JOB DESCRIPTION
Job Identification
Job title:                  Receptionist & Volunteer Coordinator Reporting to:            Service Manager Department:            Operations Working Pattern:      21 hours per week
(Wednesday – Friday 08:30 – 16:30)
Location:                  Glasgow North-west
(Current Venue 40 Kingsway Court, G14 9SX)
Salary Band:           £25,490  FTE(Grade 4) 
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Our Vision & Values
Vision People are healthier and happier wherever they live, work or learn. 

Values All services delivered by Lifelink are underpinned by the following core values:  
1.    We make decisions with the needs of our colleagues, our clients, and ourselves in mind: Always being professional by making decisions that are right for everyone. Always acting with integrity, being open and honest, seeking and offering support where appropriate.
2.    It’s about us as one team: Working as a team to support each other, with clear, concise and consistent communication, so we get the best from each other and are working towards our shared goals.
3.    We care: We trust each other and care about everyone’s wellbeing (staff, customers, stakeholders). Always respecting one another, showing kindness and empathy to all.
4.    We are passionate to do more for our communities: Proactively seeking out new, forward thinking and more effective ways of working to make sustainable change in our communities.
5.    We enable everyone to be themselves: Having a positive and fun environment which promotes inclusion, diversity and empowers everyone to be themselves without restrictions or discrimination.  

 

Role Summary
The Receptionist & Volunteer Coordinator is responsible for delivering a professional, welcoming and efficient front-of-house service while coordinating reception volunteers and any other volunteers across all Lifelink locations. As the first point of contact for clients attending one-to-one counselling and wellbeing services, the postholder will create a safe, compassionate and supportive environment that reflects Lifelink's values. The role coordinates volunteer rotas, ensuring reception areas are consistently staffed with volunteers who have the appropriate skills and experience to meet the needs of each venue. HR will support where required. The postholder is also responsible for maintaining welcoming reception and waiting areas, ensuring venues are well-presented, fully stocked and operational. Working closely with colleagues, volunteers and external visitors, the role supports the smooth day-to-day delivery of services across the organisation. We are looking for the successful candidate to be willing to travel between Lifelink venues, if necessary.  

 
Role Responsibilities
1. Provide a warm, professional and compassionate welcome to clients, visitors, volunteers and partners, ensuring everyone receives a positive first experience of Lifelink. 2

2.  Deliver an efficient reception service, including managing telephone and email enquiries, greeting visitors, handling appointments and maintaining confidentiality at all times. 

3. Coordinate reception volunteers across all Lifelink venues by developing rotas, monitoring cover and ensuring each location has volunteers with the appropriate skills and experience. HR will support as and when required. 

4. Recruit, induct, support and communicate with reception volunteers, promoting a positive volunteer experience and encouraging engagement and retention. 

5. Monitor reception and waiting areas across all venues, ensuring they are welcoming, safe, clean and appropriately equipped with refreshments, stationery, information materials and other required sundries. 

6. Respond proactively to changes in volunteer availability by arranging suitable reception cover to minimise disruption to services. 

7. Maintain accurate volunteer records, rotas and administrative systems in line with organisational policies and GDPR requirements. 

8. Identify and report maintenance, health and safety or facilities issues affecting reception areas and liaise with appropriate colleagues to ensure timely resolution. 

9. Support the wider administration of the organisation through accurate record keeping, document preparation and other operational tasks as required. 

10. Promote Lifelink's values, maintaining professionalism, confidentiality and a client-centred approach in all aspects of the role.  

 
Qualifications
Essential Good standard of general education (National 5/GCSE level or equivalent in English and Maths).

Evidence of continuing professional development relevant to administration, customer service or volunteer management.

Desirable
Qualification in Business Administration, Customer Service, Volunteer Management or a related discipline. 

Mental Health First Aid 

Driving License and access to vehicle. 

 
Competences
 Essential
Understanding of excellent customer service and front-of-house operations.
Knowledge of volunteer coordination or workforce scheduling. Understanding of confidentiality, GDPR and safeguarding principles.
Awareness of the importance of creating safe and welcoming environments for individuals accessing mental health services. Working knowledge of Microsoft Office and digital administration systems.
Excellent interpersonal and communication skills with the ability to engage confidently with a wide range of people.
Strong organisational and time management skills, with the ability to prioritise competing demands.
Ability to coordinate people, schedules and resources across multiple locations.
Accurate administration and record-keeping skills.
Ability to remain calm, empathetic and professional when supporting individuals who may be distressed or anxious.

Desirable
Understanding of the voluntary, health or mental health sector. Knowledge of volunteer management good practice. 
Experience using CRM or volunteer management systems. Experience delivering volunteer induction or training. 

 

Soft Skills & Personality Traits
Compassionate, approachable and committed to delivering an exceptional client experience. 
Highly organised, proactive and able to manage multiple priorities effectively. 
Excellent relationship builder who communicates with warmth, professionalism and empathy. 
Flexible and adaptable, responding positively to changing operational requirements. 
Takes pride in creating welcoming environments and supporting colleagues, volunteers and clients to achieve the best outcomes.