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The Role We are seeking a friendly, professional and highly organised Receptionist to act as the first point of contact for people accessing Citizens Advice Doncaster Borough. This role is central to the delivery of a high quality advice service and plays an important part in ensuring clients receive accurate information, are treated with respect, and experience a consistent and welcoming service. You will support the smooth running of the organisation by managing enquiries effectively, maintaining accurate records, and contributing to our quality assurance standards. This role requires a strong commitment to confidentiality, data accuracy, and the Citizens Advice aims and principles. Key Responsibilities Client Access & First Contact - Welcome clients, staff and visitors in a professional, calm and supportive manner, ensuring everyone feels respected and listened to.
- Act as the first point of contact for face to face and email enquiries, providing appropriate triage and signposting in line with Citizens Advice procedures.
- Provide accurate, clear and consistent information about Citizens Advice services, maintaining professional boundaries at all times.
Quality Assurance & Standards - Ensure all client interactions and administrative processes meet Citizens Advice quality standards, including accuracy, confidentiality and consistency.
- Record client details and enquiry information accurately to support continuity of service, monitoring and reporting.
- Follow agreed procedures, policies and guidance to ensure compliance with Advice Quality Standard (AQS) requirements.
- Support the wider team by maintaining reliable systems and contributing to the overall quality of service delivery.
Administration & Office Support - Manage appointment booking systems and staff calendars efficiently.
- Provide organisation wide administrative support to ensure the service runs smoothly on a day to day basis.
- Maintain an organised, safe and welcoming reception area.
- Carry out data entry, filing, scanning and document management accurately and in a timely manner.
- Use Google Workspace and other IT systems confidently to support service delivery.
About You We are looking for someone who is approachable, reliable and well organised, with a strong attention to detail and a commitment to delivering a high quality service. You will be comfortable working with people from a wide range of backgrounds, including those experiencing stress or distress, and able to respond with empathy and professionalism. Essential Skills and Qualities - Previous office or administrative experience.
- Strong IT skills and confidence using digital systems.
- Excellent verbal and written communication skills.
- High level of organisation and ability to manage competing priorities.
- Ability to work effectively both independently and as part of a team.
- Commitment to confidentiality, accuracy and professional standards.
- Understanding of, and commitment to, the aims, principles and values of Citizens Advice, including equality and inclusion.
- Proactive approach with a willingness to learn, follow procedures and adapt to service needs.
What We Offer - A supportive and inclusive team environment.
- Training and development, including Citizens Advice systems, quality standards and procedures.
- The opportunity to contribute to a trusted, high quality advice service.
- The chance to make a real and positive difference to people living in Doncaster.
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