We are seeking an experienced, empathetic, and highly organised receptionist to manage the front desk at our walk-in mental health hub. The ideal candidate will be approachable, professional, and prepared to interact with individuals from diverse backgrounds, including those experiencing emotional distress. This role requires a calm, non-judgemental approach and the ability to manage challenging situations sensitively.

Key Responsibilities

• Welcome visitors to the hub, ensuring a warm, professional, and inclusive first impression.
• Manage the sign-in process and ensure visitors are directed to the appropriate services or staff members.
• Handle phone calls, emails, and inquiries with discretion and confidentiality.
• Be prepared to de-escalate or calmly manage situations where individuals may be distressed or upset.
• Monitor and maintain the reception area to ensure it remains safe, clean, and welcoming.
• Provide basic information about services offered by the charity and direct visitors to resources or external organisations when needed.
• Maintain accurate records of visitors and appointments.
• Liaise with internal teams, including programme coordinators and mental health professionals, to ensure seamless service delivery.
• Uphold safeguarding principles and report concerns to the designated safeguarding officer.
• Manage appointments and room bookings for internal and external activities at the hub.

Skills and Experience

• Previous experience in a receptionist, administrative or customer service role (essential).
• Experience working in a mental health, healthcare, or charitable organisation (preferred).
• Strong communication and interpersonal skills, with the ability to remain calm and empathetic in high-pressure situations.
• A professional and approachable demeanour with a commitment to inclusivity.
• Excellent organisational skills and attention to detail.
• Ability to handle confidential information in line with GDPR regulations.
• Basic IT proficiency (e.g., email, Microsoft Office, or scheduling systems).

Requirements

• Understanding of safeguarding principles and willingness to undergo safeguarding training.
• Enhanced DBS check (essential, or willingness to obtain one).
• Ability to work flexibly, including occasional evenings or weekends, if required.