Receptionist/Admin Assistant

OVERALL OBJECTIVES:

• Provide a friendly, professional front-of-house service for customers and visitors to Pennington Court.
• Contribute to an ambience within the setting that is appropriate to the customer profile and in line with the vision and values of Westward Care Ltd.
• Work independently and autonomously whilst building excellent relationships with the Administrator, General Manager, colleagues, customers, and suppliers.
• Ensure all information and reports are completed accurately and to the required standard and are forwarded to Head Office within the agreed timeframes.
• Assist with the administration of the workforce.
• Proactively identify and agree on opportunities to improve the services offered to meet the changing needs of new and existing customers, thereby maximising customer satisfaction.
• Contribute to the success of events and marketing activities by helping with administration and logistics to promote the events on the day.

About The Role

MAIN DUTIES:

Delivering the Vision

• Facilitate the front-of-house operation and deliver a consistent experience for all customers and visitors to Pennington Court at all times.
• Ensure that visitors are greeted and made to feel welcome on arrival.
• Ensure that face-to-face and telephone enquiries are dealt with in an efficient, friendly, and professional manner.
• Lead by example to ensure that all customers and employees are treated with equality, dignity, and respect, and every individual feels they can challenge discrimination and harassment in employment practice and service provision.

Quality Management

• Demonstrate a sense of pride for the job and the organisation.
• Dress appropriately, maintaining a professional appearance at all times.
• Assist in maintaining good relationships with suppliers to ensure good value, reliability, and consistent quality.
• Ensure compliance with the relevant organisational, legal, and financial procedures and policies to protect customers and employees and minimise risk and financial loss.
• Ensure all computer data and paperwork are completed accurately and to the required standard within agreed timeframes.

Being Part of the Team

• Work effectively with other team members to deliver a professional front-of-house service and administrative support to the customers and ensure the smooth operation of Pennington Court.
• Contribute to the development of others through the sharing of skills and information to enhance the experience of the customer.

Communication

• Provide relevant and timely information and feedback on workforce issues and administrative activities to the Administrator and General Manager at agreed intervals and in an agreed format.
• Adopt various methods of communication to meet customer needs and build positive relationships.
• Maintain confidentiality as appropriate.
• Participate in team meetings and individual meetings with Line Manager as required.

Customer Service

• Create an outstanding first impression for customers and visitors to Pennington Court.
• Lead by example in all aspects of customer service and be proactive in addressing issues identified by customers, employees, and visitors to a satisfactory conclusion.
• Demonstrate an understanding that internal customers are to be treated with the same respect and understanding as external customers.
• Contribute to an ethos that anticipates customer needs and puts the customer first.
• Be proactive in getting customer feedback on front-of-house and administration, identifying changes if required, and presenting a case for change to the General Manager and/or Administrator.

Profitability and Growth

• Be responsible for managing resources in own area effectively to minimise waste and deliver services to the required high standard.
• Communicate opportunities to be more efficient and effective in own role and as a team.
• Have excellent knowledge of Westward Care's services and facilities and promote these at every opportunity.

ADDITIONAL INFORMATION:

• The post holder will be expected to work when required to cover for sickness and holidays.
• The service operates 24 hours per day, seven days per week, and flexibility is essential to meet the needs of the service.
• This job description is not necessarily an exhaustive list of duties but is intended to reflect the range of duties that the post holder will perform. The job description will be regularly reviewed and may be changed in accordance with the needs of the home and organisation – in consultation with the post holder.

Level of DBS disclosure required: Enhanced

About The Company

Westward Care Ltd lives by its core values and those who join us will be included and encouraged to work within this business ethos.

Company Culture

Our Values in Action

• Kindness — You bring warmth, empathy and patience to every interaction.

• Respect — You honour each resident’s individuality, choices and personal history.

• Trust — You build confidence through reliability, honesty and consistent care.

• Teamwork — You support colleagues, communicate openly and contribute positively to a shared mission.

Company Benefits

Employee development programs, Free parking, Referral bonus, Employee of the Month

Salary

£12.85 per hour