SfYP Customer Service Co-ordinator

Hertfordshire; Dacorum; On-site; GBP 33,000 - 36,000; Full time

Job summary

Hertfordshire County Council's Hudnall Park location seeks a proactive Customer Service Co-ordinator to manage front of house, reception, bookings and daily site operations. The role involves liaising with staff, contractors and groups, handling enquiries, and maintaining records to support smooth service delivery.

The post covers 37 hours per week on site, with a typical 08:30–17:00 schedule; some evenings/weekends may be required as services expand.

Qualifications

• Experience in managing an office environment.
• Experience of working with the public.
• Highly organised and able to plan own work.

Responsibilities

• Meet and greet visitors and manage front of house.
• Handle reception, phone and email enquiries, site diary.
• Manage bookings and customer requirements.
• Coordinate day-to-day activities and liaise with stakeholders.
• Produce information, resolve queries and escalate issues when needed.
• Invoicing, purchase orders and basic budget keeping.
• Coordinate with Facilities Officer for contractor management.
• Support site security and health and safety logs.

Skills

Office management

Customer service

Organised

Independent & team work

Budgeting & reporting

Job description

The following content displays a map of the jobs location - Hudnall Park Field Studies Centre

Job Title:SfYP Customer Service Co-ordinator at Hudnall Park

Team:Hudnall Park (Hertfordshire Services for Young People)

Job family:£32,578 progressing to £35,570 pa

Contract type:Permanent

About us

We are looking for an organised, approachable and solution focussed person who enjoys variety at work, where every day is different. We need someone with the ability to take ownership of the office function and customer service at Hudnall Park.

Situated in over 85 acres of open downland and mixed woodland on the edge of the Chilterns Area of Outstanding Natural Beauty, Hudnall Park provides residential and day educational courses to organised groups; alongside outdoor youth work, forest school and DofE camping. Part of Hertfordshire’s Services for Young People, the Centre is highly regarded for its standards of excellence and professionalism in delivering high-quality outdoor learning experiences. Hudnall Park is an inclusive provider, catering for a range of ages and abilities.

We are developing an ambitious strategy to increase activity at Hudnall Park. This role is important to the success of that development, including streamlining and improving office processes and co-ordination of the site, day to day activity and customer services. The centre comprises of a number of staff including those managing the site itself and various projects, alongside seasonal instructors. The post holder will engage with other staff from the county council, contractors, children, young people and families on a daily basis.

About the role

This post works 37 hours per week, on site, and reports to the Centre Manager.

Working hours are typically between 08:30 and 17:00 Monday to Friday, with some flexibility according to daily/seasonal requirements. As we expand our services, some evenings and weekends may be required.

The onsite Customer Service Co-ordinator maintains the office and all of our public interactions at Hudnall Park. This is a customer facing role and is the first point of call for our visitors, customers, contractors and staff. We are looking for someone who can demonstrate initiative and good judgement, as they will sometimes need to determine how to address and resolve daily problems with minimum supervision.

The role is responsible for:

• Front of house - meeting and greeting school and group visits for residentials and day activities, staff, parents/carers, children & young people and contractors.


• Day to day Centre administration including managing the reception, telephone enquiry number, email account and site diary.


• Leading on management of bookings, enquiries and customer requirements


• Co-ordinating activity at Hudnall Park and liaising with colleagues accordingly about day-to-day events, to support smooth operation of the Centre.


• Providing information to stakeholders and customers, clarifying and resolving queries and escalating more complex issues to the appropriate person.


• Invoicing, purchase orders and budget keeping/financial management.


• Liaising with the area Facilities Officer to ensure that external contractors are managed accordingly.


• Working closely with the onsite caretaker to ensure that day to day tasks are fulfilled and that ad hoc requirements are responded to quickly.


• Updating various logs and registers, analysing information and reporting.


• Providing support for the Hudnall Park Action plan and associated activities.


• Supporting the production and updating of documents such as risk logs, health and safety logs and work plans to support the accurate documentation, quality and monitoring of Centre activity.


• Planning and prioritising own defined daily work activities related to each particular day.


• Ensuring that site security is maintained and adhered to.

Any other tasks commensurate with the role.

This role is varied and interesting, with scope to use your imagination/creativity and input your ideas as we develop services. Hudnall Park is in a unique countryside setting, so may appeal to anyone with an interest in nature, the environment and/or land management.

About you

This role would suit someone with relevant experience, skills and knowledge. You must be:

• Experienced in managing an office environment


• Experience of working with the public


• Highly organised


• Able to work independently on own initiative and as part of a team


• Able to plan your own work over short timescales and deadlines


• Able to understand financial systems and processes to support budgeting and reporting


• Friendly and welcoming, with a positive attitude


• Understanding of health & safety and risk


• Flexible, adaptable and willing to 'muck in.'


• Ability to travel independently to and from the workplace, as this location is not accessible by public transport.


• Experience of working within a multi-use site


• Experience in working with a range of stakeholders including children and young people.

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

This job role is Level 8. Please locate the job profile here:

Additional information

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

We are changing

Hertfordshire County Council is undergoing Local Government Reorganisation (LGR), creating a unique opportunity to help shape the future of local services. To find out more, visit https://www.hertfordshire-lgr.co.uk/

Disability Confident

We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

Safeguarding

This role has been identified as requiring a Disclosure & Barring Service (DBS) check.

Driving required

You’ll need to have the ability to drive and/or travel around Hertfordshire, either using your own mode of transport or a company car to travel to other locations.

English Fluency

The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.