The Mashamshire Community Office (MCO) is at the heart of Masham’s community. Its purpose is to promote and deliver a broad range of services and activities that further the interests and prosperity of Masham and the wider community - residents, community organisations, businesses, and visitors. Our busy organisation provides a central hub for Tourist Information, plus vital advice and information to our community about a wide range of local services.
We operate Masham’s volunteer-run Community Library, provide booking and box office services for local venues and events, a home for Acorns Pre-School Nursery and a gallery for local artists. Our activities include organising training and events, running community projects and connecting people and businesses to the skills, services and activities they need. MCO receives some statutory funding but is dependent on its income generating activities and the support of volunteers to be sustainable.
The role of Information Services Coordinator is responsible for the gathering and validation of a variety of information, in order that we can handle enquiries, identify customer needs, find solutions to problems, and provide accurate advice and information to both visitors and members of our community. This customer-facing role will lead a small team of volunteers on our front desk, providing all the training and support they need to develop their knowledge and deliver great customer service. This role requires someone who is dynamic, thrives as part of a team, is focused on finding answers and communicating clearly.
The post reports to the Service Delivery Coordinator (SDC) who manages all operational activities.
In this role you will help MCO to succeed by:
- Providing an efficient, customer centred, solution focused information service
- Developing an excellent knowledge of the Mashamshire area and available services
- Providing supervision, training and support for volunteers and placement students
- Upholding MCO’s reputation as a reliable and trusted source of information
- Promoting MCO and its services via a range of media including email, website and social media in collaboration with staff and volunteers
- Ensuring good two-way channels of communication with volunteers and staff
- Maintaining a front of house roster of volunteers
- Regularly reporting to the SDC to ensure business objectives are delivered
- Accurately recording statistics and data
- Liaising with contractors to ensure day-to-day delivery of service remains operational
- Monitor Health and Safety to ensure safe working practices and report to SDC
- Ensure compliance with all MCO financial recording procedures
- Adhering to other policies and legal obligations as required
The experience and skills that would help you are:
- Excellent knowledge of the Mashamshire area and services
- Commitment to and experience of delivering excellent customer service
- Great interpersonal and communication skills
- Organisational and administration skills
- Handling and recording payments for products and services
- Competent use of Microsoft packages and electronic filing systems
- Experience and confidence in electronic communications (email, websites, social media)
- General knowledge and awareness of Health and Safety issues and regulations
You will be successful if you can demonstrate key behaviours and competencies. We want you to show that you:
- Know the Mashamshire area
- Can motivate and inspire volunteers
- Work and communicate well as part of a team
- Multitask in a busy environment
- Demonstrate curiosity and the desire to find answers and solve problems
- Remain impartial, non-judgemental and confidential
- Provide excellent customer service
- Accurately and consistently maintain processes and procedures
- Are proactive and can work on own initiative balanced by a willingness to consult with others and ask for help and support where needed
