VacancyTitle: Venue Services and Facilities Assistant

The Vacancy

Main Purpose of Job

A multi-functional role to provide support to the Venue Services Manager. Working as part of a small team and on their own initiative we work together to provide an excellent level of customer service for all staff & visitors alike.

Key Accountabilities

1) Performance

As an individual and as part of the venue services team on site, follow company procedures ensuring that optimum customer service is provided to site occupants. Deliver to set targets and timescales ensuring statutory compliance, regulation and health, safety and environmental objectives are met. Willingness to carry out any reasonable task to ensure delivery of the service.

2) Training & Authorisation

Share knowledge and experience with other team members, coach and mentor colleagues where required to ensure all aspects of facilities and events management are delivered. Attend training courses as requested to build knowledge adding value to the team delivery.

3) Quality & Audit

Ensure that the programmed audit targets are delivered maintaining a high-quality delivery in terms of customer service, safety and value for money. Deal positively with customer complaints, quickly resolving these in the most cost-effective way whilst also ensuring that high levels of customer satisfaction are maintained.

4) Innovation & Improvement

Actively take part in discussions which generate ideas to improve working practices. Log all innovative ideas and follow up feedback. Cascade feedback received from site occupants and guests to enable the team to review/amend its processes in order to meet customer demands and expectations.

5) Safety

Ensure that the highest safety standards are met and that team, external contractors and guests personal and site safety is maintained at all times, paying attention to detail.

Personal Accountabilities

1) Reception

Provide a professional & courteous service to staff/visitors on site and ensure that all customers’ needs are fulfilled in a professional and timely manner.

• Greeting all colleagues, visitors and contractors in a welcoming and professional manner
• General enquiries
• Creating and distributing access badges as per company policy
• Providing visitor information, inductions and directing visitors to right room/host
• Answer internal & external calls and emails as required in a professional and helpful way
• Management of the Robin visitor management system
• Manage all outgoing mail and samples, including, but not limited to, franking and arranging collections
• Arranging transport for staff and visitors as necessary.

2) Administration

Create & maintain Excel, Power point & word documents as required, carry out audits and checks.

• First point of contact for first aid and for emergencies
• Keeping bomb/Incident, Fire Marshal and First aider lists current & up to date.
• Any weekly & monthly reports to senior management
• Ensure all admin tasks are completed within timescales.
• Raise/log Maintenance, IT/AV tasks and chase to ensure they are carried out within timescales
• Answer the telephones to Internal and external customers
• Check the first aid room and first aid boxes within building, ensuring they are in date and kept tidy.
• Ensure the compliance folders are updated when required
• Order replacement keys.
• Ensure notice boards are kept up to date and remove any out-of-date documents
• Check site meeting rooms are tidy and ready for use, report any issues to IT/Estates.
• Maintenance of email inbox. Filing all items and actioning appropriately as & when completed.
• All building related post dealt with & filed appropriately
• Update re-charge sheets
• Procedural reviews & update standard operating procedures
• Supporting colleagues with a range of clerical activities including photocopying, printing, laminating, data entry, preparation of documents, purchase orders and stationary requests.

3) Events

• Oversee the entire booking process for prospective clients, from initial inquiry through to final confirmation and invoicing.
• Managing room setups according to established standards and reset rooms where required.
• Handling catering requests, and processing invoices/recharges.
• Serve as the primary point of contact for clients, communicating and addressing any needs or concerns throughout the booking process.
• Showing prospective clients the space and potential rooms layouts to meet client needs in order to secure business.
• Act as the key liaison on the day of the event, ensuring that all aspects of the venue and services are executed according to client specifications and organisational standards.
• Arranging catering timing and ensuring deliveries are carried out on time

4) Safety

Carry out safety & security audits, monitor outstanding jobs and chase actions for building. Promote the Company’s Health and Safety policy and ensure safe working practices are always maintained.

Key Contacts

Typical Reason for Contact	Type of Contact	Job Title of Contact	Frequency
Give/obtain information leading to improved customer service	Face to face/telephone/email	Site Occupants/Visitors	Daily
Identify and use opportunities to promote process improvement.	Face to face/telephone/email	Estates /HSQE/Line Manager/Contractors/Other team members/colleagues	Daily
Support changes within the site operations.	Face to face/telephone/email	Estates/HSQE/Line Manager/Contractors/Other team members/colleagues	Daily
Provide accurate performance reports.	Face to face/telephone/email	Line Manager	Monthly/daily/weekly
Dealing with event and general building queries.	Face to face/telephone/email	Colleagues, members of public	Monthly/daily/weekly

Person Specification

Competencies / capabilities

• Excellent interpersonal and communication skills, both written and verbal, required to work with a wide range of stakeholders.
• Good computer/software literacy skills, including excellent knowledge of all Microsoft office programmes (Word, Outlook, Excel, PowerPoint and SharePoint).
• Excellent time management & organisational skills, including ability to prioritise workload.
• Attention to detail and accuracy.
• Creative, flexible, proactive and uses initiative.

Qualifications/Skills/Knowledge

Essential Qualifications

• Minimum HNC/NVQ/SVQ level 3 or equivalent professional qualification.
• Two years’ experience in a customer-facing environment
• Previous experience is essential and can involve either a suitable qualification combined with practical experience or longer-term practical experience.

Additional Notes and Requirements

• There is no option of hybrid working – this is a place-based post.
• There may be occasional requirements to work a later shift or weekend to ensure events/reception is covered.
• This role does not attract a certificate of sponsorship.

Our Commitment to Equality and Diversity

We will not consider the use of 3rd party recruitment agencies for the sourcing of candidates for this position.

The James Hutton Institute is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

The James Hutton Institute is a: Stonewall Diversity Champion; Athena SWAN Silver Status Holder; Disability Confident Committed Employer and a Living Wage Employer.

The James Hutton Institute is Happy to Talk Flexible Working.