Receptionist

Shetland Recreational Trust

Clickimin Leisure Complex

Full-time

Listed today

April 2021

Job Description

This job description describes the practical purpose and main elements of the job. It is a guide to
the nature and main duties of the job, as they exist currently but not intended as a wholly
comprehensive or permanent schedule.

1. Job Details

Job Title

Department

Reports to

Receptionist

Clickimin Leisure Complex

Customer Service Team Leader

Reporting to Job-holder

No direct reports

Salary Banding

H1 – H2

2. Overall Purpose of the Job

•

To operate the reception desk within Clickimin Leisure Complex; meeting customers,
providing information, operating the telephone system, taking bookings, processing
payments and liaising with all Complex staff to help meet the customer’s needs, demands
and expectations.

3. Job Dimensions

Budgets Controlled: Nil
Contacts:

Internal – Colleagues within the facility and staff from other SRT departments.
External – Customers and visitors.

4. Principal Accountabilities

1. To accurately operate the reception till taking payments in respect of charges for facilities,
resale items, sale of various tickets for special events and for hire of equipment. At the end
of a shift to undertake a balance of cash, cheque and debit/credit card payments against a
till reading to the satisfaction of the duty officer on shift.

2. To process all casual booking enquiries made by telephone, personal visit or e-mail; and to

maintain accurate computerised booking records covering the Complex facilities.

3. To process advanced bookings for birthday parties and meetings and to ensure that the

appropriate forms are accurately completed.

4. To maintain Membership data on the computerised system.

5. To operate the Complex telephone system, greeting customers politely and transferring

calls as required.

6. To operate effectively the Complex’s internal public address system.

7. To provide clear and accurate information in a polite and courteous manner to customers

at all times.

8. To ensure that customers within the facility adhere to rules and regulations.

9. To produce letters, leaflets, posters and other documents on computer using various
software applications - in particular; Microsoft Word, Excel and Publisher. Preparation of
PowerPoint pages for display on screens at reception.

10. To assist in various administrative procedures.

11. To ensure that the reception area is always clean, tidy and well presented to the General

Public.

12. To take part in relevant training courses and development activities as directed by the
Shetland Recreational Trust to maintain and improve knowledge and skills required for the
role.

13. To assist with the training and induction of other team members.

14. To follow Shetland Recreational Trust’s policies and procedures.

15. To carry out similar and appropriate duties as required.

These key tasks are not intended to be exhaustive, but they highlight a number of major tasks that
the post-holder may be reasonably expected to undertake.

Person Specification

5. Experience / Qualifications

Essential

1. Minimum of 3 Standard Grades at grade 1-3, or equivalent.

2. Experience and understanding of using word processing, spreadsheet, desktop

publishing and e-mail software.

Desirable

3. Some experience working in a customer focused environment.

4. Some experience of computerised till operation and cash handling/balancing.

Knowledge / Skills / Abilities

Essential

1. Teamwork – work with others co-operatively.

2. Able to verbally communicate: information, opinions, ideas, or instructions clearly and

effectively.

3. Able to understand and complete paperwork associated with the role e.g. work

procedures, customer forms, check sheets etc.

4. To be numerate in order to be able to handle cash, undertake accurate reconciliations

and bank takings.

5. Use ICT effectively to perform a range of processing tasks.

6. Maintain an awareness and be committed to equal opportunities.

Desirable

7. None.

Personal Qualities / Attributes

Essential

1. Commitment to providing excellent Customer Service.

2. Smart appearance, polite, friendly and helpful to others.

3. Ability to remain calm and work effectively under pressure.

4. Self-motivated and willing to use own initiative.

5. Flexible and adaptable for e.g. hours of work, duties, learning new skills etc.

Desirable

6. None.

8. Additional Comment

In the course of your duties, you may have knowledge of or access to information that is
confidential. It is essential that such information be safeguarded in accordance with the UK
Data Protection Act 2018; it should not be published or divulged other than to authorised
personnel or used for any unofficial purposes. In case of doubt about what is confidential
or who is authorised, please consult your line manager.

