Head Receptionist

Based at our Centre for Sport, Headington Campus and reporting to the Customer Services Manager, the Head Receptionist will deliver a professional, efficient and customer-focused service within a fast-paced environment. As the first point of contact for students, staff and the wider community, you will ensure a positive and welcoming experience while supporting the smooth operation of our facilities. Working arrangements will be on an operational shift pattern, including some evenings and some occasional weekend work such as working on events days.

This post is a job share role at 17 hours per week on a permanent contract to work Monday and Tuesday, working into the evening (exact hours to be discussed at interview).

If you have any queries, please contact Jo Harris, Customer Services Manager (jharris@brookes.ac.uk)

Interviews will take place on Tuesday 14 July.

About the Team

Sport & Active Wellness (SAW) is the newly formed Directorate responsible for delivering an outstanding and inclusive sporting experience at Brookes. Our reception team is the frontline of the student and community experience. You will work within a supportive team environment, collaborating closely with the Sports Operations team to ensure high-quality service delivery, effective booking processes and a positive atmosphere for all users.

What will I be doing?

• Customer Service Excellence: Act as the primary contact for visitors, responding to enquiries via telephone, email, helpdesk and in person with a focus on outstanding service.
• Financial Management: Reconcile card payment tills at the end of shifts, investigating and resolving discrepancies to maintain full accountability.
• Team Support & Supervision: Assist with the line management of casual reception staff, including scheduling, overseeing regular 1:1 "talk times" and providing ongoing feedback.
• Systems & Digital Support: Develop expert knowledge of the Gladstone Leisure Management System and assist customers with troubleshooting web-based applications and mobile apps.
• Staff Training: Lead the training for staff on all departmental software and ensure the team is fully up to date with relevant operational procedures.
• Operational Coordination: Work with the Customer Services Manager to manage rotas, check pay claims and maintain smooth day-to-day reception and booking operations.
• Administration: Maintain electronic filing systems and databases using the Google Suite and Microsoft Office.

What skills do I need?

• Education: GCSE-level education (Grade C/4 or above in Maths and English) or equivalent.
• Supervisory Experience: Prior supervisory or team leader experience, with a proven ability to handle complex tasks in a fast-paced environment.
• Technical Proficiency: Competency in Google Suite, Microsoft Office, and leisure booking/scheduling software.
• Communication: Excellent verbal and written skills, with the ability to communicate routine and non-routine information in an engaging way.
• Problem-Solving: Strong ability to explore causes and effects of operational issues and generate effective solutions.
• Leadership Qualities: Ability to empower and motivate a team, acting with integrity and building credibility with colleagues and customers.
• Desirable: First Aid at Work certification, marketing and communications experience, or experience within a higher education/leisure setting.

About the Location

This role is based at our Headington Campus. You’ll experience a vibrant campus atmosphere. The campus is well-served by regular public transport and is just a mile from Oxford city centre. This is an operational, site-based role due to the nature of reception services, requiring presence on campus to support the team and our members.

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