Purpose of the Role
The post holder will provide the highest standards of client care and support, performing tasks as required as a front‑of‑house receptionist and administrator. Deliver a supportive and non‑judgemental front‑of‑house service to clients, families and carers attending The Neuro Therapy Place. This includes coordinating the client pathway throughout the client’s time at the centre, and managing tasks related to client registration, service bookings and payments.
Part Time – 18 hours per week.
Responsibilities
Customer Service
- Deliver a consistent client‑centred, caring, confidential and professional reception and administration service.
- Enable the smooth running of a client‑focused service, ensuring enquiries and information requests are processed consistently and timely.
- Treat all clients with dignity and respect, maintaining strict confidentiality in line with policies and GDPR.
- Liaise with centre colleagues regarding client queries and coordinating client treatment pathway.
Reception
- Provide first point of client contact in a confidential and professional manner via face‑to‑face, email, telephone and in person.
- Manage client bookings and payments in compliance with our policies and procedures.
- Follow up with client registrations as required.
- Maintain reception area, kitchen and toilet facilities ensuring they are clean and tidy.
- Accept and authorise the receipt of deliveries and post, including posting letters.
- Manage general housekeeping and stationery stock records and re‑order as needed.
- Distribute client surveys as required.
- Support clients entering the centre for oxygen or physiotherapy, particularly those new to oxygen therapy.
- Physically assist clients as needed (e.g., in and out of cars or with tea and coffee).
- Liaise with clients via phone and email.
- Communicate any change in oxygen sessions to the oxygen operator.
Administration
- Perform stock checks when required.
- Engage with the Personal Emergency Evacuation Plan (PEEPs) as per our policies.
- Manage the client registration process: triage suitability for oxygen therapy, communicate outcomes, advise the physiotherapy team of new registrations, and upload client data to relevant booking systems.
- Record and update the Gift Aid register when donations are made in house.
- Follow up with clients after a session to address queries and advise on protocol alterations if appropriate.
- Enter client details into relevant documentation across all systems, ensuring consistency.
- Process client payments.
Marketing and Service Promotion
- Advise clients on the range of services and therapies available at the centre and provide information on suitable therapy options.
- Manage the retail “fundraising shop”, including purchasing products, pricing, display and monitoring income generation.
- Support fundraising activities such as bake sales, raffles and tombolas, and manage and record donations from individuals and local businesses.
Other Duties
These duties are a guide to the work that the post holder will initially be required to undertake. Other duties or a change of duties may be necessary from time to time to support colleagues.
Person Specification
Essential
- Standard level English and Maths.
- The ability to be assertive and confident when dealing with client enquiries to a satisfactory conclusion.
- Excellent IT skills and experience of using a wide range of systems to record and retrieve information.
- Excellent working knowledge of Microsoft Office suite applications, and the ability to enter data and information into systems quickly and accurately.
- A strong desire to deliver excellent customer service to a wide range of customers while remaining professional in difficult situations.
- Open to learning about neurological conditions.
- Knowledge and understanding of Data Protection and GDPR.
- Committed to developing self and others by sharing knowledge and information.
- A positive “can‑do” attitude.
- An interest in working in the Charity Sector.
Desirable
- Previous experience of providing information and advice to the public in a customer service environment.
- Experience in an environment that requires listening, talking and emotional intelligence skills to resolve customer enquiries.
- Understanding of and commitment to Health and Safety legislation and guidance.
- A good level of physical strength, independence and ability to assist clients with disabilities (e.g., supporting those with wheelchairs or walking aids).
Who We Are
The Neuro Therapy Place is a welcoming and values‑driven organisation dedicated to supporting people living with neurological conditions. We aim to provide compassionate, person‑centred support to clients, families and carers in an inclusive and non‑judgemental environment. We are proud of our kind, open‑minded and supportive team culture, where staff wellbeing and collaboration are genuinely valued.
As a disability‑inclusive organisation, we welcome applications from people of all backgrounds and experiences. If you require any reasonable adjustments or special consideration during the recruitment or interview process, please let us know when submitting your application.
Benefits
We offer a range of benefits designed to support staff wellbeing and work‑life balance, including enhanced maternity and paternity leave, enhanced sick pay, competitive annual leave entitlement and free gym membership.
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