or desirable for the post. When applying for this post you should relate your
application to the person specification.
Essential
Desirable
 Voluntary or paid experience of working  Voluntary or paid experience of working
with vulnerable people.
in the homelessness sector.
 Voluntary or paid experience of working
in an administrative role.
 Awareness of data protection law and the
appropriate sharing of personal and
sensitive information.
 Knowledge of the challenges faced by
homeless people and in particular
homeless women.
 Demonstrate the ability to work without
judgement or prejudice with people from
a variety of backgrounds (cultural, socioeconomic, ethnic etc.).
 Voluntary or paid experience in a role
requiring a high level of quality customer
service.
 Experience in a role requiring a high
level of quality customer service.
 Some knowledge and experience of
Housing Benefit and related issues.
 Advanced level in Excel.
 Good IT skills, possessing the ability to
work with the full Microsoft Package.
 Demonstrate excellent customer service
skills.
 Well organised with good attention to
detail.
 Excellent
verbal
communication skills.
and
writing
 Able to work on own initiative and as a
part of a team.
 The successful candidate will need to be
understanding with the aims and
objectives of Church Army.
An enhanced police check with Disclosure and Barring Services (DBS) is essential
for this role.
A partnership between Portman House Trust and Church Army
Page 4 of 5
Terms and conditions
1
Salary is £21,004 per annum (pro rata)
2
This post is based at the Marylebone Project, London
3
This is a part-time post of 22.5 hours per week, Monday to Friday. Flexibility with
regard to working hours may be required.
4
The post is subject to a six month probationary period.
5
This post is subject to an enhanced police check with Disclosure and Barring
Services (DBS).
6
Holiday entitlement is 28 days (pro rata, inclusive of bank holidays).
7
The post will be eligible for pension auto enrolment, providing the post holder meets
the criteria for eligibility.
A partnership between Portman House Trust and Church Army
Page 5 of 5