Note:

Every job description in SRT will be subject to a review either:

on an annual basis at the time of the annual appraisal meeting; or
as a result of a change in strategic direction; or
as a result of a team / operational requirements; or
as a result of agreed performance appraisal needs and objectives; or

•
•
•
•
• within six months of appointment.

Guidance Notes for Job Applicants

Thank you for your interest in working for Shetland Recreational Trust. An application form
and further details relating to the post are enclosed.

For an effective and fair recruitment process we need accurate information from all applicants.
We only seek information that is relevant for each vacancy in accordance with employment
law, namely the Equality Act 2010, Data Protection Regulations and the Immigration Act 2016.

Pre-employment checks will be undertaken and any offer of employment will be conditional
on the outcome of our vetting procedures.

Some of the checks we make are :

• Checking the right to work in the U.K.
• Disclosure Scotland and Criminal Records/Barring checks
• References
• Proof of qualifications

For more information about Shetland Recreational Trust please visit our website at
www.srt.org.uk

Job Description and Person Specification
Read the job description carefully and start to think about whether or not you think you can
do the job, whether you are interested in it, and why. The person specification is very
important. It tells you what we are looking for in terms of skills, knowledge, experience, and
personal qualities. This is the most useful document for helping you to complete the
application form effectively.

Application Form
Refer to the job description and person specification when starting to complete the
application form. It may be useful to write out the form in draft to avoid mistakes or
repetitions, then write out the actual form.

Make sure that you clearly show how you meet the essential requirements of the person
specification and include all the information you wish us to know. You will only be shortlisted
for interview if you provide information to show you meet these requirements.

Do not leave any section of the form blank. Write ‘none’ or ‘not applicable’ where you have no
information to provide. It is advisable to keep a copy of the completed form for your own
reference.

Personal information
We ask for these basic details so that we can contact you. If we are required to telephone you
at your current place of work, this will be done with the utmost discretion.

The information you give will be treated in strict confidence and will be used for this job
application only. Personal data is carefully destroyed on conclusion of the recruitment
process, unless required for new employee records. All sensitive data is handled in line with
current Data Protection Regulations.

F113 April 2023

References
When choosing your referees please ensure that they are people who know about your skills
and capabilities. One of these should be your present or most recent employer, or a teacher
if, you have just left education. If you are unable to give two such names, you may choose
someone who knows you in a personal capacity and can tell us about your character,
personality and honesty. These should only be provided if no other referees are available,
should not be related to you, and you should state how you know this person.

Education/Training
List all qualifications, including any for which you are awaiting results. We may need to assess
whether you meet the required qualifications (if any) for the vacancy. Please include any
relevant training.

Employment
Clearly show the details requested. When we ask about employment we are equally interested
in voluntary work and work experience, either paid or voluntary. Please account for any breaks
in employment, for example, as a result of returning to study, travel, unemployment etc.

Suitability and Experience
Give more details of your qualities, skills, experience, education and training. Demonstrate to
us why you are a suitable candidate. Remember to make sure that you use the person
specification and try to illustrate your skills and experience through examples of your
achievements.You do not have to fill the whole space provided. Alternatively, you may wish to
use additional pages if necessary, although these should not be excessive.

Special Requirements or Health Checks
Please tell us of any ‘reasonable adjustments’ we can make to assist you in your application or
with our recruitment process. Please contact Support Services to discuss in confidence.

Depending on the duties of the post, we may require new entrants to complete a medical
questionnaire. At interview, we may also ask health-related questions, but only to determine
if you can carry out an essential function of the job, e.g. swim, lift sports equipment.

Criminal Records checks
If you are successful at interview stage you will be required to obtain either a Level 1
Disclosure or PVG membership. The level of disclosure check depends on the job applied
for, and whether it is considered Regulated Work or not exempt from the Rehabilitation of
Offenders Act 1974 (as amended in 2013). All job offers are therefore conditional at interview
stage, and it may take 7 to 14 days for Disclosure or PVG membership details to be confirmed.

Additional Documentation / Information

No Smoking Policy
The Trust has a policy of working in a smoke free environment, including the use of vapes.

