JOB DESCRIPTION
Job Code : Oct 2010
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JOB TITLE
Administrator/Receptionist- Business Centre Optic Glyndwr
SCHOOL/DEPARTMENT
Commercial Services
POST HOLDER
REPORTS TO
Business and Innovation Centre Manager
RESPONSIBLE FOR
N/A
JOB CONTEXT
The Commercial Services Department aims to provide a full range of
support services in Catering, Bars and Hospitality, Conferencing and
Events, Accommodation, Childcare, Retail and Reprographic Services
for Staff, Students, Visitors, Business and Community Partners.
The Department’s aim is to ensure a high standard of service and
provision is provided to all customer groups so that the University is
reflected positively and professionally at all times, whilst also
maximising income generating potential available.
The normal working hours for this role are 13.15 to 17.30 Monday to
Friday (20 hours per week).
JOB PURPOSE
To provide an effective and efficient administrative support service to the Business Centre and to
provide a reception service at OpTIC Glyndwr.
A. PRINCIPLE ACCOUNTABILITIES
A1. Provide a comprehensive administrative service to clients by responding to initial enquiries,
providing relevant information to clients, confirming conference and hospitality bookings,
ensuring terms and conditions are highlighted and accepted and by ensuring contact and
correspondence is maintained up to and including final invoicing.
A2. Using the appropriate system, process all room bookings and hospitality requests ensuring all
information is complete and accurate . Ensure amendments to bookings are conveyed to all
associated departments (ie Caterers, cleaners, IT support) in order to comply with client’s
requests.
A3. Provide a comprehensive customer service/reception desk for all clients, attend to queries and act
as a point of contact for visitors to Optic Glyndwr. Assist with general duties that may be required
to ensure the smooth running of the business centre.
A4. Take calls for Optic Glyndwr and ascertain nature of call and transfer to the appropriate person.
Provide message-handling service, ensuring accurate details are recorded and passed on
accordingly.
A5. Process all internal recharges and external invoices related to conference /hospitality bookings in
accordance with financial regulations and assist in the purchasing of goods and services.
A6. Assist in the implementation, development and review of the administrative systems required to
underpin the Business centre and ensure that all client records and conference contracts are
maintained accurately. Ensure audit requirements are met at all times.
A7. Provide general administrative support including the general typing of documents, assistance
with photocopying, franking, sorting and distributing mail, ensuring the publicity material at
reception is kept up to date, etc.
A8. In conjunction with the Duty Officer, assist in customer/competitor research and marketing
activities when necessary. Provide support in the production of conference packs, printing of
conference badges and by assisting with conference registrations. Assist in the collation and
analysis of delegate feedback, highlighting areas for improvement.
A9. To undertake any other duties which are deemed necessary by the Head of Commercial Services,
commensurate with the grade and post holder’s experience and ability.
B.
PERSONAL ACCOUNTABILITIES
B1.
Act in a professional manner at all times and maintain confidentiality of information.
B2.
Maintain an appropriate awareness of and work effectively within the policies and procedures
of the University participating in appropriate processes, e.g. Objective setting/appraisals,
Continuing Professional Development, Health and Safety etc.
B3.
Operate safely within the workplace and maintain a high standard of housekeeping.
This job description is subject to review and amendment in the light of changing needs of the
Department/University and to provide appropriate development opportunities.
CONTACTS
Internal
Students
Glyndwr University Staff
Other Departments and Schools
Incubation unit clients
Researchers
External
New and Nominated Suppliers
Business Centre Customers
Auditors/ Assessors
Visitors to Optic Glyndwr
EXPERIENCE & QUALIFICATIONS
Qualifications: A good general education to GCSE or equivalent, including English and Maths.
 NVQ level 1 or 2 in Business Administration/ Customer Service or similar qualification would be
advantageous.
 IT literate in the use of Word and Excel (ie ECDL)
 Welcome host
Experience: Broad experience of working within a busy administrative / customer service environment.
 Experience of dealing with enquiries and complaints by telephone, face to face and email.
 Experience of using Microsoft office/ spreadsheets/databases/email package.
 Experience of dealing with enquiries, making reservations and processing bookings.
Knowledge of:
 Customer Service and Customer Care
 Reservation processes/diary management
 Knowledge of general office administrative duties
Skills and Abilities: Excellent communication skills and the ability to relate to all levels of both internal and external
contacts are essential.
 High level of customer service skills and the ability to handle enquiries/ complaints effectively
and efficiently.
 Ability to work within defined guidelines with minimum supervision and to work effectively
under pressure.
 Ability to organise and prioritise work methodically and to ensure continuous progress is made
on projects/tasks.
 Ability to use own initiative and be proactive in identifying problems and solutions
 Ability to handle confidential matters with discretion, integrity and sensitivity
Personal Qualities/Behaviours
 Balanced, mature and non judgemental
 Confident, competent, diplomatic and an amenable manner
 Sensitive to other people’s needs but can be assertive when necessary.
 Patient and understanding of people’s attitudes and behaviours.
 Willingness to take responsibility within a demanding environment
 Willingness to work alongside and collaborate with a wide range of staff and students
 Comfortable working and communicating with students from a range of different backgrounds
and committed to the Institutes Equal Opportunities Policy
 Flexibility in approach to work and dedication to duties during evenings, weekends, holidays and
peak recruitment periods
 Reliable and professionally approach to work at all times
 Smart and professional appearance and willingness to wear company uniform.