Receptionist

Reports To: Branch Manager

Role Purpose

The Receptionist is the first point of contact for the Branch, responsible for managing the front desk, telephone and email enquiries, and visitor experience. In addition to general office reception duties, the role supports the initial handling of walk-in and telephone student enquiries and works closely with the Assessment Team to ensure prospective students are registered, documented, and referred for assessment promptly and accurately.

A. Front Desk & Office Management

• Greet and welcome visitors, students, and parents in a professional and friendly manner, directing them to the appropriate team or person.
• Answer, screen, and forward incoming telephone calls and general email enquiries promptly.
• Maintain a tidy, presentable reception area, stocked with relevant brochures, forms, and materials.
• Handle incoming and outgoing post, couriers, and deliveries.
• Maintain the visitor sign-in register in line with data protection and safeguarding requirements.
• Schedule and coordinate meeting room bookings and appointments for staff and visitors.
• Monitor and order office and stationery supplies as needed.

B. Admissions & Assessment Coordination

• Register the initial details of walk-in and telephone student enquiries in the CRM system and forward complete information to the Assessment Team for evaluation.
• Coordinate with the Assessment Team to schedule student assessment and interview appointments, and confirm bookings with students.
• Collect and verify basic student documents (e.g. passport, academic certificates) at first point of contact and forward them to the Assessment Team for review.
• Follow up with the Assessment Team on the status of pending assessments and relay updates to students or agents as required.
• Maintain a log of walk-in and telephone enquiries and assessment referrals for tracking and reporting purposes.
• Support the Application Team with basic document handling, including photocopying, scanning, and filing, as required.

C. Student & Visitor Service

• Provide accurate first-line information to prospective students about courses, universities, and the general application process, referring complex queries to the relevant team.
• Ensure a professional and welcoming first impression of the company for all visitors and callers.
• Support open days, seminars, and student events with registration, hospitality, and coordination duties.

D. Administrative Support

• Maintain and update visitor, enquiry, and call logs accurately.
• Support the Admin/HR team with basic administrative tasks such as filing, data entry, and courier coordination.
• Assist with scheduling and coordination for internal meetings and interviews.
• Maintain confidentiality of student and company information at all times.

E. Compliance & Reporting

• Ensure compliance with UK GDPR and data protection requirements when handling student and visitor personal information.
• Report daily front-desk activity, including enquiries, walk-ins, and assessment referrals, to the Office Manager.
• Escalate any visitor, security, or facility issues promptly to the relevant team.

F. Experience & Qualifications

• Graduate (Bachelor's degree in any discipline) or relevant work experience in a customer-facing or administrative role; a business administration qualification is an advantage.
• Prior experience as a Receptionist, Front Office Executive, or in a customer-facing role.
• Experience in the education or student recruitment sector will be given preference.

G. Key Skills & Competencies

• Excellent verbal and written communication skills.
• Professional, courteous, and presentable manner.
• Strong organisational skills with the ability to multitask in a busy front-office environment.
• Proficiency in MS Office and general office equipment.
• Good telephone etiquette and customer service orientation.
• Ability to handle sensitive student and company information with discretion.

H. Key Performance Indicators (KPIs)

• Accuracy and timeliness of enquiry registration and assessment referrals.
• Call and email response time.
• Visitor and student satisfaction / first-impression feedback.
• Accuracy of daily front-desk activity reporting.