Customer Services Advisor

YMCA West London; Greater London; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Free gym access

Retail discounts

Well-being counselling

Flexible locations

Career development

Family-friendly policies

Life Assurance

Job summary

YMCA St Paul’s Group is seeking a Customer Service Advisor to support front-of-house operations across multiple sites in outer London. You will greet visitors, manage the switchboard, handle mail and deliveries, and ensure security and access control are maintained.

The role also involves coordinating with departments and supporting cash handling processes. You will contribute to a welcoming environment, oversee parking, and maintain reception displays while supporting continuous service

Qualifications

• Experience in front-of-house or reception roles.
• Ability to manage a busy telephone switchboard and provide excellent customer service.
• Experience with cash handling and basic financial transactions.

Responsibilities

• Greet visitors and provide essential information at reception.
• Manage reception operations and front-of-house communications.
• Monitor building security and access control, including signing in visitors and contractors.
• Operate IT systems used at the facility.
• Handle telephone switchboard with prompt and courteous responses.
• Receive, sort and distribute post and deliveries.
• Process financial transactions following cash handling procedures.
• Coordinate with emergency services when needed.
• Manage keys issuance and return for security.
• Collaborate with departments to ensure smooth front-of-house operations.
• Oversee car park arrangements and record registrations.
• Maintain current and appealing reception displays.

Job description

The following content displays a map of the jobs location - YMCA South Ealing

YMCA St Paul’s Group (SPG) is a charity and registered housing provider whose mission is to be an inclusive Christian Association transforming communities so that all young people can belong, contribute and thrive . As a member of the wider YMCA Federation, our vision is of places where young people thrive and communities flourish.

As one of the largest YMCAs in Europe and one of the largest providers of supported housing in London, we provide supported housing services, health and wellbeing services, education and training services through its health and wellbeing centres, children, youth and family programmes, including nurseries, after school clubs and soft play centres .

Being part of YMCA St Paul’s Group means not only working for a great London based charity that has supported young people and communities for over 150 years but also being part of a national association and global movement .

We are one of the UK’s Top 100 Best Workplaces™ 2026 and have also been recognised as one of the UK’s Top 100 Best Workplaces for Development™ 2026.

About the Role:

The Customer Service Advisor role is crucial in our team, working with various departments to ensure efficient front-of-house operations and excellent customer service. This role is essential in managing reception duties, ensuring effective communication, and maintaining security protocols. As a Customer Service Advisor, your role will involve various tasks, each vital in providing our organisation’s smooth and hospitable operation while upholding our commitment to our visitors and staff. Your contributions will be crucial to the success of our department in the following ways:

Welcoming:

Greet all persons arriving at the building, provide essential information, and efficiently redirect inquiries.

Security and Access Control:

Monitor the entry and exit from the building, ensure proper access control, and manage the signing in and out of contractors and visitors.

IT Systems Management:

Operate all relevant IT systems used in the facility, demonstrating proficiency and reliability.

Customer Service Management:

Manage the telephone switchboard, ensuring prompt and courteous handling of calls.

Mail and Delivery Coordination:

Receive, sort, and distribute post and deliveries, maintaining an organised system.

Financial Transactions and Reporting:

Handle financial transactions, following cash handling procedures and performing cashing up as needed.

Emergency Services Coordination:

Liaise with emergency services as necessary, ensuring timely and effective communication.

Security:

Manage the issuing and return of keys, contributing to the facility’s overall security.

Collaboration:

Work closely with different departments to facilitate a smooth-running front-of-house service.

Car Park Management:

Oversee the car park arrangements, including recording registration numbers and handling payments.

Display Maintenance:

Ensure reception displays are current, well-stocked, and visually appealing.

As an integral part of our team, your role as a Customer Service Advisor is vital in creating a welcoming environment and maintaining effective operational management at the front desk. Your diverse responsibilities and commitment to excellence are crucial to our success, showcasing our dedication to exceptional service and operational efficiency to our success reflecting our commitment to transparency, efficiency, and fiscal responsibility.

What we offer:

At YMCA St Paul’s Group, we prioritise improving diversity and inclusion in the workplace and our services. We value your authenticity and unique voice and encourage you to share your opinions.You will have the opportunity to be a catalyst for change by actively participating in our Employee Resource Groups.

You can learn, grow, and reach your full potential as a team member. We are committed to your development and will support your personal growth journey.Our comprehensive learning and development programme includes training, qualifications, and on-the-job experience, ensuring that you have the skills necessary for your role while offering continuous development and advancement opportunities.

In addition, you will have access to a range of benefits which will support you in mind, body, and spirit, which include:

• Free gym access across our sites.
• Discounts from major retailers and supermarkets.
• Free access to well-being and counselling services.
• The ability to work from a range of outer London work locations.
• Career development programmes to help you thrive.
• Family-friendly policies to help you balance work-life, including enhanced maternity pay.
• Life Assurance (permanent contracts only).

We are unable to provide visa sponsorship and can only accept applications from individuals who already have the right to work in the UK.

As this role involves working with vulnerable members of society including regulated activity, a Basic, Standard or Enhanced Criminal Disclosure will be required following a conditional offer. We are making people aware of this because with Enhanced disclosures, spent convictions may appear. However, if you were appointed, we will consider all circumstances before making a final decision.

Previous applications: If you have applied for a similar role within the last six months and were unsuccessful, we encourage you to consider whether your experience has developed further before reapplying.

Accessibility & adjustments: We are committed to making reasonable adjustments throughout the recruitment process. Please let us know in advance if you require any support to participate fully.

At YMCA St Paul’s Group, we actively promote equality of opportunity and are committed to creating an inclusive environment where everyone is treated with dignity and respect. We welcome applications from all backgrounds, communities, and industries, and value the diverse skills, experiences, and perspectives that make our workforce stronger.

The successful candidate will be expected to uphold and work in accordance with the Christian ethos and values of the YMCA.