Customer Services Officer/Receptionist

Thank you for your interest in the position of Customer Services Officer/Receptionist at YMCA Cheshire.

This role is integral to the work we do at YMCA Cheshire, supporting people who are experiencing or at risk of homelessness. Based at our Gresty Road site in Crewe, you will often be the first friendly face residents, visitors and customers see when they enter the building.

The Role

We are seeking a friendly, organised and dependable Customer Services Officer/Receptionist to provide an excellent front-of-house service while supporting the financial and administrative work of teams across YMCA Cheshire.

This is a varied role in which no two days are the same. One day may involve welcoming visitors and responding to telephone enquiries, while another could include processing residents’ payments, reconciling cash, supporting room-hire bookings or completing administrative tasks for different departments.

You will be a key point of contact for residents and customers, providing a professional and compassionate service while ensuring our procedures are followed accurately.

Key Responsibilities

• Welcome residents, visitors and customers and ensure visitor procedures are followed correctly
• Answer incoming telephone calls promptly, courteously and professionally
• Respond to enquiries, provide appropriate information or refer people to the relevant department
• Collect rent and other payments from residents and issue receipts
• Complete cash reconciliations accurately at the beginning and end of each day
• Administer petty cash and collect the relevant receipts from staff
• Support the Client Finance and Customer Services Manager with rent collection and other duties
• Provide administrative support to departments across YMCA Cheshire
• Enter, update and manage information using INFORM, Microsoft Excel and other databases
• Assist with opening files for new residents and closing files and rooms when residents move on
• Help ensure residents complete extended licence documentation
• Sort staff and resident post and ensure important correspondence is distributed promptly
• Support room-hire enquiries, booking forms, diary management, internal notifications, event hosting and invoicing
• Assist with promoting and processing orders for Soiree and Community Meal services
• Maintain accurate customer and visitor information using the electronic sign-in system
• Ensure staff can access relevant resident forms, information packs and visitor records
• Follow YMCA Cheshire’s policies relating to safeguarding, confidentiality, information handling, equality, diversity and inclusion
• Participate in supervision, training and continuous professional development

About You

We’re looking for someone who:

• Has excellent customer service and interpersonal skills
• Can communicate respectfully and professionally with a wide range of people
• Demonstrates empathy, patience and sensitivity when supporting people experiencing difficult circumstances
• Has clear and confident verbal communication skills
• Can respond to telephone and face-to-face enquiries promptly and courteously
• Has strong numeracy skills and can process payments and reconcile cash accurately
• Has good IT skills, including experience using Microsoft Excel, email, databases and other computerised systems
• Can follow financial, visitor, safeguarding and information-handling procedures consistently
• Takes responsibility and ownership of their work
• Is proactive and solution-focused
• Can manage several priorities while maintaining strong attention to detail
• Understands and respects confidentiality and professional boundaries
• Is supportive of YMCA Cheshire’s mission, vision and values

Previous experience in supported housing, homelessness services, a charity, community services or another resident-facing environment would be desirable.

Experience of working with people who have complex needs, processing rent or housing-related payments, managing room-hire or event bookings, raising invoices or using electronic visitor-management systems would also be beneficial.

Why Join Us?

At YMCA Cheshire, you’ll become part of a passionate organisation committed to creating better futures for individuals and communities. About Us – YMCA Cheshire

You will play an important role in creating a welcoming environment for residents, visitors and customers while helping our services operate efficiently. You’ll also benefit from a comprehensive training package, Employee Assistance Programme, health cashback plan, pension contribution, life assurance, conference opportunities, onsite gym, café discount and much more.

This is a part-time role, working 21 hours per week from 9.00 am to 4.00 pm, Monday to Wednesday.

The rate of pay is £13.45 per hour. This is a temporary 12-month contract, with the potential to become permanent at the end of that period.

The role reports to the Client Finance and Customer Services Manager.

Any offer of employment will be subject to satisfactory references and an Enhanced DBS check.

If you are friendly, organised and committed to providing excellent service while supporting people with empathy and respect, we would love to hear from you. Kindly complete the application form and submit your application by 5.00 pm on Sunday 13 September 2026.

Shortlisted candidates will be invited to interview on Wednesday 23 September 2026.

Please download the Candidate Pack to view the full job description, person specification, employment terms and benefits.