Job Description

Salary

27,155.14 per annum

Contractual hours

37.5

Basis

Full Time

Job category/type

Commercial

Date posted

19/05/2025

Job reference

REQ000152



The Customer Service Assistant serves as the welcoming face of the organisation, ensuring every visitor, customer, and team member has a positive and professional experience. This role is responsible for managing front-of-house operations, coordinating appointments and meeting spaces. With a focus on service excellence, the position is essential to creating a warm, organised, and customer-focused environment. Office based 8.30am to 5pm Monday to Friday. In addition, you will provide administration/general assistance and support for the Commercial Property and Estates Teams.

PRINCIPAL RESPONSIBILITIES

Receptionist - primary role:

Greet and assist all visitors and staff with warmth, professionalism, and efficiency. Contribute to a positive workplace atmosphere by promoting excellent service and communication. Manage the reception area to ensure it is clean, welcoming, secure, and aligned with the Port's culture. Maintain visitor logs, issue security passes, and ensure compliance with company access protocols. Answer and direct incoming calls and emails promptly, ensuring accurate message taking and follow-ups. Coordinate meeting room bookings and help prepare spaces for meetings. Handle incoming and outgoing mail, deliveries, and courier services efficiently. Manage the Royal Mail collection contract and the franking machine stock and contract Taking cash payments from customers in line with the Port Cash Handling Policy. Maintain adequate stock and presentation of washroom consumables, including hand soap, paper towels, and toilet tissue. Monitor and maintain adequate stock levels of office consumables to ensure smooth day-to-day operations. Serve as one of a number of designated Fire Marshals for the building, supporting safety protocols and assisting in emergency preparedness and evacuation procedures. Ensure the front entrance is opened and secured in accordance with the building's operational hours and security protocols.

Estates Assistant - secondary role:

Provide administration and general assistance and support to the Commercial Property Team and the Estates Maintenance Team, including typing, drafting letters/emails, data inputting, photocopying, filing, meeting minute taking. Be a point of contact and deal with routine customer enquiries and concerns in person, via email and telephone and upload into Re-Leased Property Management System. Draft and update local work instructions as required. Monitor and update the Access ACT System for new tenants in line with policy. FMIS - Raise and follow up maintenance requests/issues in line with FMIS tenancy management procedures and lease documentation. Check quotes for works to be carried out in line with service charge budgets Raising and receiving orders in line with MHPA financial procedures and liaising with tenants to arrange access where necessary. Assist with contractors on site, providing passes and tenants/stakeholders notified of works to be carried out. Complete annual compliance checks on all buildings, liaising with tenants for documentation. Check and share tenant information e.g. EPC (Energy performance certificates), fire risk assessments, electrical certificates via the Property Management System. Assist on implementation on a schedule for annual compliance safety checks and assist colleagues on liaising with contractors and Tenants for access. Assist with setting up and managing Service Charge budgets including accurate allocation of costs in line with lease obligations. Supporting the Financial department with invoicing, insurance re-charges and utility bills. Establish tenant and landlord responsibility for repairs and recharges. Input new tenants' information on database, updating and amending. Other duties of a similar level as required to support the teams.

PERSON SPECIFICATION

Essential:

Excellent communication and interpersonal skills with a pleasant and helpful manner A keen active listener with strong emotional intelligence Good experience of relationship building and conflict resolution Organised and methodical with a high degree of accuracy and attention to detail Educated to A Level standard, or relevant experience. Strong IT skills - good knowledge of MS Office products. Flexible approach to work Full Driving Licence Comply with the Port's purpose, vision, and core values at all times

Desirable:

* Previous experience - service/customer facing role