SfYP Customer Service Co-ordinator

Job Title: SfYP Customer Service Co-ordinator at Hudnall Park

Team: Hudnall Park (Hertfordshire Services for Young People)

Job family: £32,578 progressing to £35,570 pa

Hours: 37hrs per week

Location: Hudnall Park, Berkhamsted (on site)

Contract type: Permanent

About us

We are looking for an organised, approachable and solution focussed person who enjoys variety at work, where every day is different. We need someone with the ability to take ownership of the office function and customer service at Hudnall Park.

Situated in over 85 acres of open downland and mixed woodland on the edge of the Chilterns Area of Outstanding Natural Beauty, Hudnall Park provides residential and day educational courses to organised groups; alongside outdoor youth work, forest school and DofE camping. Part of Hertfordshire’s Services for Young People, the Centre is highly regarded for its standards of excellence and professionalism in delivering high-quality outdoor learning experiences. Hudnall Park is an inclusive provider, catering for a range of ages and abilities.

We are developing an ambitious strategy to increase activity at Hudnall Park. This role is important to the success of that development, including streamlining and improving office processes and co-ordination of the site, day to day activity and customer services. The centre comprises of a number of staff including those managing the site itself and various projects, alongside seasonal instructors. The post holder will engage with other staff from the county council, contractors, children, young people and families on a daily basis.

About the role

This post works 37 hours per week, on site, and reports to the Centre Manager.

Working hours are typically between 08:30 and 17:00 Monday to Friday, with some flexibility according to daily/seasonal requirements. As we expand our services, some evenings and weekends may be required.

The onsite Customer Service Co-ordinator maintains the office and all of our public interactions at Hudnall Park. This is a customer facing role and is the first point of call for our visitors, customers, contractors and staff. We are looking for someone who can demonstrate initiative and good judgement, as they will sometimes need to determine how to address and resolve daily problems with minimum supervision.

The role is responsible for:

• Front of house - meeting and greeting school and group visits for residentials and day activities, staff, parents/carers, children & young people and contractors.
• Day to day Centre administration including managing the reception, telephone enquiry number, email account and site diary.
• Leading on management of bookings, enquiries and customer requirements
• Co-ordinating activity at Hudnall Park and liaising with colleagues accordingly about day-to-day events, to support smooth operation of the Centre.
• Providing information to stakeholders and customers, clarifying and resolving queries and escalating more complex issues to the appropriate person.
• Invoicing, purchase orders and budget keeping/financial management.
• Liaising with the area Facilities Officer to ensure that external contractors are managed accordingly.
• Working closely with the onsite caretaker to ensure that day to day tasks are fulfilled and that ad hoc requirements are responded to quickly.
• Updating various logs and registers, analysing information and reporting.
• Providing support for the Hudnall Park Action plan and associated activities.
• Supporting the production and updating of documents such as risk logs, health and safety logs and work plans to support the accurate documentation, quality and monitoring of Centre activity.
• Planning and prioritising own defined daily work activities related to each particular day.
• Ensuring that site security is maintained and adhered to.

Any other tasks commensurate with the role.

This role is varied and interesting, with scope to use your imagination/creativity and input your ideas as we develop services. Hudnall Park is in a unique countryside setting, so may appeal to anyone with an interest in nature, the environment and/or land management.

About you

Essential:

This role would suit someone with relevant experience, skills and knowledge. You must be:

• Experienced in managing an office environment
• Experience of working with the public
• Highly organised
• Able to work independently on own initiative and as part of a team
• Able to plan your own work over short timescales and deadlines
• An excellent communicator
• Able to understand financial systems and processes to support budgeting and reporting
• Friendly and welcoming, with a positive attitude
• Understanding of health & safety and risk
• Flexible, adaptable and willing to ‘muck in.’
• Ability to travel independently to and from the workplace, as this location is not accessible by public transport.

Desirable:

• Experience of working within a multi-use site
• Experience in working with a range of stakeholders including children and young people.

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

If you are looking for a varied and rewarding role, where you can access continued professional development, while making a real contribution to the success of a unique outdoor education centre, we'd love to hear from you. Join us at Hudnall Park and play a key role in delivering outstanding experiences for children, young people and visitors across Hertfordshire.

For an informal conversation about the role, please contact: Debbie Barker – Service Manager on 01992 556003 (Deborah.barker@hertfordshire.gov.uk)

Interview date: 24th November

This job role is Level 8. Please locate the job profile here:

Job profiles: Project & programme

Benefits of working for us

How to apply

As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications. We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert / job profile to allow the panel to fully recognise your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences.

Additional information

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

We are changing
Hertfordshire County Council is undergoing Local Government Reorganisation (LGR), creating a unique opportunity to help shape the future of local services. To find out more, visit https://www.hertfordshire-lgr.co.uk/

Disability Confident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

Safeguarding
This role has been identified as requiring a Disclosure & Barring Service (DBS) check.

Driving required
You’ll need to have the ability to drive and/or travel around Hertfordshire, either using your own mode of transport or a company car to travel to other locations.

English Fluency
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.