Customer Service Team Leader

Customer Service Team Leader

About YMCA St Paul’s Group:   

YMCA St Paul's Group is a charity that aims to support and empower young people and communities throughout London by providing life-changing youth work, essential community services, inclusive health and wellbeing centres, and supported accommodation for those who are at risk of homelessness. The organisation aims to create thriving places for young people and flourishing communities. With a commitment to long-term transformation in mind, body, and spirit, YMCA St Paul's Group has served the community for over 150 years.

About the Role:

Based at various receptions across YMCA St Paul’s Group, you will lead a team that often serves as the first point of contact for anyone visiting our centres. Your role is to ensure that your team provides a high-quality customer service experience, handling various queries and offering comprehensive information and advice.

Your responsibilities include;

• Team Leadership: Manage a team responsible for reception duties, including telephone switchboard service, sorting posts, logging repairs, and processing payments.
• Safety and Security: As a key part of the safety measures, you and your team will be designated first aiders and fire marshals responsible for building evacuation during emergencies.
• Regular Checks and Maintenance: Ensure your team regularly checks key areas throughout their shift to maintain safety and order.
• Welcoming and Assisting New Residents: Depending on the site, you may be involved in welcoming new residents, booking Health & well-being members, dealing with complaints, and addressing reports of anti-social behaviour.
• Front Desk Duties: Welcoming visitors, managing access, operating IT systems, managing mail and deliveries, handling cash, coordinating with external entities, overseeing key issuance and collaborating with staff from different departments, and managing the car park operations.
• Information Management: Ensure all information displayed in reception, including posters and promotional leaflets, is current, relevant, well-stocked, and well-presented.

This critical and varied role requires a proactive approach, excellent communication skills, and a dedication to providing an exceptional service experience. As a team leader, you will play a vital role in maintaining a welcoming, safe, and efficient environment at our centres.

What we offer:  

At YMCA St. Paul's Group, we prioritise improving diversity and inclusion in the workplace and the services we provide. 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.

As a team member, you can learn, grow, and reach your full potential. We are committed to your development and will support your personal growth journey. Our comprehensive learning and development program 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.
• For a complete list of our staff benefits, please click here.