Acts Ethically and with Integrity
Supports a culture of integrity and professionalism.
Represents the organisation in an honest, ethical and professional way.
Focus on People we Serve
Is mindful of the impact of own role on those TSA serves in the community.
Provides service appropriately and responsively to the needs of people.
Recognises the need for referral and takes appropriate action.
Confirms satisfaction with services and addresses or escalates complaints.
Make Sound Decisions
Actively seeks out input from others and shares own ideas to achieve best outcomes.
Makes sound, timely decisions leading to effective service delivery. Demonstrate Accountability
Demonstrates accountability aligned to internal and external requirements.
Supports and acts in compliance with the records, information and knowledge management requirements of TSA.
Think Analytically and Solve Problems
Identifies issues that may hinder completion of tasks and finds appropriate solutions.
Willingly seeks out input from others and shares own ideas to achieve best outcomes.
Identifies ways to improve systems or processes which are used by the team/unit/department.
Role Required Tasks Key Activities
Expected Outputs and Measures
Undertake administrative functions
Respond to phone calls and direct calls to the appropriate personnel.
Meet and greet clients, interpret their needs, screen and prioritise client appointments through an assessment of client needs and urgency of response.
Negotiate with clients in the event of disruptions at the reception.
Perform basic administration functions such as data entry, filing, archiving and other tasks associated with the role.
Contribute to creating a positive and caring atmosphere in the office. Minimise client complaints.
Provide excellent service and support to clients and other staff.
No backlog of phone calls.
Provide quality customer service
Answer phone calls politely.
Refer people to appropriate Salvation Army services. Follow up with Manager if unsure.
Exhibiting professional image of the office environment at all times.
Accurate information provided to clients at all times.
Maintain a safe and healthy environment
Monitor and rectify any health and safety concerns within the centre.
Escalate issues that cannot be attended to the Manager.
Report any potential health and safety concerns to Manager in a timely manner.
Complete hazard/ incident and accident form in a timely manner.
Qualifications and Experience Requirements for the Role
·Experience in receptionist roles and customer service preferred.
Mandatory Requirements Of The Role
Complete The Salvation Army's mission volunteer induction, training and registration process.
Complete integrity checks for the role as required by TSA, TSA is a ChildSafe workplace.