Receptionist

Job Details

To act as the first point of contact for all incoming calls to NCDV, providing a professional, empathetic, and efficient reception service.

The role requires handling sensitive and potentially distressing calls the media and our referrers and from individuals affected by domestic abuse, ensuring they are directed appropriately and supported with care and confidentiality

Duties

• Answer incoming calls promptly, professionally, and courteously
• Manage high volumes of calls while maintaining accuracy and composure
• Triage calls and direct them to the appropriate department or team member.
• Take clear and accurate messages and ensure timely follow-up.
• Handle sensitive and confidential information in line with safeguarding and data protection policies
• Recognise urgent or high-risk situations and escalate appropriately in accordance with procedures.
• Maintain accurate records of calls and communications using relevant systems.
• Support general administrative tasks, including filing, email management, and data entry.
• Assist with appointment booking and diary management where required.
• Ensure reception processes and documentation are up to date.

Essential qualities

• Previous experience in a reception, call handling, or customer service role.
• Excellent verbal communication and interpersonal skills.
• Ability to remain calm under pressure and manage challenging conversations.
• Strong organisational skills and attention to detail.
• Ability to handle confidential and sensitive information appropriately.
• Competency in Microsoft Office and general IT systems.

Desirable qualities

• Experience working within the domestic abuse, legal, or charity sector.
• Knowledge of domestic violence support services and related processes.
• Experience using case management or CRM systems.

This role will be fully office based for the first 4 months through probation, after successful probation the position will be hybrid working with 3 days in the office and 2 days from home.