Customer Services Advisor

YMCA St Paul’s Group (SPG) is a charity and registered housing provider whose mission is to be an inclusive Christian Association transforming communities so that all young people can belong, contribute and thrive. As a member of the wider YMCA Federation, our vision is of places where young people thrive and communities flourish. As one of the largest YMCAs in Europe and one of the largest providers of supported housing in London, we provide supported housing services, health and wellbeing services, education and training services through its health and wellbeing centres, children, youth and family programmes, including nurseries, after school clubs and soft play centres. Being part of YMCA St Paul’s Group means not only working for a great London based charity that has supported young people and communities for over 150 years but also being part of a national association and global movement. We are one of the UK’s Top 100 Best Workplaces™ 2026 and have also been recognised as one of the UK’s Top 100 Best Workplaces for Development™ 2026.

About the role

The Customer Service Advisor role is crucial in our team, working with various departments to ensure efficient front-of-house operations and excellent customer service. This role is essential in managing reception duties, ensuring effective communication, and maintaining security protocols. As a Customer Service Advisor, your role will involve various tasks, each vital in providing our organisation’s smooth and hospitable operation while upholding our commitment to our visitors and staff. Your contributions will be crucial to the success of our department in the following ways:

Responsibilities

• Welcoming: Greet all persons arriving at the building, provide essential information, and efficiently redirect inquiries.
• Security and Access Control: Monitor the entry and exit from the building, ensure proper access control, and manage the signing in and out of contractors and visitors.
• IT Systems Management: Operate all relevant IT systems used in the facility, demonstrating proficiency and reliability.
• Customer Service Management: Manage the telephone switchboard, ensuring prompt and courteous handling of calls.
• Mail and Delivery Coordination: Receive, sort, and distribute post and deliveries, maintaining an organised system.
• Financial Transactions and Reporting: Handle financial transactions, following cash handling procedures and performing cashing up as needed.
• Emergency Services Coordination: Liaise with emergency services as necessary, ensuring timely and effective communication.
• Security: Manage the issuing and return of keys, contributing to the facility’s overall security.
• Collaboration: Work closely with different departments to