Reception Supervisor

Bradford Westfield House is a busy inner City office serving a multi cultural and diverse population, including customers with all the financial and social problems that such a catchment area can present. My Team and I, saw in excess of three hundred callers each day.

At times the staffing levels would be severely depleted, as during the summer holidays when part time staff were absent. This caused extra pressure on the team, but with precise deployment, I rarely needed to call on back up.

Effective interaction between Reception and the Benefit paying sections was vital. Occasionally there was tension between ourselves and other teams where expectations were not met. To better understand and resolve these issues I produced a  “Reception perception” questionnaire and issued it to our Colleagues. From the replies I was able to highlight where we might improve or explain the service we gave to them. 

During this period I completed  a National Vocational Qualification (N.V.Q. level 3) in Supervisory Management. I was one of only four L.O.1s in the District to do so. 

Whilst I was Supervisor, the District organisation ran a “mystery shopping” exercise. Following completion it concluded that the reception team were “Providing a very good level of service”.  Through out the period I received the higher performance appraisal markings, indicating that my work was recognised and appreciated by the management team.

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