Declaration
You are now required to date and sign your application form and return it to;
Finance & Corporate Services, Shetland Recreational Trust, Clickimin Leisure Complex,
Lochside, Lerwick. Shetland, ZE1 0PJ. Applicants are reminded that all information contained
in the form must be true and correct to the best of their knowledge. Any false information or
omissions may lead to summary dismissal.

F113 April 2023

Summary of Particulars of Employment

Summary for: All Job Applicants

Place of Work:

You will be allocated a regular place of work however employees may be
required to work at an alternative Shetland Recreational Trust venue during
their career with us if required

Hours of Work:

Full time hours are 37 hours exclusive of breaks with working hours as
arranged with your manager. Part time hours are offered on a pro rata basis

Disclosure checks: You will require a Criminal Records check with Disclosure Scotland; either
membership of the Protection of Vulnerable Groups Scheme or Level 1.
Employment, if offered, will be subject to satisfactory reports.

Pay:

Your rate of pay is based on the grade for your job description. Where grades
have more than one level, placement is normally at the bottom of the grade.
For contracted staff progression takes place annually on the 1st of the month
following your 12-month anniversary in post, subject to satisfactory
performance.

In addition to basic salary, a distant island allowance is payable at a nationally
agreed rate. Part-time Employees’ Island allowance will be calculated on a
pro-rata basis.

Payment Method:

Paid monthly, by bank transfer in arrears

Previous Service:

Previous service with a relevant organisation under the Redundancy Payments
(Continuity of Employment in Local Government, etc.) (Modification) Order
1999 as amended will be recognised in accordance with that Order.

Probationary Period: Your employment is subject to an initial probationary period of six months
during which your performance will be monitored. This probationary period
may be extended by the Trust at its discretion. At the end of the probationary
period, your performance will be evaluated, and the Trust will confirm in
writing with you its decision regarding your continued employment.

Your employment may be terminated on one week’s notice given by the Trust
at any time during or at the end of your probationary period (including any
extensions to the probationary period).

Annual Holidays:

The Trust’s holiday year runs from 1 January to 31 December.

Employees are entitled to 20 days paid annual holiday entitlement each year.
After 5 years’ continuous service with the Trust, the Employee will be entitled
to 5 additional annual leave days.
Part-time Employees will accrue annual holiday entitlement on a pro-rata
basis.

Public Holidays:

Employees are entitled to 13 days’ public holidays each year. Employees will
be informed of the relevant dates at the start of each holiday year.

Part-time Employees’ public holiday entitlement will be calculated on a pro-
rata basis.

Sick Pay:

If you are absent from work due to sickness or injury and comply with the
requirements of the Trust’s absence procedure, you will be paid Statutory Sick
Pay in accordance with the provisions of the legislation.

In addition to Statutory Sick Pay, you may also be entitled to receive Trust Sick
Pay, provided that all terms and conditions relating to the payment of Trust
Sick Pay are adhered to.

Pension:

Trust employees are automatically brought into the Local Government
Pension Scheme (LGPS) on commencement of employment unless they opt
out. The Trust has opted out of the state pension scheme and a contracting-
out certificate is in force.

Notice:

You are required to give one month’s notice to terminate your employment.

Diversity:

If you have a disability and need assistance in completing your application
form, or if you are shortlisted and have special requirements for the interview,
please contact us to discuss your needs.

Other Benefits:
All Shetland Recreational Trust employees can benefit from a corporate staff leisure scheme, offering
them discounted access to our facilities and also to classes and activities. The Trust also operates a
Cycle2Work Scheme, which allows employees to benefit from tax and National Insurance savings on
the cost of a new bike. The Trust also operates a Cycle2Work Scheme, which allows employees to
benefit from Tax and National Insurance savings on the cost of a new bike. Also as an employee of
the SRT you are able to access to our free Employee Assistance Programme (EAP), provided by Care
First to all employees of SRT.

Please note that this is a summary of Shetland Recreational Trust conditions of employment. If you
are successful at interviews and offered employment, the specific conditions that apply to you will
be detailed in your contract.

Finance & Corporate Services, Clickimin Leisure Complex, Lochside, Lerwick, ZE1 0PJ
Tel: 01595741000

Recruitment T&C/v.1 2023

Connect with a cause that needs you!

Receptionist