Reception Worker – Resettlement Team, Community Services
About the role
Location: Westminster, London
Contract: Permanent, Full-Time
Salary: £30,754 pa Point 19 (NJC scale 9-12) inc LW + pension and other benefits.
Hours of work: 35 Hours per week
Annual leave: 34 days per year, including Bank/ Statutory Holidays (pro – rata for part – time)
Closing Date: 14th September 2026
About the role
To maintain accurate records of clients accessing the Resource Centre and supporting with day-to-day housekeeping (reporting maintenance issues, building checks, liaising with H&S, supporting with client laundry).
Updating and promoting events and daily group activities
Main duties
To be the lead worker on client reception in the Resource Centre, working with the Resettlement Team and a rota of staff and managers from across the organisation, as well as locum staff, agency staff and volunteers.
- To be the first point of contact for service users and guests accessing the Resource Centre, ensuring they are provided with a high level of customer service.
- To maintain accurate records of who is accessing the service, what services they are utilising, and ensuring that database access notes are kept up to date by liaising proactively with lead workers.
- To manage and de-escalate potential incidents at the client reception area, and challenge inappropriate behaviour as needed, with support from colleagues and duty managers.
- To assist with any admin tasks required.
- To ensure that the reception area is operated safely in accordance with health and safety, and GDPR policies.
- To manage the office diary and booking system for the Resource Centre
- To support Resource Centre volunteers including assisting with inductions, check-ins and shift management
- To maintain accurate records of clients accessing the Resource Centre and supporting with day-to-day housekeeping (reporting maintenance issues, building checks, liaising with H&S, supporting with client laundry).
- Updating and promoting events and daily group activities
Key responsibilities
- In conjunction with your Line Manager to continuously develop the role to ensure that all tasks are being undertaken in an effective and appropriate manner which meets the strategic aims and objectives of The Passage.
- To participate in internal/external meetings as required, and attend training events, conferences and other functions as necessary.
- To participate in regular supervision and annual appraisal and help in identifying your own job-related development and training needs.
- To ensure that all The Passage policies and procedures are being adhered to.
- To contribute to the effective implementation of The Passage’s Diversity, Equity & Inclusion Policy as it affects both The Passage and its work with vulnerable adults.
- To at all times undertake your role in a professional manner maintaining a high quality standard of work, and to always work in accordance with the aims, values and ethos of The Passage1.
- Undertake any other duties that may be required which are commensurate with the role.
Experience and Knowledge
EXPERIENCE
E1 Experience of working in a high-pressure environment and managing multiple responsibilities
E2 Experience of working collaboratively within a team
E3 Experience of delivering a high level of customer service within a demanding setting.
E4 Some experience of dealing directly with the public and/or clients or customers in a busy service environment
KNOWLEDGE
K1 A genuine interest in helping vulnerable people to make positive changes in their life and a willingness to develop these valuable skills
K2 Excellent customer service skills.
K3 Personal experience of homelessness and/or an understanding of and empathy with the issues faced by homeless or vulnerably housed people.
Above all we are looking for inspiring and committed individuals who have a genuine desire to support people, and to help them to rebuild their lives.
Person specification
As a Vincentian organisation, The Passage strives to be inclusive; encompassing a diverse and rich culture from within our members, clients, volunteers and staff. This approach is reflected in our core values and it is important that all staff have respect for this.
Application form
If you would like to find out more about the career opportunities at The Passage, or discuss any disability access requirements you may have, please feel free to get in touch for an informal chat on 020 7592 1885.
Alternatively, you can contact us via email.
All applicants must read the full job description before applying: